DSS: Enhancing Home Appliance Fault Detection through a CRM-Based Diagnostic Smart System

The increasing number and complexity of home appliances necessitates a robust customer care service capable of diagnosing and repairing issues efficiently. Customer Relationship Management (CRM) is essential in today's product landscape, and this project introduces DSS, a customer care service specifically designed for the home appliance sector with CRM principles at its core. Diagnostic smart system (DSS), enhances user interactions by providing clear insights into product errors and improving the support experience. The system underwent testing across four conditions, focusing on key metrics like response time, average response time, successful transmission count, total transmission attempts, success rate, connection time, average latency, and failure rate. The tests encompassed ten different appliance types, including refrigerators, air conditioners, and washing machines, each generating five unique error codes, yielding a total of 50 error codes. Subsequently, ten users engaged with the app to assess its overall performance. Results show DSS's effectiveness and reliability across these varied scenarios. By reducing service wait times and improving data collection, DSS boosts operational efficiency and customer satisfaction, supporting predictive maintenance for reliability and proactive support. Overall, DSS significantly strengthens customer relationship management in the home appliance industry, delivering timely and effective service.