Customer Success Story:
Samsung
How Samsung Turkey has become the highest-selling consumer electronics brand both online and offline.
The Path to Leadership
Samsung has become the highest-selling consumer electronics brand both online and offline. Achieving this required more than just great products; it required a future-proof digital strategy. The key challenges were:
- To future-proof their digital commerce solution across all channels; digital, telesales, and physical stores.
- To construct B2B capabilities for their dealer network.
- To reach out to a broader audience and offer a next-level shopping experience.
Building a Unified Commerce
Samsung Turkey addressed these challenges by leveraging a powerful suite of solutions: Omnitron, OMS, InStore App, Live Commerce, and Integrator. Together, these technologies created a unified commerce experience, blending B2B and B2C, as well as online and offline, into a single, cohesive ecosystem.
Beyond Transactions, New Experiences
The transformation wasn’t just operational; it redefined the customer experience. Live Commerce events brought dynamic product demonstrations directly to customers, generating excitement and driving immediate purchases. Trade-In & Pay-On-Delivery allowed instant evaluation of old phones with real-time credit application, while on-site product installation turned post-sales into new sales opportunities with technical teams upselling complementary services.
Ecosystem Expansion and Dealer Growth
Samsung Turkey strengthened its dealer network by integrating them into the digital commerce ecosystem. Dealers were empowered to place online orders on behalf of their customers, extending Samsung’s reach and providing a seamless shopping experience that connected local expertise with global scale.
Results & Capabilities in Brief
Live Commerce Impact
Live Commerce events resulted in sales increases of up to 200% compared to average sales during active hours, turning engagement into immediate conversions.
Trade-In & Pay-On-Delivery
Enabled instant evaluation and return of old phones with real-time credit calculation and balance payment, creating a seamless, incentive-driven purchasing journey.
Post-Sales Upselling
Technical service teams actively contributed to revenue growth by upselling goods and services during on-site product installations, turning operational visits into sales opportunities.
Dealer Ecosystem Integration
Empowered dealers to place online orders on behalf of their customers, expanding Samsung Turkey’s reach while offering a personalized and localised commerce experience.
