Samsung empowers its business partners with COSMOS software

The new software will be implemented at the company's distributor networks and customer care centres in Middle East and Africa over the next few months.

The UAE-based Gulf Customer Satisfaction Headquarters (GCS HQ), the regional Samsung service company, has developed COSMOS software in conjunction with Samsung Data Systems (SDS) Europe. The solution is tailor-made to address the complex requirements of pre and after sales service operations.

"Samsung plans to streamline its service operations and take them to an even higher level of competency. In order to achieve this objective, we plan to strengthen our service/quality competitiveness, establish a robust digital office and optimise the service logistics. We believe that an operation of this magnitude has never been attempted in the region and hence this is yet another first from Samsung," said Mr. Youn Youb Shin, General Manager, GCS HQ.

In the first phase, the UAE distributors and service centres will implement the COSMOS software. By the first quarter of 2004, the solution will be rolled out to over 31 distributors and 200 service centres across 17 countries. In addition to the basic service-related processes, COSMOS is capable of efficient data management, data interfacing, supply chain management, inventory management, quality management and service performance evaluation. COSMOS software, due to its collaborative nature, completely integrates with SAP R/3, an ERP platform that has been globally adopted by Samsung.

"We are delighted to be part of this technology initiative from Samsung - the first to implement the COSMOS solution anywhere in the world. By deploying COSMOS software we will streamline all our service-related processes and will therefore be in a position to achieve greater customer satisfaction levels. The software will enable us to also increase our profitability and reduce large operational costs," said Mr. Yousuf Badri, Chairman and Managing Director, Eros Group.

By deploying the COSMOS software, Samsung plans to standardise its internal processes and aims to implement best practices across its distributor networks and customer care centres throughout the region. The COSMOS software will enable users to forecast the market demand based on consumption and not just rely on the traditional purchase order system. In addition, the solution will also facilitate users to take quick, timely and intelligent decisions.