Shinsegae Departmental Store

Shinsegae Departmental Store
Overview

Started in 1930, Shinsegae was the very first departmental store operational in Korea. It is now a luxurious premium shopping venue, featuring diverse brands ranging from the top three international luxury brands to new designer brands.

Challenges

Shinsegae faced much challenges from the usage of paper forms throughout the entire organisation. Customer information were not well protected as paper forms had to pass through many hands for data entry. Lowered service productivity stemmed from vexatious works involving data entry, archiving, and disposal of paper forms. Different versions of paper forms were everywhere with no clear indication of the latest version, causing delayed customer service delivery and lowered customers’ satisfaction.

Solutions

A change is needed to overhaul its overall customer service delivery to compete with uprising competitors. Beginning with Delivery Order form, all other paper forms used for Repair Order, Class Registration, Gift Certificate Management, and Lost and Found were fully digitized.

Implemented: Customer Information Management System
Product: OZ e-Form

Results

Employee productivity increased significantly after implementation of OZ e-Form, there are now clear documentation of the entire service delivery process. To prevent data leakage, only authorised employees have access to customers’ details. Shinsegae recorded a reduced usage of 1.4 million pieces of paper a year, transforming the entire workplace into an eco-friendly working environment.

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