There is a bright future and sparks of cooperation
"People put food first, and food is kitchen-based"。The prospect of "kitchen economy" is attractive, and many enterprises are pouring into the kitchen electricity market, and the industry competition is becoming increasingly fierce。After-sales service, as one of the important steps for enterprises to maintain old customers and explore new customers, is a highland that each kitchen electric enterprise intends to conquer。In the process of fighting a good battle, kitchen appliances enterprises are still facing more problems。How can enterprises quickly discover potential customers and ensure the integrity and accuracy of customer information？With a high degree of product homogeneity, how can enterprises meet the high-end needs of users？How can frontline service personnel quickly respond to customers' diversified service requests？In the massive after-sales claims data, how to quickly input the problem points of products and parts to provide improvement opportunities for design, process and production？How to achieve continuous and effective follow-up of after-sales service progress......
As a leader in the high-end kitchen electricity industry, Hangzhou Boss Electric also faces these urgent problems in the rapid development, which brings related challenges to the company's sustained rapid growth and the realization of the company's strategy and vision。Therefore, in November 2016, Boss Electric reached a strategic cooperation with Saiyi, and joined hands with Oracle to fully start the construction of CRM platform。
Hangzhou Boss Electric Appliance Co., Ltd. was established in 1979 in Hangzhou, Zhejiang Province，Specializing in the production of range hood, gas stove, disinfection cabinet, electric oven, steam box, electric pressure cooker, induction cooker and other kitchen appliances, small household appliances products，It has gradually developed into one of the leading enterprises in China's kitchen appliance industry with the longest development history, the largest production scale, the most complete product categories and the broadest sales area。So far, Boss Electric focuses on the high-end market, and the number of loyal customers has reached 10 million。2016年，Boss Electric established the "3 years 10 billion" strategy and long-term corporate vision "to become the most competitive kitchen electricity enterprise"，Therefore, there is an urgent need for a powerful CRM system to meet customer needs，Internal control of enterprise management，Help the boss electrical fight a tough battle，Support the realization of Boss Electric's 3-year strategy and long-term vision。
Saiyi CRM, help the boss intelligent management
The first phase of Boss Electric CRM project was officially launched in December 2016。Saiyi implementation team in-depth analysis of the boss electrical after-sales service business status, sorting out the business process，The final determination of the business plan is: from the boss electrical after-sales service front-end service acceptance, service orders，After-sales service middle-end service work order, service dispatch, warehousing control, logistics distribution，To the after-sales service terminal mobile order, mobile filling, return visit and review of the full service process management and service settlement。
Customer management: Realize the synchronization of distribution order customer data, establish after-sales service customer master data management platform, and support the management of boss electric customers and potential customers。Manage a 360-degree view of customer service including customer profiles, distribution orders, equipment assets, historical service information, satisfaction survey returns and more。
Service management: To realize after-sales service business acceptance, from accepting customer call reservations, creating service work order, service dispatch, service work order check and return visit of the whole process of after-sales service management。
Service order management: Personalized recommendation of service marketing products and integration with wechat or App to support online ordering。
Dispatching management: Realize intelligent dispatching management of service work order, configure automatic dispatching rules according to the technician's region, skill and level dimension, and support the dispatching process in different regions。
The implementation of Boss Electric CRM project effectively helps Boss Electric respond to customer requests quickly, standardize service process management, enhance enterprise competitiveness, and help Boss Electric realize its 3-year strategy and long-term vision。In the "Internet +" era, Saiyi also hopes to use its strong consulting and technical advantages to help more customers achieve deep cultivation of the industry market, achieve commercial success, and better lead the development of the industry。
