Remote bike maintenance: How remote wrenching & digital service work

The bicycle industry is facing major challenges: Long waiting times and limited service capacities are a burden for dealers and customers alike. The Freiburg-based company Wunderfix is now looking to remedy this situation with an innovative solution. As part of the JobRad Group, Wunderfix has developed a remote repair service solution that connects trained bicycle mechanics with cyclists who need their bikes repaired. The system uses video calls, chat and an integrated ticket management system to diagnose and fix problems remotely.

Bike owners with a problem with their bike can contact Wunderfix via their online retailer's customer service. Mechanics then carry out a problem diagnosis via video calls and provide instructions for self-repair. If the problem cannot be solved remotely, Wunderfix coordinates the referral to local partner workshops. A diagnostic report and a cost estimate will be created; the ordering of brand-specific components and payment processing will also be taken care of.

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Solution guaranteed, comprehensive service

The provider promises that the service is available nationwide in Germany and Austria. The company also offers a solution guarantee: if service issues cannot be resolved, Wunderfix will cover the costs incurred. The service is primarily aimed at online bike sellers (B2B), but also includes stationary specialist bike workshops. According to the provider, with Wunderfix's documentation and support, they can also repair bikes from brands that they do not normally offer. The company emphasises the possibility of building a bridge between digital and traditional bicycle service.

Future prospects and successes

Since its launch, the repair service has reported measurable success. Internal evaluations show that over 90 per cent of end customers use the Wunderfix service when it is offered to them by their online bicycle dealer. More than 50 per cent of repair requests could have been dealt with via the "remote control". The service has already supported over 35 bike brands.

Innovative working models in the bicycle industry

Alexandra Lücke, CPO of the company, emphasises the importance of working with specialists. The company relies on experts in app development, digitalisation, customer service in the bicycle industry and experienced bicycle mechanics. The approach of having master mechanics work from home is particularly innovative. "This allows us to create innovative working models and even completely new job categories - a bold step in a traditional industry," explains Lücke.

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Partnership with Myvélo

Since its launch last autumn, the repair service has reported measurable success. Internal evaluations show that over 90 per cent of end customers use the Wunderfix service when it is offered to them by their online bicycle dealer. More than 50 per cent of repair requests could have been dealt with via the "remote control". The service has already supported over 35 bike brands. In July 2025, the Freiburg-based company entered into a partnership with Myvélo, a German specialist for high-quality racing bikes and e-bikes, with the aim of offering faster and more efficient customer service.