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Recently, Suzhou big data Group Co., Ltd. and Huawei Cloud Computing Technology Co., Ltd. jointly sponsored "Yunshang Sucheng to assist Enterprises Tongda" Su Shangtong & Huawei Cloud B2B Enterprise Digital Service Exchange successfully ended in mass entrepreneurship and innovation Center in Suzhou.

At present, the deep integration of digital technology and the real economy has injected new impetus and expanded new space for thousands of industries. In order to accelerate the digital transformation of enterprises and achieve innovative development, Huawei Cloud, together with tens of thousands of partners, launched the second 828B2B Enterprise Festival and launched B2BGO, an one-stop shopping platform for enterprise applications, in order to break through the "blockage" of digital supply and demand. As a microcosm of Huawei Cloud 828 B2B Enterprise Festival, this enterprise digital service exchange conference aims to carry out enterprise digital empowerment from the aspects of government services, talent development, technological innovation and experience sharing, aiming at starting from the pain points and difficulties of the enterprise. effectively solve enterprise problems. Ren Kaichun, director of Ruiyun Services Cloud Industry, was invited to participate in this event and shared the theme.

In the stock era, after-sales service has become the key word.

Affected by the environment at home and abroad, the market and profit growth of most enterprises is weak, and the pressure of reverse cost management increases sharply, so enterprises urgently need to seek new growth points. As the most important contact point for enterprises to connect customers, after-sales service is of great significance for enterprises to improve customer satisfaction and bring additional purchase and repurchase. On the other hand, with the increasingly fierce market competition, business operators are facing a common problem-product homogenization. Nowadays, the competitive trend of enterprises is not only limited to the actual production and sale of goods, but also to add more additional competitive advantages for enterprises through a sound after-sales service system.

In order to fully explain the value changes brought about by the digitization of after-sales service, Ren Kaichun focused on sharing the development stage of after-sales service and the construction of digital service platform. He believes that the development of enterprise after-sales service is divided into three stages: in the first stage, the after-sales staff only passively complete the service request, and the service is the subsidiary of the product. At this stage of the enterprise, the service team is a pure cost center, there is no very clear management system and standards; in the second stage, with the improvement of product sales and retention, service has become a key competitive factor. Enterprises at this stage need to establish a digital service platform to achieve online service operation; in the third stage, with the improvement of product ownership and the intensification of competition, enterprises begin to think about how to enhance the service value of existing customers. Expect to develop service revenue through after-sales service.

In the process of the development of enterprise after-sales service, the service digital platform has also gone through different stages, which are information, mobile and intelligent. The service informatization phase began about 2003, mainly aimed at process management and control; from 2016, it gradually shifted to focus on customer experience, efficiency improvement and intelligence, but at present, the service digitization of many enterprises is still in the first stage. lack of effective customer connectivity, data applications and business innovation. When it comes to the construction of digital platform for after-sales service, Ren Kaichun believes that the company's strategies will be different in different positions and different stages of development. Therefore, enterprises need to reach a consensus in the company strategy and customer service strategy, define the positioning of the service department and innovate the business model, so as to guide the process design and service organization adjustment. Then make clear the goal of digitization and build a digital service platform faster.

1: 1 > 2 Intelligent after-sales boost enterprise growth

Based on 15 years of theoretical research and practice in the field of after-sales service, as well as the service experience of 500 + industry leading enterprises, Ruiyun Service Cloud is committed to providing enterprises with digital upgrade solutions for all-round service scenarios such as integrated equipment lifecycle management, customer connection, service operation, spare parts management and service marketing, and realizes intelligent service and predictive service with the help of AI, IoT and AR technology. Help enterprise service digital transformation, improve service efficiency, customer experience and customer value.

In order to better serve customers, Ruiyun Service Cloud has reached a deep cooperation with Huawei Cloud, with a view to helping more enterprises to improve service efficiency, service experience and customer value. At present, Ruiyun Service Cloud has entered the strict selection market for cloud in China, and both sides will continue to create long-term and stable value for the enterprise. Specifically, it is embodied in three aspects: connection, efficiency improvement and value-added.

1. Connect. With the development of the Internet and social media, user contacts are increasing and scattered in various channels, which often leads to the situation that the service response is not timely and customer problems can not get effective feedback. Through the Ruiyun service cloud platform, it can connect with devices, customers, customer service and service personnel based on mobile, social, IoT and other technologies. Customers can convey their needs through Wechat, Mini Program, official website, e-commerce and other platforms, and the information will be quickly reported to a unified acceptance interface, and enterprises can accept customer needs for the first time and track them online.

2. Improve the efficiency. Take the new energy industry as an example, the wear and tear of accessories in new energy enterprises is high, and the whole service cycle of spare parts is very short. If the spare parts information is not understood in detail, it will cause the spare parts to stagnate and increase the service cost. Through the Ruiyun service cloud platform, enterprises can control the changes of spare parts inventory and the flow direction of spare parts in different warehouses and even different countries throughout the country, issue spare parts nearby to shorten the supply cycle of spare parts, analyze the sluggish inventory and shortage in real time to deal with them in a timely manner, and forecast and stock spare parts based on the historical consumption of spare parts.

3. Value-added. The quality of service has a great impact on customer loyalty, and then affects the purchase and repurchase of enterprises. Through the Ruiyun service cloud platform, enterprises can develop their own customer tags and manage their customers at different levels. For customers with low satisfaction, enterprises can collect the causes of customer dissatisfaction through the digital platform, and then improve the service; for customers with high satisfaction, through the digital platform, enterprises can clearly know what kind of services can improve customer satisfaction, and then enhance services. Secondly, through the digital platform, value-added products such as automatic fault early warning, active maintenance and annual maintenance contracts can be provided to help enterprises complete the second growth curve with fine operation and equipment life cycle management.

As an integrated intelligent after-sales management platform for large and medium-sized enterprises, Ruiyun Service Cloud has been focused on after-sales service for 15 years and has been highly recognized by the market and customers. So far, Ruiyun Service Cloud has served A.O. Smith, Chase, Philips, Opai, Kehua Biology, Holojie, Jinlang Technology, first Airlines New Energy, Fanuke, Noli Intelligent equipment and many other industry leading enterprises, covering household appliances, equipment, new energy, intelligent manufacturing and other industries, helping many enterprises to establish an intelligent after-sales service system.

Just as the goal of Huawei B2B Enterprise Festival is to achieve good business and enterprises, in the future, Ruiyun Service Cloud will join hands with Huawei Cloud to cultivate customer operation scenarios, through continuous product innovation and technological innovation, accelerate the digital transformation and upgrading of after-sales service, promote the enterprise after-sales service from the cost center to the value center, and help more enterprises to achieve good business!

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