CycleSoftware
About
Industry & location
CycleSoftware is a Dutch software company that builds practical tools for bicycle retailers. The company has a strong connection to the cycling industry. Many employees ride themselves and follow the sport closely, which gives the team a clear understanding of how bicycle stores work and what processes matter most. This background influences the design of the platform, which focuses on clarity, ease of use and reducing unnecessary steps in the workflow.
Product & service
The platform supports the majority of the market and brings together the daily activities of a modern bicycle store. Dealers use it to manage sales, repairs, workplace planning, integrations with suppliers, ecommerce connections, insurance registrations and customer communication. With one system, they can run their entire operation from day to day, with better visibility, efficiency and control across teams and processes.
Mission
CycleSoftware is well established in the Netherlands and is actively expanding into Belgium and France. Each new market introduces different requirements, regulations and local practices, from taxation rules to supplier integrations. The company continuously adapts its platform so dealers can work with the same simplicity, consistency and confidence across borders, without changing the way they run their daily operations.
The challenges
Growing demand
As CycleSoftware continued to grow, more dealers relied on the platform to support their daily work. The infrastructure performed well and supported this growth, but much of the operational knowledge was concentrated with one engineer. This setup had worked for years and contributed to the company’s strong position, yet it also showed that the platform had reached a stage where shared responsibility and broader technical support would create a more sustainable foundation for the future.
International expansion
With stores across multiple countries depending on the system, it became the right moment to strengthen continuity and prepare for further expansion. The expansion into Belgium and France added new layers of complexity, including different regulations, supplier networks and market expectations.
Stronger model
With more stores connecting to the platform and more integrations running in the background, the environment needed a stronger and more resilient operational model. Improving resilience and securing continuity became essential to ensure smooth daily operations across all markets.
Expert partner
CycleSoftware wanted to ensure that issues could be resolved quickly, even in complex cases. They needed a partner who understood their type of environment, could support deep technical challenges, and could step in when internal capacity reached its limits.
The solutions
Support layer
To support the next growth phase, CycleSoftware partnered with Fairbanks for Emergency Assistance on their platform. The goal was to add a dependable support layer so complex issues could be escalated efficiently and handled with more flexibility. This allowed the team to focus on long-term development rather than staying constantly available for operational challenges, giving them space to plan, improve, and strengthen their platform.
Knowledge transfer
The collaboration included structured knowledge transfer and recurring technical sessions. These sessions helped document key processes, review the environment, and ensure that critical tasks were no longer tied to a single engineer. At the same time, it created a clearer workflow for handling unexpected issues, with direct access to engineers familiar with similar environments who could respond quickly and efficiently when needed.
Improved confidence
In one instance, CycleSoftware faced a difficult update problem that required deeper investigation. Fairbanks engineers reproduced the issue in an isolated environment, diagnosed the root cause, and provided a solution without involving external parties. This confirmed that the support setup could handle complex challenges and gave the team more confidence in the stability, reliability, and long-term continuity of their platform.
“Before working with Fairbanks I handled everything on my own. It worked, but it was not sustainable. With Emergency Assistance in place I finally have a fallback. I do not have to be on standby every hour of the day anymore, and issues can now be resolved much faster.”
The results
Predictable operations
With Emergency Assistance in place, CycleSoftware now operates with a stable and predictable setup. The added support layer strengthens continuity and ensures complex issues are resolved efficiently when needed. This gives the team freedom to focus on planned development, improvements, and long-term initiatives without being tied down by daily operational challenges.
Enhanced documentation
Structured sessions improved documentation and clarified recurring tasks, making the platform easier to maintain, monitor, and update. Key processes are no longer dependent on a single person, which reduces risk, increases team knowledge, and creates a stronger, more resilient foundation for consistent daily operations across all stores, teams, and markets.
Expert support
When complex situations arise, CycleSoftware has direct access to engineers who thoroughly understand their environment and can resolve issues quickly and effectively. This coordinated support ensures problems are addressed efficiently, significantly reduces downtime, and allows the internal team to stay focused on strategic priorities rather than daily operational firefighting.
Growth confidence
The value of this approach became clear during cases that required deeper investigation. Problems were resolved directly through careful analysis and targeted troubleshooting without involving external vendors or delaying store operations. This increased confidence in the platform, providing better insight, stronger stability, and a clear path for future growth and scaling.
