In-Home Furniture Repair Service Implementation

This case study outlines the partnership between a large furniture retailer and FIDELITONE to implement in-home furniture repair services. The retailer faced significant challenges with damage to furniture during delivery, leading to costly repairs, returns, and declining customer satisfaction. By leveraging FIDELITONE's expertise in home delivery and repair operations, the retailer aimed to reduce damage-related costs and enhance customer experiences. The collaboration resulted in a reduction of damage-related costs by over 80% and helped maintain high customer satisfaction levels. The process involved FIDELITONE receiving repair requests, scheduling appointments with technicians, and providing detailed service summaries post-repair. The retailer successfully retained over $1.8 million in annual revenue and avoided the need for internal resource allocation to manage repairs. This sustainable solution can be scaled across all markets, demonstrating its effectiveness in improving customer loyalty and operational efficiency.