The Repair Machine: Turning broken devices into higher NPS scores

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Active Countries

Netherlands, Belgium




Samsung, a global powerhouse in technology and innovation, stands as one of the most recognizable and influential companies in the world. Established in 1938 in South Korea as a small trading company, Samsung has evolved into a diversified conglomerate with interests spanning electronics, semiconductors, telecommunications, home appliances, and more. Renowned for its commitment to excellence, Samsung has consistently pushed the boundaries of innovation, introducing groundbreaking products and technologies that have transformed the way we live, work, and communicate. From cutting-edge smartphones and high-definition televisions to advanced semiconductor chips and home appliances, Samsung's relentless pursuit of innovation has earned it a reputation for quality, reliability, and innovation on a global scale. With a rich history of innovation and a dedication to improving people's lives through technology, Samsung continues to shape the future of the digital age.


Samsung, like many electronics companies, grappled with the cumbersome process of in-person service center visits for device repairs. This not only inconvenienced customers but also prolonged the repair turnaround time, creating dissatisfaction among their user base. The need for a solution to bridge this gap became apparent and important to make repairs for phones an easy process instead of a painful process of missing your phone which is essential in your day-to-day life.


Samsung leveraged Packaly's platform to introduce a new concept: doorstep device pickup and return for repair purposes. This innovative move significantly reduced downtime for customers and streamlined the repair process.

The implementation phase was fast and comprehensive. Samsung and Packaly integrated their systems, ensuring a seamless customer experience. With an expanded courier network, swift pickups, and optimized repair workflows, the collaboration took root successfully in Amsterdam, Utrecht, Rotterdam, and Antwerpen.

Success was measured through key performance indicators. Notably, the rise in customer satisfaction was noticed from the start, thanks to the convenience and speed of the repair process. The introduction of same-day repairs drastically cut down repair times, leading to enhanced operational efficiency and cost savings for Samsung.


The success story in these cities opens doors to future prospects. Samsung envisions geographic expansions beyond these regions, contemplating the diversification of Packaly's platform for other services, and a continuous pursuit of innovation. Additionally, a focus on sustainability initiatives aligning with eco-friendly practices is under consideration.


Samsung's alliance with Packaly has been revolutionary, redefining the customer service landscape in the electronics industry. It's a testament to the remarkable outcomes when innovation and collaboration intertwine to meet evolving customer needs. This partnership underscores Samsung's commitment to delivering exceptional experiences, ensuring that their dedication to customer service continues to break boundaries.