CASE STUDY:

DUER

We partnered with DUER's Vancouver retail store to offer product tailoring  and repairs both under warranty and as an available paid service.

The result? DUER created an additional $54K in value per month and wowed their dream customers.

A small sign is displayed near the cash register with a QR code for customers to begin their Hem / Repair journey.

5 Days

Average Service Time

$14K

OpEx Savings
Per Month
DUER Performance Apparel, based in Vancouver, merges fashion with function, crafting versatile clothing for modern adventurers since 2013. Renowned for sustainability and durability, they offer innovative designs like water-repellent jeans and adaptable shirts. With a fast-growing brand store, e-commerce and international wholesale presence, it’s fair to say that “the world’s most comfortable pants” are being embraced by active individuals everywhere.

The Challenge: creating excellent brand experiences with alterations and repairs efficiently, and at scale

When we first started talking with DUER, we learned all about the passion they feel for offering these services, and the daily struggle they faced not having the right tools and information available to be successful.

Before Spruce, they knew the demand was there, but the systems were not. Imagine lots of pen and paper, Excel documents, delays, and peer-to-peer training. It was pure dedication from management and key staff keeping it all working.

Despite their best efforts, things got lost, vendor relationships were strained, and time was spent troubleshooting or reacting to complaints. Add constricted budgets and turnover to the picture and you see why DUER signed up as a strategic pilot partner for Spruce.

‍

Mockup
Retail-Friendly Technology
Just like a premium e-commerce experience, Spruce enabled DUER to send slick notifications every step of the way.

Technology also enables Spruce’s “Fastest Turnaround-Time Guarantee,” and powers an easy-to-use intake and status portal that staff can facilitate in 5 minutes on their very first day of work.
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Speed and Quality
Our quality management system makes sure that everything looks and works great, every time, regardless of whether the product has been repaired by one of our at-home alterations experts, or a repair shop we partner with.

The hyperlocal Certified Technician Network also makes sure services are completed on time, regardless of season.
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Zero-Emission Logistics
Since logistics is one of the biggest headaches, we take care of it.

Because we use zero-emission vehicles, your brand looks good as pickups and drop-offs are taking place, and your reduction in CO2-eq is protected.

+1,388

Foot Traffic is King for Retail
We generated 530 new door swings for DUER in just three months, and we predict over a thousand more from these customers and their friends over the next 12 months.

Offering repair and alterations attracts new customers to the brand and engages existing customers. Even better, when a customer is impressed, they tell their friends and come back sooner to make their next purchase.

$162K

Dollars and Sense
In three months we generated $162K in value between operational expense savings and new revenue.

This value is created through revenue from repairs, increased loyalty, word-of-mouth marketing, savings on warranty replacements, savings on labour, and alterations.

70 NPS

Resonate with Valuable Customers
Customers loved Hem / Repair services powered by Spruce, and not just any customers. Using just our prototype, we generated an NPS score of 70 - for those who aren’t familiar with the metric, that’s a world-class result.

The customers who rated their experience highest? They happened to be DUER's exact target customer demographic. They were motivated by better fit, sustainability, and keeping their favourite pieces in action. These services aren’t just nice to have, they drive the business forward.

58%

The Power of Insights
Just two services accounted for 58% of the total. Insights like this are made possible by capturing and analyzing valuable after-sales data.

Learning directly about customer’s products, experiences, motivations and desires, Spruce can deliver rich dashboards and reports on how to address things like emerging warranty issues or even inventory gaps, as well as tackle anything negatively impacting the customer’s experience.

Tangible sustainability wins are measured so they can be included in compliance reporting and amplified by the marketing team, staff and consumers.

6.1
tons

Sustainability Wins Worth Celebrating
The environmental impact of these services over a single quarter was a 6.1 ton reduction in CO2-eq, and 113kg in diverted textile waste. That’s like taking three cars off the road for a year, and keeping a Giant Panda Bear’s worth of textile garbage out of the landfill.
Credit card mockups
The Result 
A quadruple threat solution that helps business KPIs, staff, shoppers, and the planet.
Take the Next Step
Make alterations and repairs easy. Save money, make money, and drive your business forward.
how it workscontact us

Direct from DUER:

Experience

"I think overall the pilot went incredibly well. Glowing customer views, and great reviews from our team"
- Anna, Director of Retail

Automation

"It has been a blessing getting the day-to-day tasks related to hem/repair automated, for example automated emails to customers. Also, the responsiveness in communication for any order issues or product feedback has been top notch"‍
- Parm, Ops Lead

Sustainability

"My favourite part is the sustainability of it, and it incentivizes the customer to continue working with us"
- Skylar, Sales Associate

Sales

"Once the customer knows alterations are possible, they simmer on the idea that they can actually customize the length as they browse, and since there aren't many places that offer it, customers are so surprised and excited about it"
- Arya, Sales Associate

Brand

"Spruce has acted as an important engagement tool for our customers, which solidified our values as a brand, our customers' understanding of who we are, and our commitment to them and our product"
- Ana, Assistant Store Manager

Want results like DUER's?

Reach out to ask questions, or request a free demand and value assessment for your brand.

contact us

Making product care and repair accessible for all businesses.

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