EN
SVApple integration saves time
Automated control
Handling service cases for Apple products has usually involved several manual steps for stores, particularly the verification of the activation lock on the customer’s device. If the lock isn’t disabled, troubleshooting can become more difficult or even impossible to begin, often requiring the workshop or store to contact the customer before proceeding.
To simplify the process, we have now launched a new integration with Apple in Repair. It allows the store to automatically check whether the device has an activation lock as soon as the case is registered.
With the customer present in the store, staff can quickly assist in deactivating the lock if needed. It speeds up the service process and the customer can get their repaired product back quicker.
Efficient service process
- A simple check directly in the Repair workflow
- No manual handling or external verification
- Less need for follow-up afterwards
- Faster case handling and more satisfied customers
The Apple integration in Repair has streamlined our service process and reduced the need for follow-ups. It’s a clear improvement that benefits us, our customers and our partners (external repair centers) alike.
- Safet Sofic, After Sales Manager, NetOnNet
Eliminates unnecessary delays
The new feature for checking activation locks on Apple products is something we’ve been waiting for for a long time, says Daniel Skaljac-Palm, Technical Manager at Scandinavian Photo.
We always make sure to clearly inform our customers at the time of drop-off or service registration that Find My must be turned off — but it still occasionally gets overlooked. By having a direct check with Apple when the case is created, we can avoid the frustration that arises if the issue is discovered later in the repair process.
Unnecessary waiting times are eliminated, which leads to a better customer experience, while at the same time reducing our own manual follow-up work, says Daniel Skaljac-Palm.
Solution and Results
Coop’s internal support team no longer receives frequent “How do I make a claim?” inquiries. The Reclaimit system provides clear guidance, making it easier even for new employees to follow procedures and reducing onboarding time.
The stores benefit most from this solution. Customer Service directs customers to the right store, where all claims are processed seamlessly.
- Marit Esk, Head of Claims
✔ Easier process for staff
With Reclaimit’s solution Coop can provide information upfront for the staff about how to make a claim. It means quicker help for the customer standing in front of them in the store.
✔ Improved quality control
Coop now tracks claims more effectively, which helps spot patterns and improve product quality.
✔ Improved customer service
Customers get continuous digital updates which enforces the notion that Coop care for their customers.
✔ Keep sustainability promise
Under the EU’s Right to Repair legislation, retailers must offer repair solutions. Marit emphasizes that sustainability isn’t just about processing returns—it’s about empowering customers to repair products themselves.