Four bays, six mechanics, one board everyone trusts
A performance shop where the retail floor and the workshop used to run as two businesses. What changed when both ended up on the same customer record.
- Industry
- Bikes
- What they do
- Retail and service
- Team
- 14, six of them mechanics
- Where
- Kingston upon Thames
- Country
United Kingdom- On Workshop since
- 2024
A Saturday at Sigma
Four bays running, the front counter three deep, and nobody shouting across the shop to ask where a bike is.
What changed, measurably
bays scheduled against six mechanics’ actual shifts.
jobs a week through the workshop, all on one board.
collected on the day promised, up from “most weeks”.
“We were running two businesses that happened to share a door. Now a customer who bought a bike off the floor and books a service is one person, on one record, and the mechanics can see the whole history.”
Before
At Sigma’s volume the problem was never forgetting a job, it was knowing which bay a job was in and who had touched it. Bikes were tracked on a whiteboard that got wiped every evening, so anything that carried over lost its history.
The retail side had a full customer record. The workshop had a job number. The two never met, which meant a rider who’d spent four figures on the floor was a stranger the moment they booked a service.
Saturdays were the pinch point. Six mechanics, four bays, and a booking system that didn’t know how many of them were actually on shift.
What they actually use
- Capacity that follows the roster
Booking slots track who’s actually on shift, so Saturday stops being oversold by Wednesday. Booking management
- One customer record across floor and stand
Purchase history from the till sits next to service history on the job. POS & ecommerce
- Parts approval without the phone call
The rider approves the extra part from their phone and the bay carries on. Messaging
In the shop
Four bays along the back wall, a build area, and a screen on the end of the racking that everyone glances at on the way past.
