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

"now that the open fire has not been completely extinguished, you will return immediately after shutting down the equipment. Do you understand me?"

"got it!" The voice under the gas mask was a little nervous, but unusually firm.

During Dragon Boat Festival short holiday this year, a fire broke out in a customer's factory, and the equipment in the data center computer room urgently needed to be shut down to avoid danger. After receiving the emergency help message, the service delivery team of Xinhua Group, a subsidiary of Ziguang, rushed to the scene immediately. This is a rare service delivery team of Xinhua third Group to face the fire. In order to avoid causing greater damage to the equipment in the data center computer room, professional IT technicians are needed to enter the site and shut down the equipment. The smoke in the computer room was invisible and the danger alarm was constantly issued, but they rushed in without hesitation. "just as fire fighting is the responsibility of firefighters, it is also the responsibility of our service team to protect the equipment and data in the computer room of the customer data center." That's what the team leader said.

Urgent customer urgent: 24-hour standby thousands of miles to help

The fire is the order, the service is the responsibility, the Xinhua three group service delivery team which rushed to the scene is facing no small challenge. Due to too much smoke in the computer room, the fire in the factory outside the computer room has not been fully controlled, and firefighters forbid others to stay in the computer room. After assisting customers to shut down the equipment and withdraw, the Xinhua three service delivery team is on standby outside the computer room 24 hours a day to ensure that they can enter the site as soon as possible to repair the damaged equipment.

As time went by, the service delivery team of Xinhua three groups was finally allowed to enter the computer room again from 4pm to the next morning. After quickly discovering the damage to the equipment, the delivery team found that the equipment in the data center computer room inhaled a large amount of dust, which was seriously damaged and in jeopardy, and more professional support was needed to solve the equipment cleaning and dust removal problems. Knowing the specific situation, the team leader immediately contacted the Xinhua three Beijing data center expert team to ask for assistance. "the incident happened suddenly and needed to carry a lot of professional equipment, and the expert team could only drive for nearly 10 hours." Team leader recalled: "everyone arrived at the scene immediately non-stop, all night into the equipment cleaning and dust removal service, everyone's eyes red, race against time, want to help customers reduce a little loss."

However, after cleaning and dedusting, new problems followed, and the storage data of a certain device could not be accessed. Considering the complexity of data repair and troubleshooting, Xinhua Group immediately upgraded its service to second-line experts, quickly and successfully repaired the underlying data to ensure the rapid recovery of customer business. From shutting down the equipment against thick smoke to driving thousands of miles of professional assistance, the critical moment of full help, timely and effective professional support, Xinhua three in the face of crisis also live up to the mission, deeply moved customers. Later, the customer volunteered to present trophies to the Xinhua three service team to show his gratitude. This trust and recognition is also the best commendation for Xinhua three services.

Think what the customer thinks: professional delivery ability is more possible

In fact, the "firefighting" ordered in the face of danger is only a small microcosm of Xinhua three Group's service to this customer. In the long-term win-win cooperation, Xinhua three service delivery team has always been anxious and thinking what customers think. With excellent delivery quality and excellent customer experience, it has already won the deep trust of the customer.

As a large enterprise with business all over the country, the customer's service and maintenance project covers more than 600 devices from more than 10 manufacturers, involving servers, storage, network, security, etc., with complex brands and many lines. The delivery location covers 11 factories in the north and south, each with different IT projects and heads of operation and maintenance. Maintenance and delivery is faced with challenges such as multi-vendor management and multi-project coordination. "customers' factories operate according to 7240365, and the loss per hour is as high as four to five million per hour, so they have particularly high requirements for IT system operation and maintenance, requiring 99.999% high reliability." The members of the delivery team said.

In the face of such an important task and test, the Xinhua three Group service team communicated with the relevant leaders of 11 factories one by one to understand the different needs of each factory for operation and maintenance, the key requirements for SLA, and customized targeted and all-round operation and maintenance management programs. " In the actual delivery, we have established a dedicated WeChat group for each factory, gathering ASM, sales, operation and maintenance personnel, etc. Once problems occur in the group, ASM and local maintenance personnel will immediately follow up and deal with them, and follow up on all issues and return visits afterwards to ensure the stable operation of customer equipment, which is also the embodiment of the concept of service specialization in the H3Care service strategy. " The head of the team said.

In terms of service specialization, Xinhua Group also provides the customer with intimate and exclusive services such as on-site spare parts in key plant areas, monthly change support, microcode and driver version inspection and update, and technical training for customer operation and maintenance personnel. it conveys and highlights Xinhua's excellent service consciousness, professional and technical level and perfect service system with practical actions. In the evaluation of dozens of service providers, Xinhua 3 has always occupied the No.1 of the customer's Support vendor list, with the highest standard of service with the fastest response, the most effort and the most effective problem solving, ensuring the high-quality development of customers' business, and laying a solid foundation for realizing "more possibilities" for customers in the future.

Technical service is not only to solve problems, but also to create more possibilities for customers. Facing the future, Xinhua Group will uphold the concept of "intensive cultivation and pragmatism, endow the times with wisdom", proceed from the customer's standpoint, be urgent, think what the customer thinks, and take "H3Caremuri-my service is more possible" as the service tenet. Lead the innovation of technical service mode from the perspective of customers, be the most reliable partner in the digital transformation of Baixing and Baiye, and win-win digital future.

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