The document outlines Whirlpool's customer service process for handling complaints received via social media. It involves complaints being registered and a ticket being generated in Whirlpool's CRM database. The complaint is then prioritized and a service request is raised and allocated to an owned or franchised service center. The customer receives real-time status updates.

1. Customer
Social Media
Whirlpool
Portal
Social Media
Scanner
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

2. Customer
Social Media
Whirlpool
Portal
Social Media
Scanner
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
Invoice no. “SPACE”
Problem in short
#SVCWPL
S514544752 Machine making noise
during operation.
#SVCWPL

3. 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

4. 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