Whirlpool GCL Prototype
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The document outlines Whirlpool's customer service process for handling complaints received via social media. It involves complaints being registered and a ticket being generated in Whirlpool's CRM database. The complaint is then prioritized and a service request is raised and allocated to an owned or franchised service center. The customer receives real-time status updates.
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Whirlpool GCL Prototype
- 1. Customer Social Media Whirlpool Portal Social Media Scanner Complaint Registration & Ticket Generation Whirlpool CRM Database Complaint Prioritisation Raising service request Allocation of Service request to Own/Franchise Service center Real Time Status Update
- 2. Customer Social Media Whirlpool Portal Social Media Scanner Complaint Registration & Ticket Generation Whirlpool CRM Database Complaint Prioritisation Raising service request Allocation of Service request to Own/Franchise Service center Real Time Status Update Social Media Scanner Invoice no. “SPACE” Problem in short #SVCWPL S514544752 Machine making noise during operation. #SVCWPL
- 3. Customer Social Media Whirlpool Portal Complaint Registration & Ticket Generation Whirlpool CRM Database Complaint Prioritisation Raising service request Allocation of Service request to Own/Franchise Service center Real Time Status Update Social Media Scanner
- 4. Customer Social Media Whirlpool Portal Complaint Registration & Ticket Generation Whirlpool CRM Database Complaint Prioritisation Raising service request Allocation of Service request to Own/Franchise Service center Real Time Status Update Social Media Scanner