Quick answer. Remote Equipment Repairs managed thousands of monthly repairs for brands like Kathmandu and Arc'teryx entirely via email — costing $300K a year in labour. Sketchli digitised the entire workflow with Jira Service Management and MYOB integration, freeing two full-time staff and eliminating the bottleneck entirely.
The Problem
Remote Equipment Repairs is a repair management company that handles thousands of equipment repairs every month on behalf of major outdoor and lifestyle brands, including Kathmandu, MacPac and Arc'teryx.
Despite that scale, the entire repair lifecycle — from customer intake, through the repair workflow, to billing and fulfilment — was managed via back-and-forth email. Every repair request required manual triage, manual status updates, and manual coordination between customers, repair technicians and finance.
The result: two full-time staff members spending virtually all of their time managing email communications. At Australian employment rates, that represented approximately $300,000 a year in labour costs — not delivering any repair work, just managing communications about it.
- $300K/yr — annual cost of manual communications
- 2 FTEs — staff consumed by email management
- 1000s — repairs per month processed manually
The Solution
Sketchli designed and implemented a complete digital service management workflow using Jira Service Management as the operational backbone, integrated with MYOB for financial operations. The solution digitised every stage of the repair lifecycle:
- Customer self-service intake portal — customers log repairs directly without emailing
- Automated triage and assignment to repair technicians via Jira Service Management queues
- Structured status workflows with automated customer notifications at each stage
- Digital job cards replacing manual email chains between repair staff
- Direct MYOB integration for automated invoicing and financial reconciliation
- Brand-specific portals for Kathmandu, MacPac and Arc'teryx repair programmes
The Results
The manual communications bottleneck was eliminated entirely. Customers and repair technicians now self-serve through the structured digital workflow. The two full-time staff previously consumed by email management were redeployed to higher-value operational roles, and the $300,000-a-year communications overhead was removed from the cost base.
- $300K — annual operational savings
- 2 FTEs — freed for higher-value work
- 0 — repairs still managed via email
Technologies Used
Jira Service Management, MYOB, cloud automation, a customer self-service portal, workflow automation and financial integration.
Vish Prasad — Founder & Product Lead, Sketchli
Vish leads Sketchli's work with Australian SMEs on AI transformation, app development and business automation.