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Case Study on ECSO

Overview

ECSO is the European Customer Service Office for Samsung Electronics, which
provides support for end-to-end digital signage solutions. The Key area of operations is call center coordination for B2B Clients. Under the full European coverage, the ECSO covers all subsidiaries across Europe

Challenge

  • Static Reporting and absence of business insights
  • Lack of collaboration with Sales & Marketing
  • Inadequate Business Intelligence/Business analysis
  • No corrective actions defined by the existing partner
  • Insufficient KPI reporting
  • Inadequate documentation and lack of a proper structure to effectively train

Solution

  • Delivered a centralized remote service desk for streamlined software and solution support
  • Enabled data-driven decision-making through business analytics
  • Provided real-time reporting and trend analysis
  • Offered resolution-focused support for commercial teams
  • Leveraged cross-product expertise to ensure scalable and efficient service delivery

Results

Improved Service, with higher L2 Resolution Rates

Cost Reduction & Scalability

Access to Best-in-Class IT Talent

Multilingual capabilities

Increased Operational Flexibility & Agility

Improved Visibility & Metrics

Conclusion

Represented Samsung Electronics Hotline, Helpdesk

Delivered multilingual L1 and L3 technical support

Integrated seamlessly with Samsung Electronics systems

Enabled future-ready expansion with innovative cloud-based contact center solutions

Provided ongoing live interactive reporting with advanced cross-category dashboards and analytics