Company: Vestel, Manisa,Turkey
Nomination Submitted by: Vestel Müşteri Hizmetleri
Company Description: Vestel Group is a multi-industry manufacturer, which operates in electronics, household appliances, mobile technologies, LED lighting and defence. Testimony to the global importance of Zorlu Holding across multiple technology sectors, Vestel is not only thriving at home in Turkey with its 12 companies, but also through a further 14 businesses that have been set up in other parts of the world
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Business Intelligence Solution – New Version
 Nomination Title: White Goods Analytics
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the features, functions, benefits, and results to date of the nominated product or service, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 285 words used.
By making our white goods products that we produce and sell to our customers smart, we have enabled our customers to control their products remotely with a mobile application. In the current process, our customers contact us by phone and apply for issues such as malfunctions, information or maintenance requests regarding their products. However, along with this process, we also used the data stored by the customer during the usage period of the products for the convenience of the customer. Our process starts with connecting the product to the internet at the customer's home.
An optimization process has been established with the collected sensor data in order to ensure that the product is used with maximum efficiency by the customer throughout its lifetime. With sensor data, real-time service design with predictive algorithms about products and customers, and product development input was created with analyzes between certain dates. White Goods Analytics makes use of all the details about data analytics in order to analyze all the data coming from the products. For example, for a washing machine, by considering the program that the customer runs during this period and the sensor data from the product, by recommending pump cleaning or offering maintenance service to the customer, the product life and service costs are reduced or additional income is obtained. Or, by estimating the failure of the product in the near future from the received sensor data, authorized service is directed and customer satisfaction is increased thanks to proactive service design. In addition, with the sensors and usage data coming from the products, as regionally product design input is created in the product development processes. With the collected data, a business value is created as customer services.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
- If you are nominating a brand-new product or service, state the date on which it was released. If you are nominating a new version of an existing product or service, state the date on which the update was released:
01.01.2021
- Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Total 288 words used.
The rate of products with wifi feature in the product range produced by our company is 32%. However, not every device with wifi feature is used actively with the wifi feature. On average, 1 out of every 5 products with wifi feature is actively using the wifi feature. In other words, the rate of products with active wifi connection in the entire product range is 6.4%. We make an average of 2 interventions to the product to solve a malfunction. With the White Goods Analytics, the average number of solution interventions of this 6.4% part decreased from 2 interventions to 1.15 interventions. in other words, there has been a 42.5% decrease in the number of solution interventions. However, because of both the rate of our products with wifi is 32% and the rate of use of the wifi feature is 20% our average intervention rate for all products decreased from 2 interventions to 1.95 interventions with a decrease of 2.5%. We anticipate that the effects of White Goods Analytics will increase with the increase in both the rate of products with wifi feature and the rate of use of the wifi feature, as smart products take more and more place in our lives day by day. In addition, we increased our average breakdown service NPS score by 2.4% from 83.1 to 85 for the products we serve. While the average number of customer calls received by the Call Center in one day was 6400, it decreased by 6.25% to an average of 6000 thanks to automatic service forwarding. Another benefit is that incorrect entries are prevented since the explanation field in the fault call is at the service initiative.
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