REIMA
In - App Repair service
Client: Reima
Timeline: 2023
Focus
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Sustainability Strategy
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Brand led Customer Experience
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Circular economy principles
“Reima’s number one priority is to build a better tomorrow for our children. Instead of contributing to the problem of overconsumption, we can be part of the solution by producing as durable clothing as possible, and by lengthening its life by mending it.”
Johanna Sarviharju, Chief Experience Officer at Reima.
The Challenge: Brand living up to its core values of durability and sustainability
Reima's core brand promise was durability and sustainability, but when kids inevitably damaged their premium outerwear, parents had no easy way to repair items. This created a gap between brand values and customer experience, potentially leading to premature disposal of expensive, well-made garments.
How to integrate end to end Repair service coherent with the Brand experience?
How can customer and product data be traced with external service provider?
How to manage customer expectations and loyalty?
The Solution: Seamless in-App Repair service
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Integrated repair services directly into Reima's existing mobile app through service provider's platform. Customers could seamlessly book repairs for damaged items without leaving the brand ecosystem. The service connected customers with vetted repair professionals while Reima maintained full control over the customer experience.
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The service focuses on:
Strengthened brand positioning around sustainability and durability
Increased customer satisfaction with seamless, branded repair experience​
​Extended customer lifecycle by keeping them engaged post-purchase
Data insights on product performance and customer behavior patterns​
“Reima’s number one priority is to build a better tomorrow for our children. Instead of contributing to the problem of overconsumption, we can be part of the solution by producing as durable clothing as possible, and by lengthening its life by mending it. To make it easy for parents, we wanted to cooperate with Menddie. They have a solid expertise in mending services, and it’s our intention to develop future services together, to benefit our customer families,”
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Johanna Sarviharju, Chief Experience Officer at Reima.