Every channel into one queue
Email, web form and social messages now land in a single inbox. Each request gets a ticket with the customer's name, bike model and preferred location attached automatically.
Case study
How Green Valley Bikes answers customers in minutes, not days
Three shops, one shared inbox, and a service desk that used to live in a paper notebook. Here's how the team rebuilt the way they handle every repair request, test ride and warranty question.
The challenge
Every message landed in a different place
Green Valley Bikes runs a flagship store, a workshop-focused shop near the river trail, and a small rental counter. Customers wrote to whichever address they found first — and nobody could tell who had already replied.
- Repair requests arrived by email, phone note, Instagram DM and a paper pad at the counter — with no single record.
- Staff at one location couldn't see that a customer had already been helped at another.
- Warranty questions sat unanswered over busy weekends, when the workshop was at its fullest.
- Nobody could say how many requests came in, how long they took, or where the bottlenecks were.
The solution
One shared inbox, three locations, clear ownership
The team rolled Flowdesk out over a single week, starting with the workshop and expanding to the other two shops once the first templates were proven.
Routing rules per shop
Repair tickets go to the workshop team, rentals to the river shop, and warranty claims to the manager. Anything unclaimed after 30 minutes escalates to whoever is on shift.
Saved replies and a shared history
Staff answer common questions — tune-up pricing, booking windows, parts availability — from a shared library, and every location sees the full conversation history.
The results
What changed after the first quarter
Illustrative figures — example data for this demo, not measured results
4 hrs
Median first response, down from roughly two days
Example metric
92%
Of tickets answered within one business day
Example metric
1 inbox
Replacing five separate places to check
Example metric
3 shops
Sharing the same queue and reply library
Example metric
Placeholder testimonial
“We stopped losing track of who had answered what. The workshop can see that the front counter already replied, and customers get an answer the same morning instead of wondering if we read their email.”
Timeline
From first call to fully rolled out
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Week 1
Discovery and setup
Connected the shared email address and web form, imported the existing customer list, and agreed on ticket categories.
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Week 2
Workshop pilot
Two staff members ran all repair requests through Flowdesk. Routing rules and the first ten saved replies were written together.
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Weeks 3–4
All three locations
Rental counter and flagship store joined the same queue. A short daily check-in replaced the morning paper-pad handover.
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Month 2–3
Refining and reporting
Templates expanded to warranty and parts questions. The team started reviewing weekly response-time reports to spot busy periods.
See how Flowdesk would fit your shop
Tell us how your team handles customer messages today and we'll walk through a setup built around your locations and busiest hours.