NEOS system for Samsung

Client_

Samsung is a global technology leader and one of the world’s largest consumer electronics manufacturers. In Poland, the company operates an extensive service network consisting of several authorized service centers handling RTV/household appliances products. Samsung Electronics Poland manages some of the most demanding service operations in the industry, processing from several to even hundreds of repairs daily across the country.  

Challenge_

Samsung, a company that needs no introduction, approached us for help in creating a solution that would improve the quality of service operations. The service goal is to complete repairs on the first attempt, which means diagnosing the fault, ordering parts, and coordinating their delivery time with technician availability, within the timeframe set by the manufacturer for the repair. And the scale of operations is enormous, as each of the several service centers across Poland handles from several to even hundreds of repairs daily. Where were the areas requiring improvement? The challenge was to create a solution that would manage multiple variable factors: parts availability, employee rotation, interaction with warehouses, accounting, customer service department, courier companies, and manufacturer support. A long list, but we decided to put this puzzle together into a perfectly functioning whole.

Project scope_

• Workshops
• Prototyping
• API driven development
• Fixed price Agile
• Desktop App
• Azure cloud hosting
• SAP Integration
• Enova Integration

Technologies_

• C#
• Service Fabric
• .NET Core
• WPF
• Xamarin
• DevExpress
• Sql Server (T-SQL)

Solution_

We created a system that comprehensively manages service work, provides control and transparency. It enables optimization, acceleration, and planning of the repair process: repair schedule management, technician route optimization (considering factors such as parts availability, customer availability, repair completion time, and travel convenience), central technical support. Our solution integrates with Samsung’s systems, giving Samsung access to repair reporting modules and the ability to manage parts flow. Every area of the process is covered, including the work of warehouse staff and logistics personnel, and parts delivery for repairs can be handled through a built-in system module or, in the case of larger service centers, through an integrated external system. Working with our system provides the additional option of introducing the NEOS Mobile application extension.

Mobile views_

Testimonials_

“The subject of cooperation was the preparation, implementation, and maintenance of an IT system supporting service operation management for Samsung CE products. The scope of services agreed upon in the contract was delivered. The cooperation encountered numerous challenges, which, thanks to close communication between the parties and the partner’s flexibility and commitment (including Management), were successfully overcome”.