Outdoor company Revolutionrace, which is part of the listed RVRC Holding AB, announced on Tuesday that it proposes a reorganization of its customer service. The proposal involves a reduction in personnel equivalent to approximately 25 full-time positions. The final number of positions affected will be determined in the union negotiations that have now begun.
The background to the change is that the company has, in recent years, developed and implemented AI-based automation in customer service. According to the company, this has led to an increasing proportion of customer cases now being resolved automatically, without the need for an agent to be involved.
Hiring External Partner for Seasonal Variations
In addition to the automated handling, Revolutionrace has entered into an agreement with an external partner for customer service-related services. The idea behind the new structure is that cases that cannot be handled by the AI system should primarily be handled by the external partner. This will allow the company to more easily adapt staffing levels to varying volumes and seasons.
More complex and escalated customer cases will continue to be handled internally by the company's own staff.
This is difficult news to deliver. The proposal affects colleagues who have been involved in building Revolutionrace for many years and who meet our customers with great commitment every day. We will do everything we can to support those affected. At the same time, the conditions for how we best help our customers have fundamentally changed. With AI automation, a partner that can scale as needed and our own expertise for the more complex cases, we want to continue to deliver a first-class and efficient customer experience.
Says Paul Fischbein, CEO of Revolutionrace, in a comment on the announcement.
Expected to Save Seven Million Annually
The reorganization is expected to generate annual cost savings of approximately 7 million Swedish krona compared to the cost level during the last twelve months. The savings are expected to be fully effective from March 2027. At the same time, the restructuring will incur one-time costs of approximately 8 million Swedish krona, which will affect the group's second quarter in the financial year 2026/2027.
The announcement of the staff reductions comes at a time when the group recently closed its latest financial year with a turnover of over 2 billion Swedish krona. The group, which now also owns the training brand ICANIWILL, is simultaneously expanding its physical presence with its own stores in Sweden, Norway and Germany.