1 samsung european customer care centre service tracking 27 february 2007 process overview

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Samsung European Customer Care Centre

Service TrackingService Tracking

27 February 2007

PROCESS OVERVIEW

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Current Situation

Future Strategy

Implementation

Future Process

Content

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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

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Current Issues

Lack of visibility Lack of visibility

Lack of immediacyLack of immediacy

Poor integrationPoor integration

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Implementation

Future Process

Content

Future Strategy

Current Situation

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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

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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 : say.kho@samsung.com 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