A program born of observation

When Éric Dominicy took over the Customer Care & Technical Support department four years ago, he quickly identified a major issue - the after-sales service needed to be reconnected with the rest of the company. “The customer care service was very customer-focused, but internally, it lacked tools to connect it to other departments. Spare parts, for example, were not listed in our information systems. It was impossible for our customers or resellers to know what was available,” he explains.
The parts were stored in informal conditions, “in a small room in the middle of the workshop, with no thought given to their organisation or presentation. Everything was managed by hand. We urgently needed to rethink our approach.” This was the backstory for the spare parts project. 

A collaborative approach across departments for a successful transition

The first step was to sort the 700 spare part numbers available. “After a big clean-up job, we ended up with 200 really useful part numbers. These were injected into our information systems, with precise descriptions and explanatory notes to make them visible and accessible to our customers. ”

This transformation required close collaboration between different departments. Ensuring that spare parts could be ordered required adjustments throughout the company’s information systems and involved all business lines, including marketing, purchasing, R&D, procurement, logistics and sales administration. 

Safety and compliance

“In the past, only the most motivated customers who were prepared to contact customer care or put pressure on their dealers, managed to obtain the parts they were looking for. Now, everything is structured,” explains Eric. Customers can consult a dedicated section on the Petzl website, which lists all the spare parts available, with photos, compatibility information and detailed descriptions.
Professionals can now access spare parts via a dedicated platform, while private customers go through approved dealers. The aim was to create a clear, seamless customer journey. Depending on the parts and product categories, there are two access options:

• Parts can be ordered directly: Around 80% of parts can be ordered via the Petzl Dealer website by resellers, or via an authorised distributor for private customers. 
• Parts requiring a service check: For safety or compliance reasons, some parts cannot be ordered directly. “For PPE (Personal Protective Equipment), ensuring that the right spare part is selected and that it is correctly fitted is crucial.”

This new service sees Petzl moving beyond its traditional role as an equipment manufacturer, and becoming a complete supplier, capable of meeting users’ expectations not only in terms of the product itself, but also in terms of maintenance and repairability.

Extending the useful life

One of the key objectives of our spare parts programme is to extend the useful life of our products. “We’re not talking about extending the maximum life of equipment, as this is regulated and fixed, particularly for PPE. But by making it possible to replace a worn or broken part, we avoid throwing away a product that is still functional. ”

A measurable impact

Since the launch of this new spare parts service in September 2024, more than 2,500 parts have been ordered in just a few months. “This figure may seem modest, but it marks the start of an important transition. We’re starting to see a real change in attitudes, with customers favouring repairs over buying a new product,” says Eric, delighted.
By making it possible for users or dealers to carry out these repairs themselves, Petzl helps delay the purchase of new equipment, thereby contributing to more reasoned consumption. And this is just the first step in a broader vision that incorporates repairability right from the product design stage.
“Petzl is now looking to identify wearing parts from product design so as to facilitate future repairs. It’s like the brake pads on a car: before, they couldn’t be taken apart. Today, it’s assumed that they can be. ”

At the same time, Eric’s team is working on a new project: the Repair Centre. “This will be another step forward. The idea is to offer even more advanced solutions, with tools, tutorials and a structured network for more technical repairs.” 
“This programme reflects our desire to be pioneers and meet the expectations of our customers, who want practical, environmentally-friendly solutions,” says Eric.

Related article: The Environmental Impact of Our Products Moving Toward a More Sustainable Future