Collaborated with PT Korea to provide 24/7 operational support and manage the eCommerce mobile app for Samsung; a global leader in consumer electronics.
- Client: PT Korea - Samsung
- Industry:FMCD - Electronics
- Geographies:30+ Countries, across 6 Continents
- Service: eCommerce Mobile App Management
Our 24x7 operations support transformed Samsung's content management process for the Shop App, ensuring timely updates, quality assurance, and seamless user experiences. This partnership not only enabled real-time responsiveness but also set a benchmark for operational excellence in multi-regional eCommerce content management.
One of the world's largest consumer electronics manufacturers, operates the Shop App, a primary eCommerce mobile platform catering to retail buyers across multiple countries. The app is pivotal for driving sales, showcasing flagship products, and providing a seamless shopping experience.
- Designing, publishing, and validating content efficiently.
- Adhering to global standards for accuracy, branding, and user experience.
- Ensuring seamless performance across a wide range of devices.
- Providing real-time support for high-visibility campaigns and flagship launches across different time zones.
Solution
Dedicated 24x7 Operations Support
A team of trained professionals operates in multiple shifts to provide round-the-clock support for over 30 countries.
Each shift comprises a balanced mix of Designers, Publishers, and Quality Analysts to efficiently manage incoming requests.
Robust Content
Management Workflow
Design: Creative assets tailored to meet local and global campaign requirements.
Publish: Accurate and timely updates to the Shop App.
Validate: Intensive multi-stage checks to ensure adherence to guidelines and flawless functionality.
Stringent Quality Assurance
All content undergoes through multiple rounds of quality checks to meet Samsung’s stringent global standards.
Ensures seamless performance across multiple devices and platforms.
Technology Integration
A combination of manual processes and automated tools ensures efficient workflows and adherence to Service Level Agreements (SLAs).
Real-time defect reporting and resolution mechanisms to maintain operational excellence.
Customized Training
Regular training sessions for team members to stay updated on Samsung’s guidelines, app updates, and market-specific nuances.
Execution
- A comprehensive onboarding process was conducted to ensure alignment with Samsung's operational and branding guidelines.
- The team operated from a secure office environment, ensuring confidentiality, especially during new launches, with zero tolerance for plagiarism or unauthorized leads.
- Real-time collaboration was facilitated through project management tools and automated workflows to streamline communication and tasks.
- Weekly and monthly performance reviews were held to optimize processes and identify areas for improvement.
- Ongoing coordination with Samsung's regional teams ensured seamless management of country-specific customizations.
Countries Covered
Canada, Mexico, Colombia, Chile, Peru, Brazil, Singapore, Australia, Indonesia, Thailand, Vietnam, Malaysia, Philippines, New Zealand, Hong Kong, Taiwan, China, U.K, Germany / Deutschland, France, Italy, Spain, Netherlands, Sweden / Sverige, Poland / Polska, Austria, Czech Republic, Romania, Hungary, UAE, Saudi Arabia, Turkiye, South Africa.
Achievements
Our 24x7 eCommerce mobile app management for Shop App ensured real-time updates, seamless functionality, and stringent quality control across 30+ countries. This robust system enabled operational excellence, setting a new benchmark in multi-regional eCommerce content management. Here are the key achievements:
Seamless execution of 4 major flagship events, contributing to increased visibility and sales.
Over 50 successful campaigns executed across various regions.
Continuous 24x7 support for over 40 countries, ensuring localized content updates and timely launches.
More than 5,000 defects reported and rectified through proactive monitoring and validation.
100% SLA compliance with a Gold-level guarantee.
Flawless app functionality across diverse devices, providing a consistent and superior user experience.
Security Measures Implemented for a Resilient 24x7 Operation
To ensure data security, operational integrity, and compliance, we deployed a robust multi-layered security framework covering both digital and physical aspects.
Device & Endpoint Security
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USB & Admin Restrictions
Blocked unauthorized data transfers and software installations.
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Trusted Applications & Firewalls
Allowed only pre-approved software and secured network access.
Network & Data Protection
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Firewall & Intrusion Prevention
Shielded against cyber threats.
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Restricted Access
Enforced strict IP, URL, and MAC address whitelisting.
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Clean Room Isolation
VLAN segmentation for critical systems.
Physical Security Controls
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Device Locks & Biometric Access
Shielded against cyber threats.
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24/7 CCTV Monitoring
Ensured continuous surveillance of critical zones.
IT Management & Compliance
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Active Directory & Centralized Control
Managed security policies and access.
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Advanced Antivirus & Encryption
Protected against malware and data breaches.
User Access & Authentication
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Multi-Factor Authentication (MFA) & Privileged Access (PAM)
Ensured secure role-based system access.
Incident Response & Business Continuity
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Disaster Recovery & Cloud Backups
Maintained data resilience and quick recovery.
Employee Awareness & Compliance
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Regular Security Training
Strengthened defenses against phishing, social engineering, and cyber threats.
Awards Honoring Our Tech Excellence
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