Bosch eBike Systems is a global leader in eBike drive systems and digital mobility solutions. Founded in 2009, the company has evolved from an ambitious start-up into a key innovation driver in the cycling industry. Today, over 70 leading bike brands worldwide rely on smart, connected components “empowered by Bosch.”
To support the next generation of connected bikes and enable a seamless service experience, Bosch eBike partnered with DIA to design and implement an end-to-end digital platform. The result: a fully integrated Salesforce- and AWS-based architecture with customer and partner portals, diagnostic tool integration, and live motor connectivity.
How does it work?
Challenge
With the development of a new, IoT-enabled eBike motor generation, Bosch eBike required a digital service platform capable of supporting connected products in real time. The existing tools lacked integration, scalability, and the depth needed to manage hardware, customer, and partner data across systems. Creating a seamless, end-to-end service experience from motor data to customer support became the central challenge.
Service Experience
Realtime Support
End-to-end Service
Solution
DIA implemented a scalable Salesforce Service Cloud platform as the digital foundation of Bosch eBike’s new service experience. IoT data from the motor is made available through Bosch’s backend and is directly linked to the Service Cloud, enabling real-time diagnostics and remote support. Customers can access the service via hotline or portal, while service partners collaborate on cases via their own portal including the ability to share diagnostics and log data instantly with Bosch eBike experts.
Service Cloud
Unified Portal
Scalable Service
Results
The new service platform redefined Bosch eBike’s digital customer and partner experience. Real-time integration of motor data enables faster diagnostics, fewer service steps, and more transparency for all stakeholders. Customers benefit from direct access to support via the portal or hotline, while service partners operate more efficiently with online tools and instant data sharing. The result is a seamless, IoT-driven service journey fully aligned with Bosch eBike’s innovation leadership in connected mobility.
Service Platform
Seamless Service Journey
Efficiency
“With DIA, we found a partner who truly understands both technology and customer experience. They helped us connect our products, data, and service processes into one seamless ecosystem turning our vision of connected mobility into reality.”
