Repair at the click of a button
Client
FNAC
Services
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web & mobile
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digital transformation
Technology
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Umbraco
Year
2021
How did FNAC digitize its electronic repair service, making it more accessible and convenient during the pandemic?
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the brand
Since 1998, FNAC has transformed the cultural and technological offerings in Portugal, serving as a reference point for consumers due to its wide range and being at the forefront of the latest launches, innovations, and services.
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the challenge
In response to the growing need for constant connection to electronic devices, FNAC launched a portal for scheduling repairs, initially with equipment drop-off and pick-up at FNAC stores. However, with the COVID-19 pandemic, there was a need to adapt the service to a Pick-Up & Repair model, providing a solution without requiring customers to travel.
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the story
Through this repair and collection scheduling portal, FNAC was able to optimize the electronic repair process, providing convenience and safety for customers, even during challenging times.
The portal was designed with attention to UX and UI details, providing a user-friendly experience and reflecting FNAC's contemporary identity. Customers can submit their requests in just 4 simple steps and track their repair history or the status of ongoing repairs.
The motto "Stay home and our TEKKIE will handle the rest" encapsulates the new service.
The service covers the repair of computers, tablets, and smartphones, whether they are in or out of warranty, and regardless of whether they were purchased at FNAC—which significantly expands the service's reach.
FNAC's agile response to the pandemic allowed customers to continue receiving essential repair services without compromising their safety.
The FNAC Pick-Up & Repair resulted in a transformation of the electronic repair service, adapting it to the circumstances of the pandemic and keeping it aligned with the needs of customers in an era of constant connectivity.
Veritas ITC
Granfer