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CRM

Drive innovation in enterprise marketing, sales, and services
with global SaaS and AI solutions

In a digital era, where both markets and customers are rapidly changing, companies should flexibly improve their customer relationship management.

Samsung SDS leverages global SaaS solutions, AI, and advanced technology to support the improvement and innovation Customer Relationship Management (CRM) across various industries, including manufacturing and retail.
What’s special about Samsung SDS CRM?

Samsung SDS supports customers' successful CRM improvement and innovation by leveraging Korea's top professional talent and
delivery assets accumulated through large-scale projects with leading enterprises.

Workforce
  • Approximately 250 seasoned developers and agile implementation/operation by consultants
인력 아이콘
Assets
  • Utilization of various delivery assets such as CX, QA, security, and industry-specific know-how
자산 아이콘
Scale
  • Successful execution of large-scale projects involving multiple regions and thousands of participants
스케일 아이콘
Total Service
  • End-to-end services from consulting and implementation to operation and licensing
토탈 서비스 아이콘
  1. Assessment Consulting
  2. Licensing
  3. Agile Implementation
  4. Tech Support
  5. Shared Operation

Samsung SDS offers solutions that improve and innovate the customer experience journey for enterprises, including digital marketing/experience, sales, e-commerce, and AI contact centers.

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  • Digital Marketing :Implementation of multi-channel campaigns including email and web/app advertising
  • Digital Experience :Development and operation of brand sites for product/services
  • Sales : Implementation of portals for sales management and partner collaboration
  • e-Commerce : Implementation and operation of online stores
  • AI Contact Center : Generative AI-driven improvement and operation of contact centers

Digital Marketing

Samsung SDS develops and operates digital marketing systems that integrate enterprises’ online and offline customer data to execute effective targeted campaigns.

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  1. Data Source : Batch, Real-Time Data
  2. Customer Information Integration, Campaign Design/Development : Customer Information Integration, Campaign Design/Development
  3. Marketing Execution : Channel
  4. Reward
  5. Reporting
  1. Awareness (Advertising Exposure)
  2. Discovery (Targeted Campaign)
  3. Consideration (Remarketing Execution)
  4. Purchase (Online/offline Data Collection)
  5. Retention (Loyalty Management)

Digital Experience

Demonstrating its global roll-out capabilities, Samsung SDS has established and now manages .com sites across 79 countries.
With expertise in digital experience platforms and flexible execution,
Samsung SDS helps enterprises strengthen their brand marketing and optimize the online customer journey.

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.com Sites Status Worldwide (Total of 79 countries and 47 languages)

  • South Korea
  • Europe (31 countries)
  • Middle East and Africa (MEA) (14 countries)
  • Southwest Asia (2 countries)
  • Southeast Asia (9 countries)
  • Latin America (8 countries)
  • North America (3 countries)
  • East Asia (4 countries)
  • CIS (7 countries)

Sales

As an official reseller, consulting partner, and Agentforce-certified partner of Salesforce, Samsung SDS helps companies enhance their sales systems and
implement C360 to strengthen customer relationships and drive revenue growth.

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safeforce PARTNER SINCE 2000

  1. ① Accurately understand customers through C360 information
  2. ② Streamline product purchase discussions by focusing on key agendas of interest
  3. ③ Receive effective sales proposals and communicate purchasing decisions quickly
  4. ④ Quickly generate quotes and place orders through a single platform

Clear visibility of customer requirements and purchase decisions

Effective face-to-face and remote sales communication without duplication

e-Commerce

Samsung SDS enhances the online purchasing experience for B2C, B2B, and EPP businesses by supporting order, payment, delivery, and O2O integration.

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Customer
Consumer Employee Business Operator
e-commerce platform development and operation
Front-end UI : Mobile/Tablet, PC
Back-end System : Product Catalog Order Payment Delivery Customer Promotion Admin
Integration with Related Systems
Seller, Business Operator : ERP,SCM,Logistics
Partner, Logistics :Store, Customer Service

Service

Samsung SDS leverages generative AI in contact centers to streamline the entire process—from customer engagement and issue resolution to inquiry classification and analysis—resulting in reduced consultation time and resource consumption, as well as enhanced operational efficiency.

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Service
  • AI Contact Center : Generative AI-based Automated Customer Service
  • Virtual Consultation through the AI Contact Center :Humanlike AI Chatbot Service
  • Consultation Analysis through the AI Contact Center: Real-time Customer Data Analysis
  • Brity Assistant : Conversational AI Chatbot
Application
  • Customer : Knowledge Mgmt. System
  • Agent : Quality Mgmt. System
  • Case
Call Infra
  • Private Branch Exchange
  • Computer Telephony Integration
  • Predictive Dialing System
  • Interactive Voice Response
  • Recording
Cloud

Awards & Recognition

Samsung SDS recognized by global industry experts

IDC

[Recognition] Samsung SDS is named as 'a Major Player' in IDC MarketScape: Asia/Pacific Salesforce Implementation Services 2024–2025 Vendor Assessment report. This is the second time Samsung SDS has been positioned as 'a Major Player' in this market.

  • * IDC MarketScape: Asia/Pacific Salesforce Implementation Services 2024–2025 Vendor Assessment (Doc ##AP51540024, November 2024)
  • * IDC MarketScape: Asia/Pacific Salesforce Implementation Services 2022 Vendor Assessment (Doc #AP48916222, November 2022)

2024. 11

Let's talk

Samsung SDS CRM experts are here to assist you!