WORKSHOP
“We believe bringing these services in-house at ZyroFisher means we’re better able to provide this high level of service.”
At the heart of the Tech Centre vision is the desire to provide “first class” service and support of SRAM products for dealers and manufacturers. The dedicated SRAM team have a passion for cycling and support the UK with warranty, training, and product service support for all SRAM brands, including SRAM, RockShox, Hammerhead, Truvativ, Zipp, Quarq, Avid and Time.
“It gives us more opportunity than ever before to engage with dealers in the UK,” adds Davidson, when discussing how the move benefits dealers. “Bringing the tech centre in-house gives the team more time to work on the product and communicate with dealers and end consumers.” On the visit, BikeBiz followed a RockShox Pike from the moment it arrived in the warehouse, through its full lower
The SRAM Tech University has a fully-equipped workshop to host online and in-person seminars
leg and damper service, and then prepared for dispatch back to the retailer. When submitting a product for SRAM service/warranty,
a ticket is created and allocated a unique SRT number. The SRT number is more than just admin as it allows the retailer who created the ticket to follow the product through each stage of the process via their account. Once through the doors of the Technical Centre, the RockShox Pike is checked against the in-house system for the required service, cleaned and inspected for any signs of obvious damage and then tested for any knocks. All clear, so onto the service. On this occasion it’s a fairly straightforward procedure for the technician, including picking the necessary service kit from the kitted out shelving units which are conveniently located next door. After a final test on the custom-made rig, it’s ready
to be carefully packed before heading back through the warehouse doors for dispatch. And best-of-all, the retailer can track each step of the process without needing to call. With a team of up to six technicians working at a time,
the team can get through a significant amount of work with between 20 to 30 tickets resolved on average each day. “We’ve had a lot of great feedback from dealers, especially around the communication they receive from the Tech Centre,” adds Davidson. “The team is really proactive in trying to make sure dealers are kept up to date with outstanding warranty and service cases.”
www.bikebiz.com January 2025 | 19
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