Employee Empowerment​​ ​
MediaMarktSaturn

MediaMarktSaturn, based in Ingolstadt in Germany, processed around 3 million repairs in the 2024/25 fiscal year. One challenge in the repair process: “No Failure Found” (NFF) cases – devices returned without a detectable defect, often due to incomplete or unclear fault descriptions at intake. ​

These cases generate unnecessary costs, shipments, and environmental impact. To address this, MediaMarktSaturn introduced AI-supported fault descriptions into the repair process groupwide. Based on GenAI and Gemini models, the solution guides store employees through structured, targeted questions in the ZIR online application, improving the quality and completeness of repair orders from the start.​

The impact since rollout in May 2025: a 20 percent reduction in NFF cases, faster and more accurate repairs, fewer unnecessary device shipments, higher first-time-fix rates, and increased customer satisfaction across all countries. The solution lowers costs, strengthens customer confidence, and makes a measurable contribution to sustainability and resource conservation.