A customer complained on social media that their Whirlpool machine was making noise during operation. The social media complaint was scanned and a ticket was generated in Whirlpool's CRM database. The complaint was prioritized and a service request was raised and allocated to an authorized service center, who would provide real-time status updates to the customer.

2. Customer
Social Media
Social Media
Scanner

3. Social Media
Scanner
S514544752 Machine making noise
during operation.
#SVCWPL

4. Customer
Social Media
Complaint
Registration
&
Ticket Generation
Whirlpool CRM
Database
Complaint
Prioritisation
Raising service
request
Allocation of
Service request to
Own/Franchise
Service center
Real Time Status Update
Social Media
Scanner

5. Customer
Social Media
Whirlpool
Portal
Complaint
Registration
&
Ticket Generation
Whirlpool CRM
Database
Complaint
Prioritisation
Raising service
request
Allocation of
Service request to
Own/Franchise
Service center
Real Time Status Update
Social Media
Scanner

6. Customer
Social Media
Whirlpool
Portal
Complaint
Registration
&
Ticket Generation
Whirlpool CRM
Database
Complaint
Prioritisation
Raising service
request
Allocation of
Service request to
Own/Franchise
Service center
Real Time Status Update
Social Media
Scanner