How Prolong is Helping The North Face’s Repair Management
The North Face has partnered with Prolong to streamline and scale its existing repair operations across the UK – with this collaboration operated alongside ACS Clothing, its long-standing care and repair partners, offering customers a smoother experience and extending access to out-of-warranty repairs.
The North Face, a division of VF Outdoor, LLC, was founded in 1966 with the goal of preparing outdoor athletes for the rigours of their next adventure. It develops, designs and manufactures performance apparel for men, women and children with best-in-class products.
Transforming internal operations with digital innovation
At this time, The North Face was already managing its repairs internally, with this partnership marking an improvement in its efficiency and customer focus – as Prolong now powers a unified, digital repair landscape.
Marta Pellegrino, Senior Sustainability Specialist at The North Face, says: "Repairs have become a strategic lever for The North Face. With Prolong, we've been able to structure aftersales in a way that supports both our sustainability goals and our business performance, proving how repairs can effectively be brought to life and scaled to meet our customers' demand."
Streamlined platform delivers consistent service standards
Prolong's SaaS platform was picked was for its capability to standardise both in and out of warranty processes – which ensures there is a consistent, reliable and cost-effective service delivery across all channels.
The company is a B2B SaaS platform that empowers brands to turn aftersales into a driver of loyalty and revenue. Its all-in-one solution centralises returns, repairs, refunds and care services into a single, omnichannel experience.
While this solution is also designed for scalability, supporting The North Face's global network of stores and customers – while also allowing for local adaptations. Now, customers can benefit from a streamlined, transparent journey with proactive communication and clear expectation management – all designed to improve satisfaction and reduce friction.
Co-designed solution unlocks new revenue opportunities
Tanguy Frécon, CEO at Prolong, adds: "Working hand in hand with The North Face, we tailored every feature to match the reality of their operations, from complex warranty flows to precise case handling. The goal was clear: deliver speed, control and simplicity, without compromising on brand standards."
With the solution being co-designed with The North Face, it goes beyond repair management to support a more efficient and brand-aligned service model. Enabling quick resolutions, strengthens operational performance and unlocks new revenue streams through monetised out-of-warranty repairs.
By centralising tracking, warranty processing, workshop coordination and logistics, Prolong brings full tech integration into the aftersales ecosystem. The initiative also supports The North Face's long-term sustainability goals, helping extend product lifespan and reduce environmental impact at scale.
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