Dadelo S.A. develops pre-sale and after-sale service in the face of market changes

Service Business

The first three quarters of 2020 was a period in the bicycle industry marked by restrictions in direct trade and the related development of alternative channels of communication with the client. Faced with significant sales increases, companies from this segment faced a difficult task. Some emerged victorious from this clash. An example is Dadelo S.A., one of the national leaders in the sale of bicycles and bicycle clothing on the e-commerce market.

According to the data provided by the owner of Centrumrowerowe.pl and Dadelo.pl online stores, the greatest increase in traffic among traditional customer contact channels was recorded on helplines. They are one of the main sales channels of the company. In the first three quarters of this year. the number of customer contact attempts increased by 71%.
The greater load on the communication channels with the client also concerned e-mail inquiries. In 2020, on average, this channel reached the company between 10 and 15 thousand contact requests per month. The response time to customer inquiries was between 2 and 8 hours, depending on the complexity of the inquiry and the need for possible contact with suppliers.

In response to the growing customer demand for alternative contact channels, Dadelo S.A. introduced in the second quarter of this year. new functionality - online chat. Over the two quarters, the number of its users increased fivefold, thus the channel has become an important part of the company's communication system with customers. Currently, the Dadelo company provides four methods of contact: helplines, e-mail boxes, direct chat and chat via social media.

The above results clearly indicate the increased interest of customers in products from the bicycle industry in the first three quarters of 2020. For Dadelo, outdoor clothing and accessories, bicycles and bicycle clothing turned out to be the most developing segments in which sales increased by approx. 200% compared to the same period of 2019.

Dadelo S.A. is a joint-stock company that owns the Centrumrowerowe.pl and Dadelo.pl online stores. It belongs to the Oponeo.pl S.A. capital group. The company intends to enter the Stock Exchange, and therefore submitted an issue prospectus to the Polish Financial Supervision Authority in September. Subscriptions in the initial public offering of Dadelo S.A. shares run from 4 to 11 December 2020.

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