CARTIER and Sports Experts: A partnership that delivers!

When two companies share the same vision of sustainable progress, results come quickly. At CARTIER, it all started with a simple word-of-mouth recommendation... and a somewhat bold idea.

Guillaume, our business development expert, decided to try out the Sports Experts customer experience for himself. He placed an order directly on their website to observe every step of the process, from ordering to delivery. During the meeting with their teams, he literally unpacked the packages he received in front of them, a simple, concrete, and eloquent demonstration. That's when it all came together: improving the customer experience while reducing GHG emissions related to packaging.

From the very start, the relationship took the form of a true partnership. The Sports Experts team shared its needs and constraints, while the CARTIER team committed to finding THE ideal solution, both for franchisees and for the company's overall vision.

The objectives were ambitious but realistic:

• Enhance the customer experience with professional, attractive packaging;
• Maximize recyclable content and integrate eco-friendly materials;
• Improve ergonomics and simplify in-store logistics;
• Allow easy product returns without compromising quality;
• Ensure seamless integration with existing storage setups.
• Throughout the process, Guillaume worked closely with the Sports Experts teams, listening carefully and balancing the needs of franchisees and headquarters. An analysis of the most frequent orders also made it possible to design versatile formats capable of packaging a wide variety of products.

Some ideas were tested and ruled out. For example, compostable mailers initially seemed promising, but deeper analysis showed they weren’t the most sustainable or long-term fit. Together, we redirected the project toward a proven retail solution: kraft paper envelopes.

The challenge: replace plastic-based envelopes with an eco-friendlier solution without compromising the customer experience or in-store efficiency.

The answer:  kraft paper envelopes manufactured in North America, reducing the supply distance compared to most retailers who still import from Europe.

Sports Experts also wanted its new bags to reflect its values. The company therefore worked with the Polygraphe agency to create a design that reflected its image: minimalist, dynamic, and committed, speaking directly to consumers about its eco-friendly choice.

Before rolling out the solution, rigorous testing was conducted: first in the lab using our simulation equipment, then in the field with real customer orders.

The result: a definite success! The kraft bags proved to be sturdy and practical, while offering a truly eco-friendlier solution for Sports Experts and its customers.

To support the change, Sports Experts franchisees were invited to CARTIER to discover the new packaging, ask questions, and better understand the benefits of the solution. 

Our team also assisted with change management:

• Installation of ergonomic packing tables;
• Integration of water-activated tape dispensers (Better Pack); 
• Training and hands-on support to ease the transition.

CARTIER acted as a true facilitator, making the process simple, clear, and efficient for everyone involved.

Since fall 2024, the new solution has been rolled out across Sports Experts stores and the results speak for themselves:

• Fast delivery within 24 to 48 hours for franchisees;
• Enhanced customer experience;
• Average packaging weight reduced by 12%;
• 100% recyclable and plastic-free solutions;
• A more ergonomic, faster, and consistent packing process.
   

In Sports Experts’ Words

“Our collaboration with CARTIER marked a turning point in our online sales operations. Transitioning from plastic to reusable or compostable cardboard packaging has significantly reduced our environmental footprint while aligning us with industry best practices. CARTIER also helped us optimize our processes with automated tape solutions, standardized packaging methods, and scored boxes that simplify inventory management and boost efficiency. Their expertise and availability made this project not only a great success but a truly enjoyable partnership.”

— Cédrik Lescarbeault, Sports Experts Franchisee