After turbulent weeks at PROPAIN, we would like to give you another update today, this time with lots of good news.
We have completed our ERP system conversion. Almost all processes are running smoothly again. Furthermore, missing components have been arriving reliably in the last weeks so that our production is working at full capacity again and many bikes can be shipped. Additional shipments of goods are confirmed or in transit, so we do not anticipate any further delays.
Our old ERP system has reached its limits and a new system, which suits the size of PROPAIN, had to be implemented urgently. We used the time in June, when we could hardly deliver bikes due to missing deliveries, to carry out the long-planned implementation of the new system. Unfortunately, not only did delivery dates slip during this time, but the changeover of our ERP system also meant that we were unable to communicate effectively, as we unexpectedly lacked access to important customer data. We did not expect this change to have such an impact, and as a result we were temporarily unable to offer you the level of service that you have come to expect from us and that we strive to deliver.
Today all processes are running again, and we have eliminated the major problems.
Current customer service times
Email requests are answered again within a 24h-48h period. We are also catching up with the piled-up service requests. Currently they are answered within 5 working days. Response times are expected to drop further in the next days. The telephone hotline is overloaded at peak times. We are trying to improve our service as quickly as possible. In case of longer waiting times, it is best to write an e-mail. The chat software on the homepage will be reactivated as soon as possible. Production and shipping are working at full capacity again with additional help from other departments and overtime to ship as many bikes as possible every day.
We are very happy to be able to do again what we enjoy most, building the best bikes for you. We are doing everything we can to live up to everyone’s expectations again. We apologize for any inconvenience caused by our system changeover in the last few weeks.
A big thank you goes out to all our employees. It took long workdays and weekends to get back to this point.
Robert & David
General Manager PROPAIN Bicycles