Thousands of repair requests a month, out of email and onto a digital workflow.
Remote Equipment Repairs is a leading 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.
The manual communications bottleneck was eliminated entirely. Customers and repair technicians now self-serve through the structured digital workflow, and the $300,000-a-year communications overhead was removed from the cost base.
The whole team's responsiveness stood out. Always available for questions or last-minute adjustments.
We recently partnered with Sketchli to help elevate our circular business model practices with a customized service management portal. What truly stood out was the whole team's responsiveness. Support tickets were addressed quickly, and they were always available for questions or last-minute adjustments. We highly recommend Sketchli's services.
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