Client
FNAC (Fédération Nationale d’Achats des Cadres) is a French multinational retail chain specialising in the sale of entertainment media and consumer electronics. Founded in 1954 by André Essel and Max Théret, FNAC has grown to become a significant player in its industry.
The company operates in multiple countries, including France, Portugal, Spain, and several others. FNAC's retail stores offer a wide range of products, including books, music, electronics, and more, providing customers with a comprehensive shopping experience. The company's headquarters is located in Ivry-sur-Seine, near Paris.
Challenge
We were challenged to implement an internal platform that would allow FNAC to manage their member cards, which provide a range of benefits and discounts to holders. This platform aimed to dematerialise the use of paper and optimise internal processes for card management.
It was intended for use by staff at retail stores to expedite the customer subscription experience and reduce bureaucratic processes. Additionally, we were tasked with implementing and automating routines to connect FNAC to payment gateways for charging the member cards and their subsequent renewals.
Solution
Using Umbraco for content management, Microsoft .NET for custom development, and other technologies, we implemented an internal web app that allows FNAC staff at retail stores to create new members in a fully digitalised and automated way.
When a customer is interested in becoming a member, the staff simply loads the customer data into the web app using a desktop or tablet device and creates a new member. The client accepts the membership terms digitally, and the platform integrates with a payment gateway to automatically charge for new and future memberships.
The web app also integrates its data bi-directionally with FNAC's internal enterprise applications, ensuring that all member data is always up to date across their systems.
Result
FNAC directly benefited from the implementation of this solution, which focused on optimising both the member subscription experience and the staff experience when dealing with new memberships. Some of the benefits experienced by FNAC include:
- Increased customer satisfaction with the membership process.
- Reduction of bureaucratic procedures and paperwork.
- Automation of processes such as new memberships, membership renewals, and payments.
- Centralised management of card memberships in a single location.
- Cost savings through the automation of tasks involved in activating and managing memberships.
