Use case:
FACOM uses Innov&Scale to revolutionize the lifetime warranty:
Easier, faster, and greener
Yves Antier - VP and GM Global Tool & Storage France - FACOM President until June 2022
"Each step must be carried out in order with rigor and perseverance. The Innov&Scale® method makes it possible to carry out this project from start to finish. Thanks to this method, the brand has been enhanced with end-users, our distribution partners and internally. This project could snowball for other brands and other countries in the group."
Excellence, innovation and quality
are the three values associated with the black and red colors of FACOM, a company that has always positioned itself at the top of the range. Today, no one disputes the specificity of FACOM products, and enthusiasts consider them to be the "ultimate in hand tools".
Over the decades, FACOM has become one of the world's leading manufacturers. As Europe's number one hand tool manufacturer for 35 years, the Group maintains its leadership through a unique policy of innovation. More than two hundred engineers, experts, spread between the headquarters in Morangis and the various sites in Europe and throughout the world, are dedicated to research.
«For those who make the world»
With its level of excellence, its innovative products and the quality of its tools, FACOM is the undisputed reference in tooling in sectors as diverse as automotive repair, aeronautics, electricity, electronics and industrial maintenance.
Visionary,
In 1952, FACOM invented the unlimited lifetime warranty for all its tools, which became one of the pillars of the brand. It was a first in the world of tools.
In recent years, users' expectations have evolved towards more visibility and speed of execution during the warranty exchange process. The promise of digital becomes a unique opportunity to transform the existing process and satisfy the needs of the end customer. FACOM decides to collaborate with Digit Alce to realize its digital transformation project of the lifetime warranty.
The 5 steps of our methodology applied to the lifetime warranty
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Step 1: Envision
From November to Décembre 2019
Through scoping and strategic alignment, a single, shared vision for the project was created.
Stakeholders together defined unique goals, clear communication, a clear agenda and solution users and personae that will remain valid until the end of the implementation.
The digital lifetime warranty will be: Easier, faster, greener
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Step 2: Co-creation
From February to April 2020
A co-creation session of the new solution with FACOM end-users and distributors, using design-thinking and agile methods, allowed to successfully reach a goal:
Share the vision, converge the expectations and ideas of future users and create the storyboard of the new solution.
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Step 3: Prepare
From April to June 2020
The development of the solution and the pilot playbook were carried out at the same time.
Thanks to an agile working method, FACOM was able to develop a digital application in only two months, ready to be launched, thanks to their low-code app.
At the same time, a pilot playbook was created, containing the main elements of the solution to be tested.
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Step 4: Enhance
From July to December 2020
The decision to conduct the pilot was shared and approved by FACOM stakeholders.
The objective of the pilot was to bring the FACOM Lifetime Warranty qualification decision to life with the new process and solution. The pilot was an opportunity to improve the solution through process and technical changes.
A pilot was carried out in 31 agencies over 6 months. 250 exchanges were made.
Simultaneously with the pilot, FACOM stakeholders defined an industrialization playbook to prepare for effective scaling.
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Step 5: Scale
From January 2021:
Since 2020, an effective change management methodology has been used to successfully evolve the new FACOM Lifetime Warranty process and tool to reach over 15,000 users.
To date, more than 15,000 customers have registered on the site and nearly 60,000 exchanges have been completed.
The promise is kept:Faster: The exchange is done in less than a week compared to an average of 4 weeks before
Easier: The customer only has to go to his distributor once and benefits from a permanent visibility of his exchange
Greener: The agreement given by FACOM in less than a day avoids all the travel of parts and people for the unaccepted exchanges. The optimization of the recycling process is also an area of improvement.
Discover
the digital Lifetime Warranty, explained to you by David Ohana, Aftersales director at FACOM.
(in the below video, click on the blue tab to see David answer the question)