{"id":18437,"date":"2024-10-21T00:00:30","date_gmt":"2024-10-21T00:00:30","guid":{"rendered":"https:\/\/test.wavetec.com\/?post_type=portfolio&#038;p=18437"},"modified":"2025-08-18T10:08:29","modified_gmt":"2025-08-18T10:08:29","slug":"samsung-spain","status":"publish","type":"portfolio","link":"https:\/\/www.wavetec.com\/en-US\/case-studies\/samsung-spain\/","title":{"rendered":"Samsung Spain"},"content":{"rendered":"<p>[vc_row content_placement=&#8221;middle&#8221; css=&#8221;.vc_custom_1614548065076{padding-top: 50px !important;padding-bottom: 50px !important;}&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<h1><span style=\"color: #ff8630;\">Samsung Spain<\/span><br \/>\nTransforms Customer Service <span style=\"color: #324ecf;\">Wavetec&#8217;s <\/span>Digital Queue System<\/h1>\n<p>[\/vc_column_text]<div class=\" ubtn-ctn-left \"><a class=\"ubtn-link ult-adjust-bottom-margin ubtn-left ubtn-normal \" href=\"https:\/\/info.wavetec.com\/book-a-free-demo-today?utm_source=organic&amp;utm_medium=case-study&amp;utm_campaign=leads\" target=\"_blank\" rel=\"noopener\"><button type=\"button\" id=\"ubtn-3223\"  class=\"ubtn ult-adjust-bottom-margin ult-responsive ubtn-normal ubtn-no-hover-bg  none  ubtn-left   tooltip-69e156420ed91\"  data-hover=\"#ffffff\" data-border-color=\"#ffffff\" data-bg=\"#fe8630\" data-hover-bg=\"#fe8630\" data-border-hover=\"#fe8630\" data-shadow-hover=\"\" data-shadow-click=\"none\" data-shadow=\"\" data-shd-shadow=\"\"  data-ultimate-target='#ubtn-3223'  data-responsive-json-new='{\"font-size\":\"desktop:18px;\",\"line-height\":\"\"}'  style=\"font-family:&#039;Poppins&#039;;font-weight:600;border-radius:5px;border-width:2px;border-color:#ffffff;border-style:solid;background: #fe8630;color: #ffffff;\"><span class=\"ubtn-hover\" style=\"background-color:#fe8630\"><\/span><span class=\"ubtn-data ubtn-text \" >Get Started For Free<\/span><\/button><\/a><\/div>[\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-lg-offset-1&#8243;][vc_single_image image=&#8221;78147&#8243; img_size=&#8221;full&#8221; css=&#8221;.vc_custom_1729511821807{margin-bottom: 0px !important;}&#8221;][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]Samsung, a leading name in electronics, sought to elevate its customer service while meeting strict data privacy standards. To achieve this, Samsung Spain partnered with Wavetec to deploy a digital queue system that streamlined operations and enhanced customer satisfaction.<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h2>The Challenge<\/h2>\n<p>Samsung faced two primary challenges:<\/p>\n<ul>\n<li aria-level=\"1\">Service Differentiation: Premium customers with the latest high-end devices require a tailored and enhanced service experience.<\/li>\n<li aria-level=\"1\">Operational Efficiency: Protecting customer data and ensuring efficient service processes were crucial.<\/li>\n<li aria-level=\"1\">Branch Efficiency: Samsung needed to manage customer congestion and rework day-to-day processes for in-person service demand by introducing a virtual queuing system.<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row content_placement=&#8221;middle&#8221; css=&#8221;.vc_custom_1636955785667{padding-bottom: 20px !important;}&#8221;][vc_column][vc_column_text]<\/p>\n<h2>Offered Solution<\/h2>\n<p>Wavetec provided Samsung with a suite of solutions:<\/p>\n<ul>\n<li aria-level=\"1\"><a href=\"https:\/\/www.wavetec.com\/solutions\/smart-online-appointment-booking-and-scheduling-software\/\">Online Appointment Scheduling<\/a>: Wavetec integrated appointment booking directly into Samsung\u2019s website.<\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/www.wavetec.com\/solutions\/whatsapp-appointment-management\/\">WhatsApp Appointment<\/a> &amp; Ticketing Integration: Customers could manage appointments and receive digital queue tickets via WhatsApp.<\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/www.wavetec.com\/solutions\/take-a-number\/\">Ticketing Kiosk<\/a> Integration: Wavetec\u2019s technology-enabled seamless ticket issuance and appointment check-ins at Samsung kiosks.<\/li>\n<li aria-level=\"1\">Video Call Appointments via Google Meet: Virtual appointments were introduced through Samsung\u2019s website, integrated with Google Meet API.<\/li>\n<li aria-level=\"1\">Samsung Care+ Integration: Appointments for customers with Samsung Care+ coverage are prioritized.<\/li>\n<li aria-level=\"1\">Reporting &amp; Analytics: A comprehensive dashboard offered insights into operational performance.<\/li>\n<li aria-level=\"1\">Language Localization: Wavetec introduced Catalan language support across four branches and Basque in one branch, improving accessibility for regional customers.<\/li>\n<\/ul>\n<h3>Compliance &amp; Security<\/h3>\n<p>Wavetec fulfilled Samsung\u2019s enhanced security and data privacy requirements by providing them access to our servers, allowing them to ensure our security standards were aligned with Samsung\u2019s expectations.<\/p>\n<h3>Seamless Integration with Samsung Kiosks<\/h3>\n<p>Wavetec worked closely with Samsung\u2019s engineers to integrate our queue management solutions with Samsung\u2019s kiosk systems, exemplifying a successful partnership as a registered Samsung partner.[\/vc_column_text][\/vc_column][\/vc_row][vc_row css=&#8221;.vc_custom_1636955817623{padding-top: 20px !important;}&#8221;][vc_column][vc_column_text]<\/p>\n<h2>Customer Journey<\/h2>\n<p>[\/vc_column_text][vc_column_text]Customers can book appointments online or via WhatsApp, with premium device owners receiving prioritized service. In-store, Wavetec-powered digital kiosks ensure a smooth and secure <a href=\"https:\/\/www.wavetec.com\/solutions\/customer-experience-solutions\/\">customer experience<\/a>.<\/p>\n<ul>\n<li>Channel Routing: Online appointment scheduling, WhatsApp queue integration, Virtual appointments via Samsung\u2019s website<\/li>\n<li>Pre-Arrival: Appointment confirmation via WhatsApp or email (with Google Meet link for video calls), Customer data protection<\/li>\n<li>Arrival: Seamless kiosk check-ins, Ticket issuance at kiosks, Check-in with WhatsApp<\/li>\n<li>Engagement: Prioritized service for premium and Samsung Care+ customers, Real-time queue management, Remote engagement through video call appointments<\/li>\n<li>Serving: Enhanced service experience, Efficient in-store and virtual operations<\/li>\n<li>Refinement: Operational performance analytics, Continuous service improvement<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row css=&#8221;.vc_custom_1636955817623{padding-top: 20px !important;}&#8221;][vc_column][vc_column_text]<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-82785\" src=\"https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/Samsung-Customer-Journey-Queue-Management-Wavetec.jpg\" alt=\"\" width=\"2000\" height=\"1000\" title=\"\" srcset=\"https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/Samsung-Customer-Journey-Queue-Management-Wavetec.jpg 2000w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/Samsung-Customer-Journey-Queue-Management-Wavetec-300x150.jpg 300w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/Samsung-Customer-Journey-Queue-Management-Wavetec-1024x512.jpg 1024w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/Samsung-Customer-Journey-Queue-Management-Wavetec-768x384.jpg 768w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/Samsung-Customer-Journey-Queue-Management-Wavetec-1536x768.jpg 1536w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/Samsung-Customer-Journey-Queue-Management-Wavetec-500x250.jpg 500w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/Samsung-Customer-Journey-Queue-Management-Wavetec-260x130.jpg 260w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/Samsung-Customer-Journey-Queue-Management-Wavetec-50x25.jpg 50w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/Samsung-Customer-Journey-Queue-Management-Wavetec-150x75.jpg 150w\" sizes=\"auto, (max-width: 2000px) 100vw, 2000px\" \/><\/p>\n<h2>The Outcome<\/h2>\n<p>The partnership with Wavetec led to:<\/p>\n<ul>\n<li aria-level=\"1\">Improved Customer Experience: Enhanced services for premium customers resulted in increased satisfaction.<\/li>\n<li aria-level=\"1\">Promotional Services: Customers at the branch stay updated regarding the latest promotions or services Samsung offers via WavetecCMS.<\/li>\n<li aria-level=\"1\">Greater Efficiency: Optimized workflows and data privacy measures boosted operational efficiency.<\/li>\n<\/ul>\n<p>Samsung\u2019s adoption of Wavetec\u2019s retail queue management set a new standard for customer service excellence in the electronics industry. It ensured compliance with data privacy regulations and delivered a superior customer experience.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-83090 size-full\" src=\"https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/samsung-spain-x-wavetec-4.jpeg\" alt=\"\" width=\"2000\" height=\"1600\" title=\"\" srcset=\"https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/samsung-spain-x-wavetec-4.jpeg 2000w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/samsung-spain-x-wavetec-4-300x240.jpeg 300w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/samsung-spain-x-wavetec-4-1024x819.jpeg 1024w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/samsung-spain-x-wavetec-4-768x614.jpeg 768w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/samsung-spain-x-wavetec-4-1536x1229.jpeg 1536w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/samsung-spain-x-wavetec-4-500x400.jpeg 500w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/samsung-spain-x-wavetec-4-183x146.jpeg 183w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/samsung-spain-x-wavetec-4-50x40.jpeg 50w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/10\/samsung-spain-x-wavetec-4-94x75.jpeg 94w\" sizes=\"auto, (max-width: 2000px) 100vw, 2000px\" \/><\/p>\n<p>[\/vc_column_text]<div class=\" ubtn-ctn-left \"><a class=\"ubtn-link ult-adjust-bottom-margin ubtn-left ubtn-normal \" href=\"https:\/\/info.wavetec.com\/free-introductory-consultation?utm_source=organic&amp;utm_medium=case-study&amp;utm_campaign=leads\" target=\"_blank\" rel=\"noopener\"><button type=\"button\" id=\"ubtn-3532\"  class=\"ubtn ult-adjust-bottom-margin ult-responsive ubtn-normal ubtn-no-hover-bg  none  ubtn-left   tooltip-69e156420eea2\"  data-hover=\"#ffffff\" data-border-color=\"#ffffff\" data-bg=\"#fe8630\" data-hover-bg=\"#fe8630\" data-border-hover=\"#fe8630\" data-shadow-hover=\"\" data-shadow-click=\"none\" data-shadow=\"\" data-shd-shadow=\"\"  data-ultimate-target='#ubtn-3532'  data-responsive-json-new='{\"font-size\":\"desktop:18px;\",\"line-height\":\"\"}'  style=\"font-family:&#039;Poppins&#039;;font-weight:600;border-radius:5px;border-width:2px;border-color:#ffffff;border-style:solid;background: #fe8630;color: #ffffff;\"><span class=\"ubtn-hover\" style=\"background-color:#fe8630\"><\/span><span class=\"ubtn-data ubtn-text \" >Experience The Difference<\/span><\/button><\/a><\/div>[\/vc_column][\/vc_row]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Samsung Spain Transforms Customer Service Wavetec&#8217;s Digital Queue System<\/p>\n","protected":false},"author":18,"featured_media":78147,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"content-type":""},"portfolio-types":[106],"class_list":["post-18437","portfolio","type-portfolio","status-publish","has-post-thumbnail","hentry","region-europe","portfolio-types-retail"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.wavetec.com\/en-US\/wp-json\/wp\/v2\/portfolio\/18437","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.wavetec.com\/en-US\/wp-json\/wp\/v2\/portfolio"}],"about":[{"href":"https:\/\/www.wavetec.com\/en-US\/wp-json\/wp\/v2\/types\/portfolio"}],"author":[{"embeddable":true,"href":"https:\/\/www.wavetec.com\/en-US\/wp-json\/wp\/v2\/users\/18"}],"replies":[{"embeddable":true,"href":"https:\/\/www.wavetec.com\/en-US\/wp-json\/wp\/v2\/comments?post=18437"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.wavetec.com\/en-US\/wp-json\/wp\/v2\/media\/78147"}],"wp:attachment":[{"href":"https:\/\/www.wavetec.com\/en-US\/wp-json\/wp\/v2\/media?parent=18437"}],"wp:term":[{"taxonomy":"portfolio-types","embeddable":true,"href":"https:\/\/www.wavetec.com\/en-US\/wp-json\/wp\/v2\/portfolio-types?post=18437"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}