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Samsung European Customer Care Centre

Service Tracking. PROCESS OVERVIEW. 27 February 200 7. Samsung European Customer Care Centre. Content. Current Situation. Future Strategy. Implementation. Future Process. Current Process. Contact to repair product. Collect product. Customer. Call- Centre. Advise nearest

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Samsung European Customer Care Centre

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  1. Service Tracking PROCESS OVERVIEW 27February 2007 Samsung European Customer Care Centre

  2. Content Current Situation Future Strategy Implementation Future Process

  3. Current Process Contact to repair product Collect product Customer Call- Centre Advise nearest service centre Capture call details Service Partner Customer drops off product Accept product Contact customer Repair product Submit spares order Submit WLC USER Data Gathering/ Entry Points

  4. Current Issues Lack of visibility Lack of immediacy Poor integration

  5. Content Current Situation Future Strategy Implementation Future Process

  6. Improve the supply chain with direct access between Samsung’s SAP systems and our customers and suppliers via the Internet E-Business Strategy

  7. End-User Tracking

  8. End-User Tracking

  9. XML De-facto standard for all B2B activity New but not that new - developed 1996 License free Platform independent Well-supported Endorsed (major technology vendors, business consortia, standards)

  10. Benefits for Service Partners Real-time information sharing Reduction in manual data entry

  11. Content Current Situation Future Strategy Implementation Future Process

  12. webServices putServiceResponse putServiceRequest asynchronous response to getServiceRequest provides the service partner with a means of logging a service request with Samsung putRepairStatus getServiceRequest enables the service partner to update Samsung on the progress of a service referral allows the service partner receive service referrals that have been logged by Samsung on behalf of the service partner

  13. putRepairStatus Statuses: Assigned to Service Centre Repair Completed Repaired Goods Despatched Repair Cancelled Pending (specify reason code) Warranty Claimed Reason codes: Parts not available Technical problem Customer not available Waiting for confirmation from customer Not assigned to a repair engineer No Buffer Stock Pick Up Request No KITs

  14. Invoking the webServices All interfaces are inbound with Samsung as the destination Support for both HTTP(80) and HTTPS(443) (http://xml.samsungservice.co.uk and https://xml.samsungservice.co.uk) HTTP POST method Basic authentication (userID, Password)

  15. Service Partner Requirements Service Partner will need to know how to: (1) program URL or socket connections; (2) encode and decode XML documents; (3) establish a connection to the Internet from the computer that runs their application

  16. Contact Details Technical queries & Going-live Support(test data etc): SangYeol Kho e-mail : say.kho@samsung.com telephone : 44 (0)7733308508

  17. Content Current Situation Future Strategy Implementation Future Process

  18. CIC XML server Service Partner Application Service Partner Application Future Process Contact centre Inbound Outbound putRepairStatus getServiceRequest getServiceRequest response putServiceRequest putServiceRequest response putRepairStatus

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