DEVELON

CE Korea P/S team has developed and will launch this month a Voice of Customer (VOC)management system to provide innovative services to its customers. This is the first system of its kind in the industry.

The VOC system is an integrated channel to listen to customer voices by combining Customer Support Center, sales branches, service branches, service bulletin boards, and e-mails. Received VOCs are grouped by category, and delivered to relevant departments to address them, boost customer satisfaction, and prevent the occurrence of customer complaints. The VOC system can monitor overall work and provide an automated work environment to allocate tasks by department, as well as inform about work delays to allow the company to perform work efficiently at customer contact points.

The system can display the history of customers’ questions in real time in order to speedily and accurately inform customers of their progress on handling thereof. The Knowledge Management System (KMS) has also been enhanced. KMS is designed to efficiently put together and manage employees’ experiences, knowhow, skills, and other intellectual resources as well as knowledge resources that are currently dispersed across systems. The system can manage the history of any minor question from customers regarding a follow-up of products.

Juneyoung Ko, GM of CE Korea P/S Team, said, “The integrated VOC management system and KMS are key infrastructures to provide customers with optimal services. We will continue to upgrade our system and conduct improvement activities so as to enhance customer satisfaction. The call center is not simply a claim acceptance channel, but an organization to gather and handle VOCs to play a pivotal role in improving companywide business activities.”