SAMSUNG ELECTRONICS
PROJECTS
Samsung Electronics DS: Bizforce System - Phase1 & 2 ㅣ Samsung Electronics DS Bizforce Common /Operation System ㅣ Samsung Electronics DS Bizforce Foundry Business Unit Modernization and Stabilization ㅣ Samsung Electronics Investor Management System ㅣ Samsung Electronics USA Medical Device Division ㅣ Samsung Electronics Global PRM System ㅣ Samsung Electronics North America Wireless Service Cloud ㅣ Samsung Electronics Global Sales Management System ㅣ Samsung Electronics Human Resource Development Center LMS System
SOLUTION HIGHLIGHTS
Sales Cloud, Service Cloud, Partner Portal, Tableau, Heroku, External Apps, Event Monitoring, Squivr
BACKGROUND AND CHALLENGES
1. Disjointed platforms: The platforms used by customers, partners, overseas general managers, and business units were disjointed, making it difficult to manage information and communicate effectively. This led to inefficiencies in business processes.
2. The need for CRM transformation: With the increasing importance of data-driven work, there was a need to move to a CRM with more effective customer management and analytics capabilities than the existing system.
3. Aging field management system: The existing aging field management system was limited in delivering a personalized customer experience, which negatively impacted customer satisfaction and long-term customer relationship retention.
4. Difficulty integrating customer data: Operating in various markets around the world, Samsung faced challenges in managing and integrating customer data for each region.
5. Inefficiencies in sales and service processes: The need to optimize sales and service processes increased, making it difficult to provide customized solutions.
6. Communication issues with partners: We needed to manage our global partner network and communicate with our partners.
7. Limitations in data analysis and utilization: There were limitations in analyzing large amounts of data in real time and deriving insights.
8. Complexity of application development and management: We had difficulty integrating and managing various external applications.
9. Security and monitoring: The need for user data security and reliable monitoring of the system grew.
RESULTS
Sales Cloud: Maximized sales efficiency by managing customer information and automating sales processes. Consolidated more than 50 legacy systems into a single work platform powered by Salesforce to automate sales management tasks, enabling the company to close more deals faster.
Service Cloud: Improved customer satisfaction by building a platform for personalized customer service delivery. Digitizing everything from the contact center to the field improved service satisfaction and shortened the customer lifetime value cycle.
Partner Portal: Enabled seamless communication and collaboration with a global partner network, creating a unified collaboration experience.
Tableau: Provides real-time insights through large-scale data analysis and visualization. It helped us bring all of our data together to help everyone in the organization make better decisions.
Heroku: Provided a platform for custom application development and deployment, allowing us to quickly develop and implement solutions that fit our needs.
External Apps: Enabled efficient integration with various external applications, providing a wider range of features and services.
Event Monitoring: Monitors system usage and enhances security to maintain a reliable operating environment.
Squivr: Introduced an advanced solution for project management and collaboration, optimizing internal processes and enabling efficient workflow.
Additionally, with Salesforce, Samsung Electronics has built a CRM that can support its global business, enabling data-driven sales, service, and marketing operations. This marks a shift for Samsung Electronics beyond customer relationship management to a strategic business platform that integrates all data to help everyone in the organization make better decisions.
