Megan Somloi

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 post-sales solution?

*"Our post-sales experience didn't match the level of the product — it was pretty outdated and archaic.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 post-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."* 

aquaglide

of sustainability initiatives this year, and 

How Layerise helped Aquaglide replace their printed user manuals and become more sustainable  

nils

Streamplify (a part of Pro Gamersware GmbH) is on a mission to inspire young individuals to share their passions and interests with the world. By providing quality yet affordable webcams, microphones, screens and much more, Streamplify gives aspiring streamers and content creators a way to get their feet off the ground without breaking the bank.  

Nils Klakow, Business Development & Brand Manager at Pro Gamerswear GmbH, spoke with us recently about how Layerise has helped Streamplify build an on-brand and inspiring post-sales experience. 

### Why did Streamplify need a different post-sales experience?  

In recent years, livestreaming has become increasingly popular among young individuals. Yet many assume it requires substantial experience with operating cameras, lights, and microphones to become successful with it and, hence, never get started.  

With the launch of a new series of plug and play products, Streamplify has completely removed this barrier for its customers. It only takes a few minutes to get set up; a swift experience which Streamplify wanted to keep as free of paper instructions as possible.

### Why Layerise?

*“Our typical customer creates and consumes up to several hours of video content every day on social media and livestreaming platforms. We were therefore pleased to learn that with Layerise, we could build a tailored video onboarding for each of our new products and, thereby, deliver great post-sales service to our customers in their preferred format."*

*"Layerise helped us place all our content in one place. With a combination that offers how-to videos, direct access to our dedicated Support Team, and the possibility of sharing the latest product content, content creators now have the confidence to take the first step into livestreaming."* 

*"By partnering with Layerise we’ve not only created a next level post-sales experience. We’ve also turned our post-sales experience into a key differentiating factor in the buyer’s decision process.”* 

### How was it to get started with Layerise? 

*“The Layerise Team has been very helpful and interested in our feedback. We’ve seen several new features come out since we onboarded; features that’ll help us analyze and connect with customers we’d otherwise lost touch with, since we primarily sell via retailers."* 

*"We’ve had several calls with the Layerise Team after our launch, in which they’ve presented ideas on how we can increase our double-digit conversion rate even further. They’ve proven themselves very committed to our success.”*

### How would you describe your new post-sales solution?

*“Easy to get started with for someone without livestreaming experience - just like our products. We plan to add more content over time and turn the virtual assistant into a community of inspiration for content creators.”* 

Key features: 

- Product registration
- FAQ
- Setup Videos and Guides
- Chat Support Team 

### Which results have been achieved? 

*“By making our post-sales experience match our products in quality and user-friendliness, we’ve gained a new competitive advantage. Everyone should be able to get started with livestreaming; that was our ambition for the new product series and Layerise’s technology has helped us achieve it."* 

*"As a result, we’ve seen great interest in our products across markets. Customers from all over the world register their products in our new app with ease. Now that we know where they’re based and which products they’ve bought, it has become much easier to reach them at the right time with the right product updates and offers.”*  

dkjdk

Nils Klakow

How Layerise helped Streamplify build a post-sales experience to inspire the young generation of live streamers & content creators

gisli

Dóttir Audio started as an idea between friends that popped up on a stroll around London, creating a headphone for World Class athletes that allows them to train freely without outside distraction. From there it has grown into something much bigger, not only a brand that creates headphones for athletes but a brand that supports female empowerment and equality. 

Co-founder and Brand Director at Dóttir, Gisli Gudmundsson, spoke with us recently about how Layerise has helped Dóttir build an empowering post-sales experience. 

### Why did Dóttir need a new post-sales solution? 

*“Our headphones were created out of a vision to empower female athletes to perform their absolute best. Empowerment as a value transcends everything we do and needs to be present throughout our customer journey, including our post-sales experience.* 

*As a young company in high growth, it’s also important for us to establish the best digital - and sustainable - practices from the start. Our new post-sales solution needed to be able to scale with us on our international journey.*  

*By investing in post-sales technology early on that not only lifts the product experience, but also helps us capture customer data and track behavior, we've laid the foundation to turn post-sales into an area of commercial growth.”*    

### Why Layerise? 

*“In our search for a post-sales tool that would help us achieve our goals, we found most of the solutions on the market rather disempowering: one-dimensional, disengaging and mainly focused on deflecting the customer's questions. But in Layerise, we found a partner that shares our high ambitions for post-sales.* 

*With Layerise’s looped videos we could offer our customers a more empowering start with their new headphones. Simple yet powerful and aesthetically pleasing video assistance; that’s what we were looking for - and found in Layerise’s technology. The platform is easy to use and offers many opportunities for customization, allowing you to create a fully on-brand experience.* 

*Functionalities and experience aside, Layerise’s smooth registration process also enables us to capture valuable customer data with a minimum of friction for our customers.”*  

### How was it to get started with Layerise? 

*“It’s been great! The Layerise team has been incredibly helpful and proactive from start to finish. It’s easy to get started and tailor your Product Assistant to match your brand look and feel.”*  

### How would you describe your new post-sales solution?

*“As a perfect extension of our headphones. With a QR code centrally placed inside the headphone case, help is always only a scan away. The looped instruction videos empower our customers to get started within minutes.* 

![dottir (1)](//images.ctfassets.net/scrf7o05zai3/2UXAy92uoc3LjCnbrqygLB/bbeb12cad3d6cfb5b472ca93c80132ae/dottir__1_.jpg)

*Customers who register their product can enjoy an even more personal and interactive experience - and become part of our growing communities on social media."*  

Key features: 

- Product registration
- FAQ
- Highlights
- Reminders
- Social media
- Product feedback

### Which results have been achieved? 

*“I estimate Layerise has saved us 25-30,000 printed user manuals over the next two years. But more importantly, Layerise has helped us turn post-sales into a strategic area of growth for our business. By lifting our post-sales to a level that matches our values and ambitions, we’ve in return gained an even more engaged customer base. And, thanks to the smooth registration process, direct access to them through our enriched customer data.*

*It took us six weeks to build a new post-sales solution with Layerise so good that 25% of customers who engaged with it also registered their product - and 92% of those opted in for marketing. We are highly satisfied with the results so far and look forward to continuing the partnership with Layerise.”*


dottir cover

Gísli Guðmundsson 

How Layerise helped Dóttir build an empowering post-sales experience

Skærmbillede 2022-02-10 kl. 15.23.11

Drinkmate makes it fun to stay hydrated. Their carbonation beverage maker lets you carbonate any beverage quickly and easily, from water and juices to iced tea and much more. With their easy and effective online CO2 exchange, Drinkmate makes it easy and cost effective to hydrate healthy and eliminate single-use bottles and cans.

Kevin Young, Director of Operations, spoke with us recently about how Layerise has helped Drinkmate connect their customers with the most relevant product information, leading to a significant decrease in repetitive questions.  

### Why did Drinkmate need a new post-sales solution? 

*“Our customers want to get started with carbonating their favorite beverages as soon as they open the package; they don’t read the user manual first. As a consequence, our customer support teams spend a good amount of time helping customers with problems that could have been avoided if the customer had known how to use and maintain the product correctly. The solution wasn’t to improve our user manuals. Our customers order their beverage makers online and, hence, expect to find help online - that’s where we had to focus our efforts. But with customers in different markets, and slightly different processes for each market, we needed a post-sales solution that could effortlessly guide our customers to the help and information relevant to them specifically. A fast and frictionless way to get help - that was our vision.”*

### Why Layerise? 

*“We had a great impression of the Layerise team from the very first meeting. They were genuinely interested in getting to understand our situation, product and needs, which made us confident we’d found the right partner. Layerise’s platform is also very easy to use and highly customizable - it gives us the flexibility to build solutions tailored uniquely for our customers. It was also important for us that our customers would be able to easily navigate in the service hub - Layerise also ticked that box.”*

### How was it to get started with Layerise? 

*“We kicked off the project mid-October and had to be live before Black Friday, which left us with only five weeks to build and launch our new online service hub. Layerise gave us a thorough introduction to the platform and helped us select and set up the most valuable features and workflows for our customers. They have been a true joy to work with, from start to finish, and always remained positive and eager to help and challenge us to build an even better post-sales solution. Since we partnered with Layerise, we’ve seen our own feedback reflected in several new features as well as product upgrades, which proves that Layerise truly cares about improving their customers’ situation.”*

### How would you describe your new post-sales solution?

*“Our customers can now access an online service hub, in which they are carefully guided to the product information relevant to them. This personalized experience is possible because Layerise’s technology is not only highly customizable, but also uses data to automatically route the customer to the right place. By connecting the customer with the right product information from the start, the need to reach out to our customer support teams has dropped significantly.”*

Key features: 

- Product registration
- Customer live chat
- FAQ
- Reminders
- Social media
- Feedback

### Which results have been achieved? 

*“It took us five weeks to launch a new post-sales solution that has reduced the number of repetitive questions by 10%. We are very satisfied with the result so far, and expect to see the number go down even further as we continue to improve our new solution.*

*We've really enjoyed working with Layerise. Their team has been a joy to work with; they're always willing to take our feedback and suggestions and turn them into real updates. We look forward to continuing to grow our
business with Layerise as a key strategic partner.”*


iDrinkMate

Kevin Young

How Layerise helped Drinkmate give their customers the most optimal product introduction

Dominik Ruiz Morales

BikeYoke is a Germany-based manufacturer of unique components for mountain bikes. Best known for their extremely well-engineered yokes, BikeYoke empowers mountain bikers to perform their absolute best.

As an original equipment partner with several of the most trusted mountain bike brands such as Ibis, Specialized Bikes and Propain Bikes, BikeYoke has become synonymous with quality and reliability for many mountain bikers. 

We recently met Dominik Ruiz Morales, Brand Manager at BikeYoke, for a chat about how they’ve improved their post-sales journey. 

### Why did BikeYoke need a post-sales enablement tool?     

*"With dealers, service centers and customers located all over the world, we needed to become more digital. The old-fashioned way of printing, distributing and updating paper manuals for our customers - and installation manuals for the technicians - had become too time-consuming and costly*.

*In addition to this, our direct sales to consumers has increased, which means we now receive a lot more emails from customers who need help installing their product. Rather than hire several people to answer these repetitive questions, we decided to invest in a more scalable and cost-effective solution*.     

*We began searching for a mobile-friendly alternative to our online PDF manuals. Our ambition was to provide the help our customers and service technicians needed right there in the palm of their hands - and in a much more user-friendly, relevant and engaging format. By investing in a technology that also allowed us to utilize customer data and feedback, we could become more efficient with our time and resources - not just in post-sales, but overall as a company."*

### Why Layerise?      

*"While I wasn't too familiar with Layerise prior to the first meeting, it quickly became clear that Layerise was the right solution for us.*

*We considered other options, but ultimately chose Layerise because of the flexible, easy-to-use platform and opportunity to create looped how-to videos optimized for smartphones. Long, technical explanations in a user manual are easily misunderstood, but video is easy for everyone to understand.*

*User experience aside, it was equally important that we would be able to fully leverage the data collected through our new post-sales enablement tool.”*

### How was it to get started with Layerise?

*"I'm very satisfied with the help we've received from Layerise - from the kick-off meeting to our planned launch a few months later.* 

*As we began using the platform and exploring the features our dedicated customer success manager had recommended, we would occasionally reach out to Layerise with questions. They were all answered quickly and satisfyingly and some of our feedback has actually materialized into new product features.*

*I probably log into Layerise once or twice a week now - it’s a place I go to whenever I feel inspired to be creative.”* 

### How would you describe your new post-sales solution? 

*"Our customers now have direct access, via their smartphone, to an online service universe uniquely created for each bike component they've bought, in which they can find the answer to almost any question. No more browsing around to find the relevant user manual and scrolling through endless pages. It’s all right there now in the palm of their hand.*  

*We've turned the most tricky installation guides from the user manual into looped videos, which allows our customer to install the product at his own pace. This has made all the difference."*

Key features: 

- Highlights 
- FAQ
- Reminders 
- Install app

### Which results have been achieved? 

*"Several paper-heavy processes have already become digital thanks to Layerise and more will come in 2022. The annual cost savings on paper alone will probably reach 50,000 EUR.*  

*It's also been very satisfying to observe how well our customers have received the new post-sales experience. We've been able to track registered customers' journey through the platform and see what videos they've interacted with - and how rarely they've come back to ask questions after watching! Based on these new insights, we expect to see a 15-20% reduction in repetitive questions once Layerise has been launched across all platforms and customer groups.”*


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Several paper-heavy processes have already become 

How BikeYoke uses Layerise to offer their customers a mobile-friendly service universe

Coline Chavaroche

50 Rebels is a Portuguese manufacturer of electric bicycles. They produce as much as they can in Europe and are committed to being a European company from Portugal all the way up to Sweden. 50 Rebels pledged to support local suppliers and companies, by focusing  not only on ecological sustainability but also on social equity and economic viability. The company set out to make authentic 20x4 bicycles affordable for everyone and they have achieved it. 

Coline Chavaroche, Marketing and e-commerce specialist at 50 Rebels spoke with us recently to share her experience with Layerise and how we played a role in their marketing strategy, helped the company build its brand, and saved time across its value chain.  

### What opportunities have been reached, and what business metrics have improved since working with Layerise?

*"Choosing Layerise was a part of our marketing strategy. The platform gives you an option to promote our brand, for instance, when our customers register, they get perks, personal offers, discounts, extended warranties, and other benefits. It is just an exemplary way to connect and interact with our customers and by making such perks available to them, we can see their increased satisfaction and willingness to “spread the word”. Thus, even a small change in the number of registrations results in an exponentially larger number of customers wanting to get on board with us."* 

*"Layerise is a genuinely safe space you really want for your customers! Our customers can now easily reach out for help and have a place where they can interact with high-quality content. Moreover, we could implement our own sites, colors, or graphic charts to make the platform as personalized as possible and thus, perfectly matching with our website and other platforms. Lastly, being an eco-friendly company, we always seek companies that are sustainable and conscious about what they do and produce. Therefore, using Layerise’s platform really aligned with our mission and values."*  

### What goals have been set and achieved since using Layerise's platform?

*"The main goal since we started using Layerise’s platform was to make sure all of our customers register on the platform and get them well adjusted so they could easily register their bikes, get follow-ups, warranties, etc. In simple terms, to make their after-sale customer’s journey as smooth as possible. Furthermore, to decrease the number of questions and consequently, to increase efficiency and save the time of our customers as well as of our customer support team."* 

*"So far we have experienced tremendous outcomes as most of our customers registered in the application. What’s more, the tool seems to be very intuitive, easy to use, understand and navigate, and complete enough, as the number of questions asked has decreased exponentially. The platform is very straightforward and people do not lose themselves in the process as it is fairly easy for them. Besides the saved time, this tool has also given us the option of being able to plan everything in advance and constantly improve by updating the tool with the latest features. This is very exciting for the future as we can always take things further and never stop progressing."* 

### Did Layerise customer service provide the help and support you needed?

*"Layerise being a high-expertise company was a real game-changer, especially when building the tool for the first time. If I had any questions, the support team just replied to me immediately and if needed, even came up with suggestions on how to improve. Moreover, if there was any technical issue, they just run an update and fix the problem in no time, which is very important in the world we are working in at the moment. We also had follow-up meetings every week, which only showed how much Layerise is committed to patient and attentive guidance encouragement through the whole process." * 

### Why Layerise?
- Building the brand and part of the marketing strategy
- Aligned sustainability values
- Extraordinary customer support
- Creating the most interactive, effective and time efficient after-sales platform for customers

> Layerise has become an internal part of our marketing strategy while being the ultimate tool for never-ending after-sale success at the same time.

Coline Chavaroche, Marketing and e-commerce specialist at 50 Rebels.


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Layerise has become an internal part of our 

How 50 Rebels built its brand and saved time across its value chain

Aguardio is an easy-to-use solution that helps people live more sustainably by reducing the amount of water and energy they use in the shower. It focuses on saving water with its two products. Firstly, a water-saving product that nudges the user to change their shower habits, essentially a shower timer that is placed inside the shower cabin. 

The other type of product is a leak sensor that is installed with a clamp-on solution fixed with strips to the toilet water inlet. It is capable of detecting leaks as little as five liters of water an hour, not even visible in the toilet pan. Over a month-long period, a leak can end up wasting around 283 m3 of clean water and almost 15,000 DKK. Malene Paxton, the Personal Assistant at Aguardio, spoke with us recently to share her experience with Layerise and how we helped the company save not only more resources but also time.

### What results Aguardio achieved when using Layerise?

*“We believe that the Layerise user manual helps us not to get overwhelmed with repetitive questions from our customers, as all questions and answers are automatically put in Layerise and shared with our customers. Moreover, in the case where we get a new question that is not covered, Layerise allows me to instantly update our documentation. This means that when I update our Q&A section, it is online immediately. As a result of this, we do not have to waste time on reprinting all the older manuals with the already produced products.”*

*“Being a company that focuses on improving the environment, it is absolutely essential for us to have a solution for a user manual that is also eco-friendly and doesn’t waste natural resources. Furthermore, as our product is relatively small, it is much more convenient to have only a tiny slip of paper with a QR code that fits right in the box.“*

### What has exceeded the expectations since working with Layerise?

*“I expected to be introduced to a program that has a user manual but I didn’t expect to meet such devoted customer service. This means that the Layerise team does not only show me how things work, but they have been giving me smart suggestions and constructive feedback anytime. It is simply remarkable how easy it is to reach the Layerise team. I never had to wait for a solution.”*

### Why Layerise?
- Eco-friendly solutions
- Cost-effective and time-effective tool
- Unconditional commitment to giving the highest level of product and service regardless of the circumstances

> When I think about Layerise, I think about exceptional customer service and something that is very present and saves the environment.

Malene Paxton, Personal Assistant at Aguardio.


Aguardio

Malene Paxton

When I think about Layerise, I think about 

How Aguardio found a way to give their customers unprecedented after-sales service

judi

Chad-O-Chef - Lifestyle Products started manufacturing quality stainless steel products in 1983. Ever since the beginning, the company has paid special attention to its customers’ needs and fine-tuned its gas grills for the South African market. For over 35 years, they have strived to bring South Africans quality gas products ranging from high-grade stainless steel gas grills and kitchen extractor systems to flueless gas fireplaces adding flair to any entertainment area. Judi Hazel, the Marketing Coordinator at Chad-O-Chef Lifestyle products, spoke with us recently to share her experience with Layerise and how we helped the company efficiently engage with its customers.

### What were the pre-Layerise challenges?

*"Improficiencies regarding communication with the customer and capturing  post-sale insights. We had been missing a proper tool to interact with customers and get a genuine understanding of their post-sale experiences. We wanted to find ways to acquire these insights."*

*"Time-inefficiency regarding connecting and tracking customers’ information. As Chad-O-Chef primarily relies on third-party retail sales channels, capturing and keeping track of customers’ information has been very difficult and time-demanding."*

### How Layerise helped overcome these challenges?

*"Layerise has helped us see our areas for improvement with post-sale activities. Furthermore, Layerise provides our customers with a platform, where coherent and well-structured interaction is possible. Customers can communicate with us directly, and we can share service locations or provide self-service educational videos."*

*"Maximization of time spent on tracking end-users and collecting customers’ information. The biggest advantage of Layerise’s products has been connecting customers’ information efficiently and finding out who these end-users are quickly and efficiently, which means we are saving a lot of time."*

### Why Layerise?
- Very easy to use even for someone that lacks advanced technical skills
- Support services exceeded our expectations. The Layerise team always provides the right kind of support and the communication is always very clear and effective.Staying on top of emerging new features and updates.
- Sustainable business model.

> Layerise has become an irreplaceable tool that has helped us to “keep a finger on the pulse” of what happens after the sale by creating an interactive customer-driven platform. We believe we are truly making a difference for our customers. 

Judi Hazel, the Marketing Coordinator at Chad-O-Chef Lifestyle products.


chad-o-chef hero

Judi Hazel

 of what happens after the sale by creating an 

How Chad-O-Chef uses Layerise to make sure their customers have the best product experience possible

michael

We are excited to announce that the largest bike/e-bike manufacturer in Denmark, HF Christiansen, is partnering with Layerise to enhance the customer product experience journey. Among a complete list of 8 different brands, HF Christiansen manufactures brands as RALEIGH, Avenue and WINTHER, and is looking to help their bicyclist's to gain a much stronger understanding of their newly purchased bikes.

One of the interesting opportunities HF Christiansen is gradually and with certain domination moving towards is a broad electrical bike (e-bike) offering. It is within the advent of the e-bike, that the company is looking to further extend their relationship with their customers. To this day, HF Christiansen has been utilizing intermediaries and local dealerships to establish a customer relationship, a model that is increasingly more difficult as customers seek and expect brand presence and product experience to go much beyond the conventional brand-to-customer relationship.

![F2](//images.ctfassets.net/scrf7o05zai3/36rNGbNcc1PoCbOoSfHARv/6f779b4b1a92a0d836e816d742b07379/Updated_card.jpg)

Furthermore, in parallel with the growing customer demand for ever stronger and more omnipresent product experience, the company is also looking to use the Layerise platform to mitigate the growing complexities of bikes, with the e-bike driven features, and the broad lack of customer willingness to consume information through the customary user/owner manual. In detail, with the utilization of the abilities provided by the Layerise platform HF Christiansen will among a long list of things gain following abilities:

- Establish a direct-to-consumer relationship
- Provide an easy and mobile-driven product registration
- From a communication pipeline to customers throughout the product life cycle
- Delivery a rich and digital product onboarding experience
- Secure a long-lasting customer-to-brand communication flow
- Enrich all e-bikes with tap/scan access to product service, update, maintenance and more

As we slowly move into 2019, all HF Christiansen customers will be presented with tags as evident above when they purchase their e-bike. With this tag (NFC and QR code enabled), the customer can swiftly and easily get access to the owner product onboarding experience that includes extended product benefits, set up guidelines, video tutorials and explanations, instant direct support, maintenance reminders and much more. This instalment will be rolling out starting 2019, and will initially be available with following models Raleigh Darlington, Raleigh Sussex E1, Raleigh Sussex E2 & Raleigh Essex E.


Raleigh

Michael Skovborg Hansen

We are excited to announce that the largest bike/e-bike manufacturer in Denmark, HF Christiansen, is partnering with Layerise to enhance the customer product experience journey.

julie

With the electric bike MATE X, MATE has defined new crowdfunding boundaries by becoming the most successful campaign ever on Indiegogo. With 17 days left of the campaign the team out of Copenhagen, Denmark has raised more than $15.6 million and more than $21 million in total between its two campaigns (model X and S/CITY). As the company aims to push the frontier of eBikes and sustainable transport, MATE has partnered with Layerise to provide a rich, digital and customer-focused product experience throughout the customer product journey.

Since the inception of the company, MATE has relied on printed (in-packaging) product instructions, maintenance tips, troubleshooting guidelines and much more. However, as the company's eBike offering is maturing and new models are brought to the market, the printed format is becoming increasingly more unreliable to convey the product guidelines in an efficient way, and at the same time falls short of the digital presence expected by the ever more digital-focused customer.

![mate new manual](//images.ctfassets.net/scrf7o05zai3/YoTmFKvVdaSznTXH7t94p/a6e96553a2a3cf559f66c12866daabdd/mate_new_manual.jpg?w=1200&q=80)

Over the last 3 months, we have together with MATE discussed and planned how our Layerise platform can help them map and execute a digital product onboarding strategy that provides customer value throughout the full product life cycle. In more detail, MATE was looking to establish a digital experience that could push the experience beyond the limits of the conventional digital PDF manual. The company set out an execution plan that included the following objectives: 

- Provide a digital product assistant with the aim of rich product onboarding and post sales experience
- Focus on providing information and guides with the use of rich media material
- Establish a clear and customer-friendly way to access the digital assistant
- Allow customers to easily and efficiently register their purchased bike for support and other benefits
- Build a content strategy that aims to provide valuable product information and allows easy content update and revision
- Form a solution that informs customers about product changes, updates and maintenance through omni notifications
- Cut down on all unnecessary use of paper and print. Seek environmentally friendly solutions by providing equivalent digital offerings

To achieve the above, MATE has decided to completely review their owner's manual. While customers who already own a MATE bike will get access to the digital assistant through newsletters and other communication channels, all new MATE customers will receive an updated packaging and slimmed down physical owner's manual with a clear and prominent guide with information on how to access the digital assistant. As shown in the image above, the new owner's manual will focus on informing the customer about the assistants' availability already on the front page. Moreover, the image of the packaging below illustrates the commitment on guiding customers to gain access to the assistant already before unboxing the bike. This ability allows MATE to establish even more unique experiences with the focus on the customer and their complete product journey. 

![MATE X box](//images.ctfassets.net/scrf7o05zai3/4nZwll81hBiRsUf7mc5kUV/c81bb3e165f7f6731880d84db60287d9/mate_box.jpg?w=1200&q=80)

Finally, the digital assistant will be available for all MATE customers end of March. However, already this month MATE is sending out limited access to already existing customers. Layerise is looking forward to empowering MATE and their customers with digital solutions that will improve the product experience and overall customer satisfaction. 

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