Repair at the click of a button
Client
FNAC
Services
- Web & Mobile
- Digital Transformation
Technology
- Umbraco
Year
2021
how has FNAC digitised its electronics repair service, making it more accessible and convenient in times of pandemic?
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the brand
Since 1998, FNAC has been transforming the cultural and technological offer in Portugal, being a point of reference for consumers due to its wide-ranging offer and always being at the forefront of the latest launches, novelties and services.
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the challenge
In response to the growing need for constant connection with electronic devices, FNAC launched a portal for scheduling repairs, initially with delivery and collection of equipment at FNAC shops. However, with the COVID-19 pandemic, there was a need to adapt the service to a Pick Up & Repair model, providing a travel-free solution for customers.
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the story
Through this repair and collection scheduling portal, FNAC has managed to optimise the electronics repair process, providing convenience and security for customers, even in challenging times.
The motto "Stay at home and our TEKKIE will take care of the rest" encapsulates the new service.
The portal has been designed with attention to UX and UI detail, 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 those in progress.
The service covers the repair of computers, tablets and smartphones, both under and out of warranty, regardless of whether they were bought at FNAC or not - which significantly extends the scope of the service.
FNAC's agile response to the pandemic has allowed customers to continue receiving essential repair services without jeopardising their safety.
FNAC Pick Up & Repair has thus resulted in a transformation of the electronics repair service, adapting it to the circumstances of the pandemic and keeping it in line with customer needs in an era of constant connectivity.
