In today's increasingly fierce market competition, consumers' consumption concepts are quietly changing, they no longer only focus on the product itself, in the case of similar product quality and performance, more willing to choose those products with high-quality after-sales service. Especially in the mature PC market, the importance of after-sales service is self-evident.
Shenzhou Computer, which has become the consensus of the industry in terms of high cost performance, has always attached great importance to the key link of after-sales service. On the basis of the original after-sales service, Shenzhou Computer is cooperating with HUAWEI CLOUD to open up a new path of after-sales service with the application of digital and intelligent technologies - digital intelligent after-sales service.
As the name suggests, digital intelligence after-sales service is to provide accurate services according to the needs and preferences of each customer through big data analysis and digital intelligence technology. In order to achieve this goal, Shenzhen Shenzhou Computer Co., Ltd. (hereinafter referred to as "Shenzhou Computer") has joined hands with Huawei (Longgang) Industrial Internet Innovation Center to launch a cloud-based digital intelligence after-sales service platform to bring consumers a new after-sales experience.
Initially, after-sales service was mainly for the repair and maintenance of products, and most of them relied on a strong offline service network; By the 90s of the 20th century, with the gradual rise of Internet technology, some enterprises began to establish ** and ** customer service systems to provide basic ** after-sales service. Nowadays, online after-sales service has matured and become an important part of enterprise after-sales service.In recent years, with the development and change of the times, as well as the continuous change of consumer demand, the content and form of "online + offline" after-sales service have been continuously upgraded and improved; After-sales service began to pay more attention to digitalization, intelligence and personalization. Especially in the typical stock market of PC, almost all PC manufacturers are trying to improve consumer service experience and satisfaction with the help of digital intelligence.
As a state-level high-tech enterprise integrating R&D, production and sales, Shenzhou Computer has established strong market competitiveness in the fields of high-performance notebook computers, desktop computers, LCD integrated computers, LCD monitors and LCD TVs, tablet computers and other computer peripherals.
However, with the development and growth of the company's scale and the continuous growth of product sales, Shenzhou Computer's after-sales service orders are also increasing, and it is difficult to meet the immediate and personalized needs of users for after-sales service by relying only on offline service stations to provide after-sales service. Especially in today's in-depth application of mobile Internet, Shenzhou Computer urgently needs to promote the digital intelligence of after-sales service and provide users with remote services.
To this end, with the help of HUAWEI CLOUD, Shenzhou Computer has gradually built a digital and intelligent offline and online after-sales service management system, which makes the after-sales response system more agile and efficient by opening up online service channels between product users, service stations, and manufacturers.
The digital age is an era of infinite possibilities, and only by having a clear division of labor, collaborating with each other, and leveraging each other's strengths can we better meet challenges and achieve business goals. In order to quickly build up digital intelligence after-sales service capabilities, Shenzhou Computer decided to leverage HUAWEI CLOUD to build a digital intelligence after-sales service platform on the cloud. The creation of such a platform can not only manage the history of equipment information, record historical fault information, but also provide a convenient channel for enterprises to further explore the value of after-sales maintenance-related data.
Not only that, the cloud digital intelligence after-sales service platform can also provide a series of services such as online repair, service dispatch, warranty maintenance, and product quality for many users with after-sales warranties, so as to optimize the after-sales service experience of product users and improve the service management efficiency of manufacturers.
Shenzhou Computer said that with the help of this platform, the company's ability to integrate and manage data assets such as customer information data, product model spare parts data, service site data, and expense documents has been greatly enhanced, and the collaboration of business development and intelligent management of data have also become more efficient; At the same time, it also further improves the utilization rate of data and reduces management costs.
On customer managementIn the past, due to the large number of consultations, enterprise customer service could not understand the after-sales needs of customers in a timely manner, resulting in slow customer service reply messages and high communication costs; Nowadays, relying on the customer management membership system created by the digital intelligence after-sales service platform, Shenzhou Computer can improve the customer relationship analysis and management ability through real-time control of the background, and reduce the cost of user communication and maintenance by 15%.
In process managementThe digital intelligence after-sales service platform on the cloud of Shenzhou Computer has realized a clear after-sales maintenance process mechanism, and through the online management process of special personnel, the overall supervision is clearer, among which the process management efficiency has been improved by 26%.
Not only that, Shenzhou Computer has also strengthened the authority control of customers and dealers through the comprehensive integration of customer management, repair order management, service station management, order data analysis, etc., and can control customer feedback orders in real time, so that customer satisfaction with after-sales maintenance experience has reached 98%, and the number of after-sales service orders at service stations has increased by 100%.
As a high-tech enterprise rooted in Longgang, Shenzhen, Shenzhou Computer has been able to catch up in digital intelligence after-sales service and become a practitioner in the field of digital intelligence after-sales service, which is inseparable from the empowerment of Huawei (Longgang) Industrial Internet Innovation Center.
In response to the increasing speed, breadth, and depth of China's digital-real integration in recent years, Shenzhen Longgang District has cooperated with Huawei to jointly build Shenzhen's first industrial Internet innovation center, Huawei (Longgang) Industrial Internet Innovation Center. Since its establishment, the center has actively built an industrial Internet cloud service platform in Longgang District, so as to drive the transformation and upgrading of the overall manufacturing industry cluster in Longgang District, and help Longgang District become a leading area of national industrial Internet driven by innovation, application leadership and ecological activity.
Adhering to the concept of "in Longgang, for Longgang", the innovation center not only helped Shenzhou Computer build a digital intelligence after-sales service platform on the cloud; It is also continuously improving its technological R&D and innovation capabilities, creating an innovative, reliable and credible new technology ecology, helping regional industrial informatization clusters from industrial informatization construction to industrial chain collaboration, and injecting digital thrust into the digital economy.
In the future, Huawei (Longgang) Industrial Internet Innovation Center will continue to anchor the industrial field, and through the spillover of its own technology R&D and innovation capabilities, it will not only promote the innovation and development of Shenzhen Longgang District, but also deeply participate in the integrated development of industry, innovation, talent, and ecosystem, and work with more enterprises and partners to meet the dividends of the times brought by digital and intelligent transformation.