Case Study: Atlas Lifestyle streamlines Aeron repair intake and warranty validation with Dyrect

Atlas Lifestyle reduces warranty operations costs by 30% with Dyrect

Atlas Lifestyle, a Singapore-based retailer specializing in Herman Miller furniture, faced an operational challenge when it opened its repair service to all Aeron chair owners, including those who purchased elsewhere. Their intake process was overwhelmed by unstructured requests from multiple channels like WhatsApp and email, making it difficult to validate warranties and collect necessary evidence efficiently. They turned to Dyrect for a structured solution.

Dyrect implemented its branded repair request intake and warranty validation modules for Atlas Lifestyle. This provided a guided, searchable flow that captured product details and evidence upfront, automatically classifying each request against Herman Miller's warranty policy. The solution enabled Atlas to respond within one business day, reduced warranty operations costs by 30% on average, and transformed repair into a significant customer acquisition channel and revenue stream.

Atlas Lifestyle