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The challenge
Transforming a brand promise into a tangible, digital service
Schöffel, a prominent brand in the outdoor clothing industry, faced an exciting yet complex challenge: introducing a formal 5-year warranty program for the first time in its history. This initiative was a key part of a broader strategic effort to reinforce the brand’s premium quality and improve customer loyalty for its outdoor, ski, and bike clothing lines.
However, with no existing process in place, Schöffel needed to build a system from scratch. The task was to create an efficient, digital solution for product registration and claims that would live up to customer expectations and support the company's new strategic direction from day one.
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Project Highlight
Successful MVP launch & Foundation for Customer Lifetime Value
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Project Timeline
February 2025 to April 2025
The goal
Building a fully digital, scalable warranty process from the ground up
As a trusted partner in Schöffel's ongoing digital journey, SUNZINET was tasked with a clear objective: to design and launch a fully digital warranty process from the ground up.
Our goal was to develop a scalable, automated system that integrated with Schöffel’s existing infrastructure while supporting their internal transformation and future business ventures, including e-commerce and B2B initiatives.
The solution needed to:
- Provide a seamless, user-friendly experience for customers to register products and submit claims.
- Create an efficient, centralized workflow for Schöffel's service team to manage all warranty activities.
- Implement rapidly to start realizing these benefits and begin processing warranties without delay.
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We utilized Schöffel's existing Salesforce environment to build the solution, ensuring seamless integration and maximizing their previous investment.
- Salesforce Service Cloud was configured to manage the entire warranty claim workflow, providing the service team with a centralized platform for tracking and resolving cases efficiently.
- Salesforce Experience Cloud was used to create the customer-facing warranty portal, offering a branded, intuitive interface for product registration and claim submission.
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Through a series of joint workshops, we worked side-by-side with Schöffel's service team to define and design the entire warranty workflow from scratch, ensuring the solution was perfectly tailored to their needs.
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We adopted a rapid, MVP-led implementation to launch the core warranty process within months. This was followed by targeted training to empower the Schöffel team to manage and scale the new system confidently.
The bigger picture
A strategic digital partnership
This warranty project was not a standalone effort, but a key piece in Schöffel's broader digital roadmap, supported by SUNZINET. The Journey:
Results and impact
Within three months of the project kick-off, Schöffel’s fully automated warranty system was live and processing registrations. The new solution has delivered immediate and strategic value:
- Customers enjoy a seamless, digital process to register products and submit claims, directly reinforcing Schöffel’s commitment to quality and strengthening brand trust.
- The project streamlined operations, leading to faster processing, fewer errors, and better alignment between service and marketing. A seamless warranty process builds customer trust and strengthens brand reputation, indirectly supporting revenue growth.
- The system provides a centralized database of product owners, creating valuable opportunities for future integration with Schöffel’s loyalty program and enabling targeted customer engagement.
In our customer's words
"The project with SUNZINET was efficient and focused from the very beginning. Our requirements were quickly understood and transformed into a solution that has noticeably simplified our daily work. We were particularly convinced by the swift implementation, the smooth process – and the consistently clear, solution-oriented approach to unforeseen challenges. With this integration, our daily service operations have become significantly more digital and easier."
- Ludwig Schuster, Head of Customer Service & Sales Projects
About Schöffel Sportbekleidung
Schöffel Sportbekleidung GmbH is a premier, family-owned German outdoor apparel brand with a heritage spanning over 200 years. With a commitment to innovation and sustainability, Schöffel integrates eco-friendly materials and production methods into their product lines, aiming to minimize their environmental impact while, meeting the needs of outdoor enthusiasts worldwide.
