Aquaglide exists to get you on the water. Located close to the beautiful Deschutes River in Bend, Oregon (USA) and run by a team of watersport enthusiats, Aquaglide produce high-quality inflatable watercrafts - kayaks, paddleboards, and much more - for athletes as well as adventurers and families.

Nature is at the core of everything Aquaglide does. Each product is designed to get you outside and enjoy our most precious resource: water. Aquaglide's own mission of sustainability is to continually improve its processes and products, in both large and small ways.

Megan Somloi, Digital Marketing Strategist at Aquaglide, spoke with us recently about how Layerise has helped Aquaglide become more sustainable.

Why did Aquaglide need a new after-sales solution?

"Our after-sales experience didn't match the level of the product — it was pretty outdated and archaic. Owner's manuals were very long and convoluted. As a consequence, we were consistently getting repeated questions."*

"We wanted the experience to feel smooth from start to finish. Our customers should feel like they are being taken good care of and that we have put time, effort, and energy into everything. A big part of that is obviously the owner's manuals, the unboxing, the kayak, support, but also the information they need to get started."

Why Layerise?

"In our first meetings, everyone we spoke to was super attentive and super helpful. And you guys did a really good job of showing the tool and the capabilities and what it could do. And then if we had a question about capabilities, even if you couldn't do it right now, you were very much like "Okay, let's look into it. Let's see what we can do to make it work for your needs". I feel like that has continued through the past two months.”

How was it to get started with Layerise?

"It was easy and overall pretty intuitive. If not, then you were really quick to answer questions and support."

How would you describe your new after-sales solution?

"User-friendly and way more convenient for our customers, who enjoy being active on the water. With a QR code placed on the kayak itself, they have access to everything they need 24/7."

Key features:

Product registration

FAQ

Product feedback

Which results have been achieved?

“I'd say the main thing is removing out printed manuals, which is huge. We have a lot of sustainability initiatives this year, and being able to not print 20 pages with every single kayak is huge. Not for cost, necessarily, but for lack of waste.”

By replacing the printed owner's manual with a digital experience, Aquaglide has reduced the amount of printed paper per kayak by 91%. This improvement has not only been felt in the Marketing Team. Megan continues:

"Our Customer Support Team has gotten less of the repeat inquiries that we've already answered in other places, which is huge since it makes the processes much easier. The consumer finds it easier to get a question answered directly through our online assistant, rather than having to go to the owner's manual and then go on our website and try potentially calling."