RETAILERS
EPOS systems provider Citrus-Lime has launched its latest off ering, an online workshop booking service
It’s a necessary evil in the environment, Steel continued, that bike shops have to pick up the telephone with the hope that it’s prospective business and that a customer will soon be walking through the door. Either way, it can get in the way of the profitable work that’s already taking place. Eliminating that allows a business to operate more
efficiently and profit more as a result, which is what drove the ambition, Steel said. “When was the last time you wanted to pick up the telephone to book a table? That’s not part of the service you’re receiving, that’s just how you acquire that service. So if it’s convenient for you, and fast and easy, then you’re more inclined to do that. So it seemed like a natural extension of our integrated workshop module.” Customers using Book My Bike In can complete the online process in five steps. After entering a postcode, the platform identifies the nearest workshops. Once selected, the customer chooses the service required from the list displayed. The next step is to opt for a date to drop the bike
off, and the process is completed by entering contact details and any notes the bike shop should be aware of. So why is it so important for bike shops to be offering this
service online, instead of relying on picking up the phone? “That’s something that they wanted to be able to remove from their day if they could,” said Steel. “It’s not that they have a lack of interest in talking to their customers or prospective customers, it’s that I think they recognise in the same way I do, it’s not adding any value. Book My Bike In seemed like an obvious thing for people to want to do. “It helps the retailer be more efficient, and it delivers the consumer an improved experience,” added Steel. “That’s great - sometimes you develop solutions that only improve operational efficiency and then perhaps you as a consumer never really feel any notable benefits of that. Or sometimes it’s designed entirely with the end consumer in mind, because it’s just ‘give the people what they want’ and it might actually add a little bit of inconvenience to the retailer in order to provide it.”
‘WHEN WAS THE LAST TIME YOU WANTED TO PICK UP THE TELEPHONE TO BOOK A TABLE? THAT’S NOT PART OF THE SERVICE YOU’RE RECEIVING, THAT’S HOW YOU ACQUIRE THAT SERVICE’
www.bikebiz.com January 2023 | 17
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