Planzer Homeservice Stories

Repair and customer satisfaction – a contradiction in terms? Not if you ask us. After all, product failure is actually a great opportunity for a strong brand to demonstrate its quality standards. That’s why Samsung Switzerland has opted for a comprehensive repair logistics solution from Planzer for its visual display products. With Planzer Parcel or Planzer Home Services, our repair logistics staff pick up the device at the user’s location and bring it back when the repair is done – assembly included. ‘In Planzer, we have found a partner that can handle the volume and quality simultaneously,’ says Patric Jäger, Head of Customer Service, Samsung Electronics Switzerland GmbH.

The TV and display transport box for visual display products up to 34 inches is a great example of successful co-creation between the value-creation partners Samsung, service partners and Planzer. The box can be adjusted for size, is self-explanatory with brief instructions and is 100% recyclable. The material meets the safety and sustainability requirements of Samsung. The box also fulfils all safety standards for the transport of parcels and offers protection for a fall height of up to one metre.

To date, there has been no reported damage to devices transported in this in-house development. ‘The TV and display box for Samsung screens proves that co-creation functions on a sustainable basis. And thanks to the box, we need one less person for pick-up and delivery,’ says Heinz Wiedemeier, Director of Planzer Home Services.

It all sounds quite simple, but it usually isn’t. The task, after all, is to repair a defect as quickly as possible. In the digital age, a black screen is almost as disastrous as a grounding is for an airline. ‘Speed is a key factor in repair logistics. There’s always room for improvement here, together with our partners,’ says Patric Jäger of Samsung Electronics.

However, the repair of screens holds further challenges in store for the involved parties. The displays of business customers, for example, are often found conference rooms or as information systems in office buildings with limited access during the COVID-19 lockdowns. Working in lockstep with a partner that has experience and trained staff also pays dividends when it comes to customs clearance, intermediate or longer-term storage, integration of the logistics application with the dealer’s or manufacturer’s ERP system and the correct entry and management of the data.