Shulou(Shulou.com)11/24 Report--

Improving the level of automation and intelligence, improving human efficiency and increasing service income are important issues concerned by after-sales service managers in the equipment manufacturing industry.

Recently, Ruiyun Service Cloud aims at the after-sales service business link of the equipment manufacturing industry, starting from self-service, remote diagnosis, dispatching workers, service marketing and other scenarios, newly upgraded five major functions, by integrating more digital and intelligent tools, help enterprises to reduce costs and increase efficiency in an all-round way, and enhance service value!

01 self-service is more convenient: troubleshooting and accessories purchase one-stop solution

Self-service is becoming more and more popular. in order to help equipment manufacturers provide a more convenient self-service experience, Ruiyun Service Cloud has added a "product center" function to the enterprise self-service platform.

After the enterprise maintains the equipment, accessories and knowledge base in the background, the relevant information of the equipment can be displayed in the function page of the product center, including product name, category and so on. In addition, customers can also query the corresponding equipment vulnerable parts or conventional parts of the model and price and other information, if there is a need for replacement parts, you can click to buy in the product center.

At the same time, by querying the knowledge of product repair and maintenance in the knowledge base, customers can carry out fault self-diagnosis, initially determine the cause of product failure, and reduce unnecessary maintenance costs. For further maintenance, customers can quickly book the appropriate service time and place through the service booking function of the self-service platform.

02 remote diagnosis is more efficient: automatically associate knowledge base, ChatGPT help reply

The two important service indicators of equipment manufacturing enterprises in after-sales service are fault resolution cycle and fault detection time. Remote fault diagnosis and technical support can help enterprises effectively improve service effectiveness and optimize these two indicators.

In order to further improve the accuracy and efficiency of remote diagnosis, Ruiyun Service Cloud integrates the knowledge base function into remote diagnosis. After customer service creates relevant after-sales cases, by matching problem description and selected products, the system will automatically associate the corresponding knowledge base content, and customer service can directly apply the relevant knowledge to the processing measures.

In addition, Ruiyun Service Cloud introduces ChatGPT function. After uploading the corresponding knowledge base, enterprises can use "small R Assistant" to invoke ChatGPT capability, which can automatically generate diagnosis results based on the knowledge base and provide more automatic and intelligent support for remote diagnosis.

The richness of the knowledge base determines the accuracy of remote diagnosis. In the accumulation of the knowledge base, Ruiyun Service Cloud also supports the transfer of work orders to the knowledge base, and the system will automatically generate knowledge base articles according to the contents of the service report. constantly enrich and improve the knowledge base of after-sales equipment.

03 dispatch workers more intelligently: set optimization strategy, AI algorithm recommendation engineer

In the past, the service dispatching of the equipment manufacturing industry was more dependent on manual labor. With the expansion of the enterprise equipment sales scale and the increase of the number of service orders, it is particularly necessary to improve the intelligence of dispatching workers by digital means.

Enterprises can formulate corresponding dispatch strategies in the system, such as giving priority to arriving at the customer site, giving priority to dispatching workers nearby, giving priority to balancing engineer load, and setting priorities according to their own needs, service goals and commitments.

Ruiyun Service Cloud system introduces advanced AI algorithm. According to the priority order of dispatching workers set by customers, AI algorithm automatically generates a variety of engineer dispatch suggestions. Enterprise customers can choose according to their own needs, help customers to make more accurate and efficient decisions, and reduce the possible irrationality caused by manual dispatch.

04 service is more efficient: online query for nearby tasks, pick up nearby at any time

For many equipment companies, service engineers often have to travel around the country to serve customers, which requires longer working hours and high travel expenses.

In order to help enterprises optimize the human efficiency of service engineers, Ruiyun Service Cloud has added the nearest query task feature, which allows service engineers to easily query and receive tasks from the nearest city online according to their own location when providing services at a certain location.

In this way, service engineers no longer need to allocate time for non-urgent tasks such as product upgrades, and service engineers in nearby cities can pick them up nearby, thus improving the human efficiency of service personnel. reduce travel costs and resource consumption.

05 accessories purchase more accurate: based on product model purchase, increase service revenue

The sale of spare parts is an important way for equipment manufacturing enterprises to increase service income and improve service profits. So on the basis of opening the service mall to sell accessories online, how to further improve the stickiness of customers and the sales of accessories?

Based on this demand, the coupon feature newly launched by Ruiyun Service Cloud allows equipment companies to distribute coupons at the service mall. Enterprises can issue coupons to customers through manual distribution and formulating a gift strategy. Attract customers to go to the service store to buy accessories or services, so as to increase the sales of the service store. At the same time, enterprises can set up a preferential marketing form after registering and binding devices on the self-service platform, so as to enhance the stickiness with customers and improve customer loyalty.

In the process of parts purchase, in addition to searching for keywords in the service mall and finding the desired products according to the classification of goods, Ruiyun Service Cloud can also find the applicable product models after upgrading the mall to ensure the accuracy of the purchased accessories.

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