CANYON ENHANCES ITS DIRECT-TO-CONSUMER STRATEGY WITH THE OPENING OF A NEW 'FACTORY SERVICE' LOCATION IN MADRID

Canyon Factory Service (CFS) Tres Cantos will be a service, test and cycling hub where customers and fans can engage with Canyon in person.

After Canyon's launch in 2002 the brand quickly became known for pioneering direct relationships with consumers through online channels. Since then, it has expanded through innovation in all areas of its business, including its best-in-class customer care and service approach. Examples of this are the recently launched Canyon App or the international network of authorized Canyon workshops.

Canyon is now continuing to move forward in this area with the opening of the latest Canyon Factory Service (CFS) location in Tres Cantos, Madrid. This will give Canyon a physical premises in Spain where users can receive services and experience the brand first-hand.

The new Canyon Factory location in Tres Cantos, Madrid is the brand's first CFS location in Spain and the fifth worldwide, joining CFS locations in Rotselaar (Belgium) and Eindhoven (Netherlands), as well as the Canyon Showroom in Koblenz (Germany) at the brand's headquarters, and the CFS location at Canyon’s US entity in Carlsbad (California, United States).

Canyon Factory Service (CFS)

Innovation at Canyon is not only about developing incredible products for athletes, customers and fans to perform at their best, it’s also about the entire experience of buying and owning a bike. Canyon aims to embed its innovative DNA into every project and Canyon Factory Service is no different. Far from being a traditional showroom, its CFS experience is based on 3 pillars:

1. Service Center: CFS is a service point where users can receive advice from brand experts or have their Canyon receive the best care from experts in bike mechanics. In addition, customers can opt for a New Bike Day service, a premium experience in which a brand expert delivers the customer's assembled bike followed by usage advice, which can be selected during Canyon’s online purchasing process.

2. Test Center: Customers who come to CFS Madrid will not only find bikes displayed statically. On the contrary, CFS aims to be a space where visitors, customers and fans can touch, ride and test a wide selection of Canyon’s most popular bikes.

3. Community hub: Finally, remaining true to Canyon’s 'Inspire to Ride' mission statement, and to its strong focus on creating riding communities, CFS Madrid will become a meeting point for the Canyon community, where events such as ride outs and talks are held, allowing fans to interact with the Canyon crew, brand ambassadors and athletes.

All services and activity programs of CFS Tres Cantos can be found here.

Furthermore, Canyon is continuing to strengthen its customer service through the network of international authorized Canyon workshops. Currently, Canyon has a network of workshops totaling more than 300 worldwide, including 17 in Spain and Portugal.

The concept of decentralized service points is based on agreements with local shops and workshops ready to support Canyon customers. Canyon is focusing its efforts on enhancing these partnerships and strengthening communication and service to provide a practical and helpful service for its customers. This includes better local visibility, useful guidance for customers when support is needed, but also the implementation of digital tools such as live tracking that will make the entire repair and service process smarter for all parties involved.

Canyon CEO, Nicolas de Ros Wallace: "We strive to constantly improve the customer journey at all stages and the ways of interacting directly and personally with customers, as well as using the unlimited opportunities that new digital tools can provide."

For more on CFS Tres Cantos see here, or for Canyon's Affiliate Service Partners please visit this link.