The Challenge in the Bike & E-Bike Business:
You sell, but who performs the repairs?
Our Germany-wide service network is ready for you!
Bike-Angel
The nationwide network of mobile service partners and workshops for the handling of warranty claims.
Bike-Servie-Portal
The digital software solution for the central control and communication of all warranty and service processes.
On-site Service with Bike-Angel
The nationwide partner network optionally supplements the Bike Service Portal with a comprehensive network of mobile technicians and partner workshops available for service operations across Germany. This network enables fast and efficient on-site support for bicycle and E-Bike customers, allowing incidents to be resolved directly at the customer’s location or nearby. This makes the service process even more customer-friendly, flexible, and cost-efficient.
Process: How a Customer Gains Bike-Angel Protection
- Real-time updates enable faster fault diagnosis and more efficient solution finding.
- Workshops can immediately prepare for upcoming repairs and order spare parts in advance.
Transmission of E-Bike Data
After the sale, the online retailer sends a file containing the relevant E-Bike data to the Bike Service Portal, thereby registering the bikes. This file includes, among other things, the frame number and the model designation of the E-Bike.
Customer Registration and Digital E-Bike Pass
The customer is prompted after purchase to register in the Bike Service Portal. This registration merges the bike and customer data. The customer receives a digital E-Bike Pass in which their personal data is linked to the frame number of their E-Bike.
Activation and Access Data
After successful data verification, the customer receives an email confirmation with their Bike-Angel access data. From this moment on, the customer in Germany has access to the nationwide partner network for mobile service operations throughout the country in the event of a malfunction.
This simple and digital process ensures that customers receive quick and straightforward assistance via Bike-Angel in the event of a malfunction or technical problems, and it is a prerequisite for usage.
Hotline – Callcenter
We also provide support for technical issues when calling our emergency hotline by providing information on the nearest E-Bike workshop.
Success Factor: Aftersales Service in E-commerce (Online Retail)
Clear and Fast Communication
Customers expect transparent information regarding the status of their inquiry. Easy contactability is essential.
Quick Problem Resolution and Support
Structured processes ensure the prompt handling of inquiries and complaints. Clear instructions for simple solutions help customers resolve minor issues themselves. A well-organized spare parts and repair network accelerates processing.
Customer-Friendly Solutions instead of Bureaucratic Hurdles
Goodwill and flexibility are crucial for building trust. Simple repair and warranty processes prevent frustration and long waiting times.
Digitalization and Automation
The Bike Service Portal enables customers to view the status of their complaint at any time.
Our partner network is characterized by the following features:
Strong Network Thanks to a broad and competent partner network, we can provide you with qualified assistance at any time.
Quick Help In an emergency, you receive immediate support to keep downtime as minimal as possible.
Comprehensive Experience With decades of expertise in the service sector, your concerns are in the best hands within our partner network.
Advantages of the Cloud-Based Bike Service Portal
The Bike Service Portal offers a central, cloud-based platform that all parties involved—customer, seller, manufacturer, and workshop service partner—can access in real time. This results in numerous advantages:
Uniform Information Status for Everyone / Single Source of Truth for All
- All parties involved have access to the same current status of a warranty or service case at all times.
- Misunderstandings and unnecessary queries are eliminated, as all relevant data are available centrally and transparently.
2. Fast Processing and Shorter Waiting Times
- Real-time updates enable faster fault diagnosis and more efficient solution finding.
- Workshops can immediately prepare for upcoming repairs and order spare parts in advance.
3. Improved Customer Satisfaction
- The customer can view the current processing status of their E-Bike online at any time.
- Notifications (e.g., „Your E-Bike has been approved for repair“) increase transparency.
4. Efficient Communication and Reduced Administrative Effort
- Inquiries, documents, and forms no longer need to be manually transmitted multiple times.
- All parties communicate via a common platform, which accelerates coordination processes.
5. Error Reduction through Digital Data Management
- The cloud-based approach eliminates paper documents and manual transmission errors.
- Data such as the frame number, purchase date, and repair history remain completely and traceably preserved.
6. Flexible Use Independent of Location
- Regardless of whether it’s a customer, dealer, manufacturer, or service partner—everyone can access the system from any location and device.
- Mobile service partners in the 800+ partner network see their current assignments directly in the system and can react faster and better prepared.
inactio solutions GmbH
Bike-Service-Portal
inactio solutions GmbH, based in Moers on the Lower Rhine, specializes in the development of customized business applications based on modern cloud solutions. Our focus is on the digitalization and optimization of business processes to make companies more efficient and future-proof. With innovative technologies and a practical approach, we support our clients in implementing powerful and scalable software solutions.
E-Bike/Bike Dealer/Manufacturer Challenge: Handling of Warranty Claims
Diagnosis and Error Analysis: Customers are often unable to precisely identify technical issues themselves, which complicates remote diagnosis.
Bicycle and E-Bike Direct Sellers face several challenges when handling warranty claims:
Logistics and Repair: Unlike brick-and-mortar dealers, direct sellers do not have their own on-site workshops. The transport of defective bikes or components to the service center is costly and time-consuming.
Customer Expectations: Customers expect quick solutions and straightforward processing. Delays due to shipping logistics or spare parts procurement can lead to dissatisfaction.
Spare Parts Availability: Especially for e-bikes, the procurement of specific spare parts, such as motors or batteries, can lead to long waiting times.
Communication with Manufacturers and Suppliers: Direct sellers frequently have to mediate between customers and component manufacturers, which prolongs coordination processes.
Legal Requirements: Compliance with statutory warranty obligations (e.g., rectification or replacement delivery) requires clear processes to ensure operation is legally compliant and economically viable.
The Bike Service Portal from inactio solutions is a specialized software solution for the efficient processing and communication of warranty claims for bicycle and E-Bike direct sellers as well as manufacturers. As a multi-manufacturer tool, it optimizes the entire process—from error diagnosis and coordination with manufacturers/suppliers and service partners, to the rapid handling of repairs or spare parts. Through digital workflows and a central communication platform, the Bike Service Portal reduces administrative effort and improves service quality for dealers, manufacturers, and customers alike.
The Bike Service Portal is a flexible solution and can be used both as a multi-manufacturer platform and specifically for individual brands. By adapting the design to the respective brand’s Corporate Identity (CI), the portal enables seamless integration into existing service processes and strengthens brand perception.