Samsung, a leading name in electronics, sought to elevate its customer service while meeting strict data privacy standards. To achieve this, Samsung Spain partnered with Wavetec to deploy a digital queue system that streamlined operations and enhanced customer satisfaction.
The Challenge
Samsung faced two primary challenges:
- Service Differentiation: Premium customers with the latest high-end devices require a tailored and enhanced service experience.
- Operational Efficiency: Protecting customer data and ensuring efficient service processes were crucial.
- Branch Efficiency: Samsung needed to manage customer congestion and rework day-to-day processes for in-person service demand by introducing a virtual queuing system.
Offered Solution
Wavetec provided Samsung with a suite of solutions:
- Online Appointment Scheduling: Wavetec integrated appointment booking directly into Samsung’s website.
- WhatsApp Appointment & Ticketing Integration: Customers could manage appointments and receive digital queue tickets via WhatsApp.
- Ticketing Kiosk Integration: Wavetec’s technology-enabled seamless ticket issuance and appointment check-ins at Samsung kiosks.
- Reporting & Analytics: A comprehensive dashboard offered insights into operational performance.
Compliance & Security
Wavetec fulfilled Samsung’s enhanced security and data privacy requirements by providing them access to our servers, allowing them to ensure our security standards were aligned with Samsung’s expectations.
Seamless Integration with Samsung Kiosks
Wavetec worked closely with Samsung’s engineers to integrate our queue management solutions with Samsung’s kiosk systems, exemplifying a successful partnership as a registered Samsung partner.
Customer Journey
Customers can book appointments online or via WhatsApp, with premium device owners receiving prioritized service. In-store, Wavetec-powered digital kiosks ensure a smooth and secure customer experience.
The Outcome
The partnership with Wavetec led to:
- Improved Customer Experience: Enhanced services for premium customers resulted in increased satisfaction.
- Promotional Services: Customers at the branch stay updated regarding the latest promotions or services Samsung offers via WavetecCMS.
- Greater Efficiency: Optimized workflows and data privacy measures boosted operational efficiency.
