As a direct-to-consumer brand, Canyon Bicycles has always maintained a strong and personal relationship with its customers and fans. Canyon is continuously working to expand and improve the range of on-site customer services, in addition to the extensive possibilities offered by the digital service offerings. With the brand new Canyon Factory Service (CFS) in Eindhoven, Canyon goes one step further and creates an additional personal point of contact for Canyon riders and cycling fans in the Netherlands and the surrounding area. The on-site offer includes the complete Canyon customer service, repairs and bike pick-ups as well as a holistic brand experience.

The Canyon Factory Service in Eindhoven complements the first service workshop in the Canyon showroom in Koblenz (Germany). Another on-site service location is located in the Canyon.US showroom in Carlsbad (California). In addition, there has also been a Canyon Factory Service in Rotselaar (Belgium) since September 2022.

Network of local bike workshops

Canyon is also expanding its customer service through its Affiliate Service Partner (ASP) network: There are currently over 300 ASPs worldwide (including nine in Switzerland), and the number is growing in order to serve as many Canyon fans, customers and clients as possible. The concept of decentralized service touchpoints is based on good and reliable partnerships with local bike repair shops, which make their services and offers available to Canyon customers.

Canyon is further expanding these partnerships and strengthening communication and service levels in order to continuously improve the services of its partners and thus the service for customers. This includes better visibility on site, in the form of guidance and support services, as well as the introduction of digital tools that make the entire repair and service process more intuitive for everyone involved.

Canyon CEO Nicolas de Ros Wallace: "We are always looking to improve the customer journey at all stages and to further strengthen the way in which we interact directly and personally with customers. We are also focusing on making the most of the many opportunities offered by new digital tools." This approach reinforces Canyon's pioneering work in the field of direct sales and the deep roots of customer orientation at Canyon.

canyon.com