1 samsung european customer care centre service tracking 27 february 2007 process overview
DESCRIPTION
3 Current Process USER Customer Call- Centre Service Partner Contact to repair product Contact to repair product Advise nearest service centre Advise nearest service centre Customer drops off product Customer drops off product Accept product Accept product Collect product Collect product Data Gathering/ Entry Points Capture call details Capture call details Submit spares order Submit spares order Repair product Repair product Submit WLC Submit WLC Contact customer Contact customerTRANSCRIPT
1
Samsung European Customer Care Centre
Service TrackingService Tracking
27 February 2007
PROCESS OVERVIEW
2
Current Situation
Future Strategy
Implementation
Future Process
Content
3
Current Process
USER
Customer
Call-Centre
Service Partner
Contact torepair product
Advise nearest service centre
Customer dropsoff product
Acceptproduct
Collectproduct
Data Gathering/Entry Points
Capture call details
Submit spares order
Repair product
Submit WLC
Contactcustomer
4
Current Issues
Lack of visibility Lack of visibility
Lack of immediacyLack of immediacy
Poor integrationPoor integration
5
Implementation
Future Process
Content
Future Strategy
Current Situation
6
E-Business Strategy
Improve the supply chain with directaccess between Samsung’s SAP systems
and our customers and suppliersvia the Internet
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End-User Tracking
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End-User Tracking
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De-facto standard for all B2B activity
New but not that new - developed 1996
License free
Platform independent
Well-supportedEndorsed (major technology vendors,
business consortia, standards)
XML
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Benefits for Service Partners
Real-time information sharing Real-time information sharing
Reduction in manual data entryReduction in manual data entry
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Future Strategy
Future Process
Content
Implementation
Current Situation
12
putServiceRequestprovides the service partner with a means of logging a service request with Samsung
getServiceRequestallows the service partner receive service referrals that have been logged by Samsung on behalf of the service partner
putServiceResponseasynchronous response to getServiceRequest
putRepairStatusenables the service partner to update Samsung on the progress of a service referral
webServices
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Statuses: Assigned to Service Centre Repair Completed Repaired Goods Despatched Repair Cancelled Pending (specify reason code) Warranty ClaimedReason codes:
Parts not availableTechnical problemCustomer not available Waiting for confirmation from customer
Not assigned to a repair engineer No Buffer Stock Pick Up Request No KITs
putRepairStatus
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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)
Invoking the webServices
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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
Service Partner Requirements
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Technical queries & Going-live Support(test data etc):
SangYeol Kho e-mail : [email protected] telephone : 44 (0)7733308508
Contact Details
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Future Strategy
Implementation
Content
Future Process
Current Situation
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Contact centre
CIC
XML server
Service Partner
Application
Service Partner
Application
getServiceRequest
getServiceRequest response
OutboundInbound
putServiceRequestputServiceRequest response
putRepair
Status
putRepairStatus
Future Process