We were able to increase our closing rate to 80% with Smartfit

Who are you at Edelhelfer?

Carsten: Edelhelfer is a retail group specializing in sporty cycling and urban mobility. We place great emphasis on service, especially in the areas of workshops and bike fitting. Our mission is not just to sell bikes, but to provide proper advice and engage people – whether through community rides or workshops. We started in 2013 with the first store in Recklinghausen. Back then, we were just three people and did everything – from sales and consulting to bike fitting. Today, we've grown significantly, with five locations in North Rhine-Westphalia. I'm an industrial engineer and worked for a long time in management consulting, later as managing director of a private equity firm. But my passion for cycling, especially from my time in triathlon, has never left me. At some point, I wanted to combine my passion and my business know-how – and that's how Edelhelfer was born.

How does Smartfit help you in your daily customer service, and how does it affect your sales process?

Carsten: Smartfit helps us distribute expertise more broadly within the team. Previously, much depended on the know-how of individual employees. With Smartfit, every salesperson can now perform a measurement and give the customer a reliable recommendation. This increases trust enormously. This results in an increased closing rate. Customers see their data directly on the screen, can understand the recommendations, and simply feel more secure.

How can this be measured in concrete terms?

Carsten: Our closing rate has increased from around 50-60% without measurements to over 80% with Smartfit because the objective data gives customers more confidence in the recommendation. Another factor is the likelihood of repeat purchase. Customers who receive perfectly adjusted bikes through Smartfit are more likely to return. They know that their data is saved and the purchasing process can be just as straightforward the next time. This makes Smartfit not only a closing tool, but also a powerful acquisition tool.

So, Smartfit has many advantages for you. Which would you say is the biggest?

Carsten: One of the biggest advantages is definitely the speed. Within 10 minutes, you have a precise measurement and a suitable bike ready for the customer. In addition, the customer can follow the process – they see their body data, the suitable bikes, and understand why a certain size is the right one. This builds trust and saves us a huge amount of work.

What were the biggest challenges for you when introducing Smartfit?

Carsten: Initially, there was some hesitancy, especially among employees who had been working with their own methods for years. They had to learn to trust the system. At the same time, however, there are also colleagues who benefit enormously from Smartfit because they can suddenly work with solid data. It's important that management supports this and consistently integrates its use into their workflow.

Carsten, thank you for the interview and your insights.