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LG Electronics India : Lgcsnet Phase II
LG Electronics has implemented a unique CRM solution to integrate all its service centers spread across India to provide better consumer support
Tuesday, May 06, 2008
Well known manufacturing company LG Electronics India needed a reliable
online system for usage, live monitoring and tracking of issues in its service
centers and call centers. The company has deployed lgcnet to provide enhanced
consumer support and automate its service center processes to operate
efficiently. The solution involves sending an SMS of call reference number to
every customer on call registration and for feedback after completion of service
at their end. At the service center end the solution automatically assigns
customer complaints to an Authorized Service Centre. Also, an SMS of
call/customer details is sent to an assigned service engineer. The solution has
also automated daily transfer of various categories of calls like in-warranty
/out of warranty calls, registered PO, etc. to production server (ERP). With
this solution company is able to do a complete in-depth analysis of the
functioning of Authorized Service Centers, Call Centers, and branches in the
form of multiple reports made at various levels. The solution has been deployed
for all LG Authorized Service Centers, Call centers, Direct Service Centers and
Service Partners. This Project is also used by Service engineers and spare Parts
warehouses.
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Project Specs |
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Project Head: Parag Mathur
Deployment Location:
Across India
Team Size:
6
Tech Used:
Hardware: Sun Fire 4800, IBM 570 Series Server, San Switches,
and Hitachi Storage
Software: Web Logic 6.1/8.1, Oracle 9i, Tomcat 5.0
Implementation
Partner
Amit Chauhan, Path InfoTech Pvt. Ltd |
| Current Setup |
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Page(s) 1
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