Case Study: Priority Bicycles achieves faster responses and higher customer satisfaction with Kustomer

Priority Bicycles - Customer Case Study

Priority Bicycles, founded in 2012 to make affordable, low‑maintenance bikes, runs a customer‑first operation with 7‑day support and cross‑team access to customer data. As the business grew — including a new Fleet Services line — they needed a single, integrated platform to consolidate customer interactions and product history so the team could respond faster and learn from user experience.

They replaced a homegrown system with Kustomer and adopted the Customer Timeline to unify email, chat, phone, SMS, social and sales data in one view. The change delivered faster, more informed responses, reduced case handling time, higher customer satisfaction, greater efficiency in handling more work with less effort, and insights that help improve products and scale Fleet Services.

Priority Bicycles

David Weiner

Founder and Bicycle Designer