During COVID-19, Samsung UK & Ireland had to make some seriously major changes – changes that happened to the team customer experience. “During COVID-19, we set out to maintain a consistent and continuous customer experience journey,” said Hobson. “When customers contact us, they have no idea that we’ve transitioned from an office to working from home. It’s been that seamless, and we‘ve set the standard.”
But the team doesn’t stop at ensuring continuity. Transformation is in full swing across Samsung UK & Ireland, and COVID-19 has accelerated it. Almost instantly, the technology company turned off email and voice. It switched almost entirely to chat, and directed people to their customer community. “It’s been on the roadmap for a few years,” said Hobson, “but we didn’t have the opportunity – or a fit-for-purpose case management system, like Service Cloud. So when it did happen, we were ahead of the curve, as we already had live chat on the platform.”
What Skeels and Hobson have achieved in the last few weeks is equal to what most people plan for over 12 months: they moved the entire team from the office to home-working in ten days. And without causing any disturbance to customers. But this pace and scale of transformation isn’t unique to the pandemic. The roots of Samsung UK & Ireland’s transformation go much deeper than the current crisis. The team was able to accelerate transformation and ensure business continuity because the foundations were there. There was already a plan – and a vision – in place.
Samsung UK & Ireland provides technology solutions, devices and electronic applications to businesses of all sizes: whether it's an SME that needs mobiles and tablets or an enterprise communications solution for a large corporation. Its Business Support Centre serves a wide range of B2B customers: end users, channel partners and resellers, internal customers (especially sales), and Managed Services customers. Its on shore operation in Leeds provides first-, second- and third-line support across 500 touchpoints, to both internal support of sales and marketing teams, and external across distributers, carriers, and end customers. The operation also supports over a multi-hundred million pounds in revenue.