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Samsung is a global information technology leader that manages more than 200 subsidiaries around the world. The company’s offerings include key mobile telecommunications products like smartphones and tablets, home appliances such as TVs, monitors, refrigerators, and washing machines.
Samsung pledges to create and deliver quality products and services to foster convenient and smarter user lifestyles. They are dedicated to enabling richer and more holistic digital experiences.
In light of the goal to enhance customer experiences, Samsung Spain sought to streamline customer journeys at its retail spaces. Globally, Samsung works with numerous retail and department store partners to showcase their products and solutions.
With an impressive customer footfall at its service centers across Europe, Samsung had deployed a traditional queuing system. This system left their customer service wanting, and they needed to install a system that accommodated walk-in clients and appointment holders. And by principle of its position as a leading technology provider, Samsung required a state-of-the-art digitized queue management solution that delivered quality and effective monitoring services.
To achieve the above goals, Samsung reached out to Wavetec for customer experience management expertise. Wavetec suggested the deployment of:
This deployment hopes to shorten queues and improve customer journey experiences for those seeking help with repairs, those wanting to purchase new products and those with queries.
Wavetec’s Online appointment scheduling software provides Samsung customers with a portal to book an appointment online, and enables them to track and manage those appointments.
“Wavetec’s robust solution has transformed customer journeys at the stores, enabling Samsung’s management to efficiently route and balance online appointments with walk-in traffic. We are proud to have deployed our solution at Samsung’s stores to aid them in managing their customers better, but also managing their resources and operational efficiency better.”
Leandro Blank, GM Wavetec Europe
“Wavetec queuing and online booking solutions allow us to provide a convenient and safe service to our customers and service centres, converting difficulties due to Covid-19 in opportunities and satisfied customers”
Daniel Román Cortés
IM F2F Service Manager & New Biz Support