Canyon is a leading German manufacturer of high-performance bicycles – known for direct-to-consumer excellence, Grand Tour victories, and innovation on two wheels. Based in Koblenz, Canyon has built a loyal global customer base through engineering precision and seamless digital experiences.
To enable scalable growth and unify its customer interactions, Canyon partnered with DIA to take over and transform its existing Salesforce ecosystem. As part of the DIA Managed Service, we assessed, stabilized and optimized Canyon’s platform landscape – including Service Cloud, Experience Cloud and Identity services. Our work focused on creating a seamless, data-driven customer journey and empowering the Canyon team for future success.
How does it work?
Challenge
Canyon's existing Salesforce landscape had grown organically across multiple systems and partners – but lacked the technical coherence, performance, and integration depth needed for long-term scalability. With fragmented data, siloed experiences, and limited automation, the platform could no longer fully support Canyon’s ambitions for digital growth and personalized customer engagement.
Service Experience
Fragmented Data
Digital Growth
Solution
DIA stabilized the existing system landscape through an assessment, technical refinement and architectural clean-up. As part of the DIA Managed Service, we optimized the core platform, integrated key systems incl. ERP and built a central customer portal. A unified data foundation was established using the CDP as a single source of truth – powering personalized campaigns, automation and service journeys.
Service Cloud
Unified Data
Personalized Campaigns
Results
The collaboration with DIA led to a 34% increase in transactions, driven by optimized service processes and smarter marketing orchestration. A fully integrated customer portal now delivers a 100% digital product experience across all key touchpoints. With the CDP as the single source of truth, Canyon benefits from intelligent segmentation, automated journeys, and real-time KPI tracking – including NPS and CLV.
Optimized Service
Digital Customer Experience
CDP
"Our partnership with DIA has enabled us to create a customer service experience that provides genuine added value to our clients."
Manuel Hasenstab
Director Digital Applications
More outstanding service experiences
Start a conversation that drives impact
We’re curious about your goals and challenges. Let’s see what we can build together.
