Case Study: How We Helped a European Furniture Manufacturer Reduce Maintenance Rates
In international business, while product price matters, post-sale maintenance costs often play a more decisive role in customer satisfaction. For furniture brands, a high maintenance rate not only increases labor and parts costs but also damages brand reputation. This was the challenge faced by a European furniture manufacturer, and Enjoying Go Co., Ltd. was able to provide the right solution.
1. The Customer’s Challenge
This European manufacturer specializes in conference tables and educational furniture, supplying schools and enterprises across Europe. However, they reported:
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Caster wheels from their previous supplier often loosened or broke within a year of use.
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The most common customer complaints were: “the table is hard to move,” “the wheels jam,” and “the wheels scratch the floor.”
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Their overall maintenance rate was as high as 23%, putting pressure on both service costs and brand reputation.
2. The Hidden Cost: Loss of Brand Trust
Although the casters from other suppliers were cheaper at purchase, the hidden costs were much higher. Many consumers chose not to report issues, even if products were under warranty. Instead, they quietly formed negative impressions of the brand, or worse, voiced complaints on social media and forums. These negative reviews can spread quickly and cause far greater damage to brand reputation than the repair costs themselves.
3. Our Solution
To address the customer’s pain points, we recommended PU + nylon dual-injection casters, featuring:
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High-durability PU material – ensuring smooth rolling on hard floors even after long-term use.
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Noise-reduction design – ideal for classrooms and conference environments.
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Reinforced axle structure – preventing loosening or breakage over time.
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Brake function – allowing tables to switch easily between mobility and stability.
We also implemented a batch tracking system, ensuring that each production batch could be traced for faster problem resolution if issues arise.
4. The Results
After switching to our casters, one year of tracking data showed:
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Overall maintenance rate dropped from 23% to below 14%.
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Issues caused by casters accounted for less than 2%, proving that our solution effectively eliminated their core problem.
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Customer complaints significantly decreased, reducing after-sales costs and labor demands.
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The brand’s reputation in the education and corporate markets improved, generating additional new orders.
5. Customer Feedback
The client shared: “The real value is not just reducing costs, but finally not having to worry about wheels anymore.” This highlights how our casters have become a key factor in building customer trust in their brand.
Conclusion
This case clearly demonstrates how high-quality caster wheels can directly reduce maintenance, protect brand reputation, and increase customer satisfaction for furniture and equipment manufacturers.
At Enjoying Go, we are not just a supplier—we are a solution partner helping customers maintain their competitive edge in the global market.
Ready to reduce maintenance rates and protect your brand reputation? Contact us today and discover how our caster wheel solutions can support your business success.