GS Home Shopping

GS Home shopping is the new name for LG Home Shopping. On April 1, 2005, GS Home Shopping launched its services to open a new chapter in home shopping history. Since its first broadcast in 1995, GS Home Shopping has played a major role in propagating home shopping culture by offering an advanced form of shopping, in which media and retail businesses are integrated, despite the lack of foundation and customer perception for mail-order markets in Korea. Now, with the 24-hour TV home shopping through the cable and satellite broadcasting, GS e-Shop (www.gseshop.co.kr), the largest Internet shopping mall in Korea, and the Shop for You catalogue, which is recording the largest circulation and sales, GS Home Shopping is the largest on-line retailer in Korea.

In Sales Size, GS Home Shopping is the third largest on-line retailer in the world, trailing QVC and HSN. In 2001, it became the first in the industry to reach 1 trillion won in annual sales, and has continued to strengthen its leadership position in the midst of the unprecedented recession. GS Home Shopping is enforcing its position as a growth engine of the future to succeed the legend of the TV home shopping as it leads the Internet shopping mall industry. In February 2005, it opened a local subsidiary in Chon Qing in China, making inroads into world markets.

These accomplishments are based on the results of the incessant investment in building the infrastructure, including product planning, product selection, quality control and delivery, for home shopping business and the endless efforts to win trust from customers. For the first time in Korea, GS Home Shopping introduced a 24-hour customer service, a 30-day replacement/return/refund guarantee, a refund-first service, a real-name service, a happy-call service and a recall service. It continues to lead the home shopping industry by introducing a service that designates the delivery date and a VIP woman carrier service to maintain its reputation as the home shopping business with the highest customer satisfaction.

Situation

Service response time and website performance plays an important role in internet shopping. In case of GS Home Shopping internet shopping mall (gseshop), and E-Marketplace (gsestore) delayed service response time or website performance problem can be translated into loss in revenue customer satisfaction. According to an internet market study, if an internet store fails to provide service to customers, approximately 35% of the customer will not return to that store. This means that when ever a internet store is unable to provide service to customers due to delayed response time or performance problem, it is losses not only the revenue from the present transaction but future business as well. Because of this reason, immediate resolution of any delayed response time or performance problem is needed for internet store and mall to be successful. Also, measure against sudden influx of visitors (example: sales events or gift giving holidays such as Christmas, Valentines Day, etc…) need to be prepared. When the incoming service request exceeds internet store capacity, the incoming request must be redirected to prevent system overload or system crash and overflow redirected to a proper error page instead of long delay in service response time.

Solution

Jennifer’s real time monitoring capability regarding service response time has helped greatly for GS Home Shopping. By implementing Jennifer, Customer was able to monitor performance problem, throughout, system load, and system resource in real time in a sing comprehensive yet simple view. Also, Administrators were alerted of any errors or performance problems immediately via SMS messaging, identifying and resolving the performance issue as soon as they occur. Also, Jennifer provided measure against sudden influx of incoming service request with PLC (Peak Load Control) by diverting visitors to a proper error message page if the incoming service request exceeds the system capacity.

Benefit

Using Jennifer, IT staff of GS Home Shopping was able to setup a monitoring system that will collect relevant monitoring data in real time and ensure system stability. The collected monitoring data was delivered to the site developers for continual repair and improvement of the sites. Also, PLC played a significant role in maintaining system stability during the busy seasons when the incoming service request exceeds the website capacity. Also the data collected from Jennifer is used for marketing and business purposes as well as server maintenance purposes.