Consolidation and optimization of Samsung service network
CKlient:
Samsung Electronics Poland
Industry:
Consumer Electronics / Home Appliances service
Kraj:
Polska
Service:
Service Support
Highlights
Client_
Samsung Electronics Polska is one of the largest electronics companies operating in Poland, part of the global Samsung Electronics corporation. The company holds a leading position in the Polish consumer electronics and home appliances market. The company offers a wide range of products – from televisions, monitors and home appliances to smartphones and tablets, placing particular emphasis on high-quality service as an element of building a premium brand image.
Challenge_
Samsung Electronics Polska, one of the world’s largest electronics companies, joined forces with Euvic Group to improve its service processes. The client was focused on strengthening the premium brand image in terms of providing high-quality warranty and post-warranty service. The factor requiring improvement was the optimization of service operations implementation. Difficulties were caused by the lack of information about the repair stage and the dispersion of information across different systems, which ultimately hindered control over service delivery. All improvements were intended to lead to improved service quality and service network consolidation.
Solution_
We designed and implemented a solution covering full service operations, from inquiry acceptance and prequalification to execution and reporting. The client received a complete service process along with warehouse and logistics processes. In addition, we built a dedicated factory service division according to Samsung requirements, which includes a team of 30 service engineers, an administrative team – responsible for coordinating the repair process, and a logistics and warehouse team. The entire process was supported by a dedicated IT system supporting all SAMSUNG service processes.
Our solution gave the Client full control over the flow of parts, information, repair status and documentation. It also allowed for obtaining real SLA for repairs performed.
Key numbers_
- Over 40-person service team, Customer service office, logistics and warehouse.
- 30 service engineers.
- 2000 service visits per month to Samsung customers.
- Over 20,000 visits annually.
- Turnover of 6000 parts per month (As part of service activities and all processes, turnover of all parts (both new and used)).
- Service delivery in 5 voivodeships.
