LG Electronics India : Lgcsnet Phase II

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.

Current Setup