Infinite and vast prospects, sparking sparks of cooperation
The people prioritize food, and food is based on the kitchen. The prospect of the "kitchen economy" is enticing, with numerous enterprises entering the kitchen appliance market, and industry competition becoming increasingly fierce. As one of the important steps for enterprises to maintain old customers and discover new ones, after-sales service is a highland that every kitchen appliance enterprise intends to conquer. In the process of winning the battle, kitchen appliance enterprises still face many problems. How can enterprises quickly identify potential customers and ensure the completeness and accuracy of customer information? How can enterprises meet the high-end needs of users with high degree of product homogenization? How can frontline service personnel quickly respond to diverse customer service requests? How to quickly input the problem points of products and components in the massive after-sales claim data, providing opportunities for improvement in 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 appliance industry, Hangzhou Boss Electrical Appliances also faces these urgent problems in its rapid development, which poses challenges to the company's sustained and rapid growth, as well as achieving its strategy and vision. So in November 2016, Boss Electric and SiE reached a strategic partnership, working together with Oracle to fully launch the construction of the CRM platform.
Hangzhou Boss Electric Appliances Co., Ltd. was established in Hangzhou, Zhejiang in 1979, specializing in the production of kitchen appliances and small household appliances such as range hoods, gas stoves, disinfection cabinets, electric ovens, steamers, electric pressure cookers, induction cookers, etc. 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 widest sales area. So far, Boss Electric has focused on the high-end market, with a loyal customer base of 10 million. In 2016, Boss Electric established the "3 years 10 billion" strategy and long-term company vision of "becoming the most competitive kitchen appliance enterprise for a century". Therefore, there is an urgent need for a strong CRM system to respond to customer needs externally, control enterprise management internally, help Boss Electric fight hard, and support the realization of Boss Electric's 3-year strategy and long-term vision.
SiE CRM, Helping Boss Intelligent Management
The first phase of the Boss Electric CRM project was officially launched in December 2016. The SiE implementation team conducted an in-depth analysis of the current situation of Boss Electric's after-sales service business, sorted out the business process, and finally determined the business plan as follows: the full service process management from the front-end service acceptance and service orders of Boss Electric's after-sales service, to the middle end service work orders, service dispatch, warehouse control, logistics distribution, and even to the mobile order receiving, mobile filling, follow-up review, and service settlement of the after-sales service terminal.
Customer management: Achieve synchronization of customer data for distribution orders, establish a customer master data management platform for after-sales service, and support the management of boss electrical customers and potential customers. Manage a 360 degree view of customer service, including customer profiles, distribution orders, equipment assets, historical service information, satisfaction survey follow-up, etc.
Service management: Implement after-sales service business acceptance, manage the entire after-sales service process from accepting customer traffic appointments, creating service work orders, conducting service dispatch, service work order verification, and follow-up.
Service order management: Implement personalized recommendation of service marketing products and integrate with WeChat or App to support online ordering.
Dispatch Management: Implement intelligent dispatch management for service work orders, configure automatic dispatch rules based on the technician's region, skills, and level dimensions, and support dispatch processing processes for different regions.
The implementation of Boss Electric CRM project effectively helps Boss Electric to quickly respond to customer requests, standardize service process management, enhance enterprise competitiveness, and assist Boss Electric in achieving its three-year strategy and long-term vision. In the era of "Internet plus", SiE also hopes to use its strong consulting and technical advantages to help more customers achieve the grand goal of deepening the market in the industry, achieve commercial success and better lead the development of the industry.
