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THE CUSTOMER
The customer is a society that was founded in 1982 as a technical laboratory supporting Olivetti Dealers as well as the manufacturer,
Ing. C. Olivetti & C., S.p.A.
Keeping pace with the frantic rate of advance in electronic technologies, the customer has always been in the
forefront in acquiring the most recent and effective repair and testing methodologies and techniques,
supported by the best equipment available on the market. The Company's on-going quest for quality above
all else, coupled with its understanding of the market's demands, such as the need for prompt delivery
times and highly competitive prices, has allowed the customer not only to consolidate its initial market
involving electronic boards for office equipment, such as personal computers, servers, printers, monitors,
fax machines, but also to expand its business into other highly innovative sectors, such as fixed and mobile
phones, portable computers, industrial automation and all other electronic devices.
THE SCENARY
Customer internal activities are managed with the support of SIS, an informative system that links warehouse,
working points and offices, allowing a complete and continuous control of each product status.
The use of an Automatic Component Warehouse allows the daily update of remaining quantities, avoiding the risk of non availability of components.
THE REQUIREMENT
In 2001, in order to reduce reaction times and to cut costs related to the management of goods repairing
and return, the Customer felt the necessity to have a WEB Portal that, integrated with the system already in use,
would allow the online management of LG products replacement and repair requests done by authorized assistance centers.
THE SOLUTION
At this purpose, C System has developed SOL, a Web Portal that, integrated with the SIS informative system,
allows customers (companies or private individuals) to register to the web Site and make replacement and repair requests.
Inserted requests are first automatically checked by the system that verifies the respect of acceptance conditions
(product purchase date between established limits) and, subsequently, seen by internal staff
that verifies the presence and the correctness of all documents attached to the request necessary for its treatment.
If all controls are passed, requests are taken in charge by SIS and managed in different ways depending on request type
(goods repairing or return) and "author" (companies or private individuals).
SOL is continuously updated with request status data so that customer, logging on the site,
can check requests acceptance or non acceptance status and monitor the advancement.
Moreover, SOL draws from SIS production progress data, integrates them in its own database
and makes them available on the Web for manufacturers that can generate and download excel reports.
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