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

"in the past year, it was really a lot of pressure, but fortunately, we all gritted our teeth and carried it down together. We paid a lot and gained a lot." Talking about the feelings of serving the customers of a provincial operator, the tone of the person in charge of the maintenance project could not hide his excitement.

In 2023, Xinhua Group 3, a subsidiary of Ziguang, successfully reached a new year's cooperation with the provincial operator customers by virtue of high-quality delivery services, and the scale of cooperation between the two sides further expanded and stepped onto a new level. On this day, the person in charge of the Xinhua three project wrote in the moments that "I didn't lose my heart and went both ways", leaving a chic footnote for the hard work of the past year.

The successful delivery of the three major projects won high praise from customers

The time goes back to 2022, when Xinhua Group was responsible for the maintenance services of the operator's customers' provincial IT cloud, network network and metropolitan area network. As we all know, operators have a large number of customer equipment, wide network coverage and great business impact, which can be described as the "pearl in the crown" of maintenance services. The total number of high-end equipment of the customer's single metropolitan area network project is more than 100, and the business support network spans 3 prefectures and cities, 5 bureau points, 8 computer rooms, and more than 300 sets of major medium and large network equipment. The maintenance project faces many tests in the process of delivery. On the one hand, the maintenance project is large in scale, involving more equipment and network connections, and the problems that need to be dealt with are more complex and diversified; on the other hand, customers' requirements for service quality are increasing year by year. The service team needs to have the ability to respond quickly and solve problems to ensure that the needs of customers are met in a timely manner.

"We sometimes joke that 'the service is not ruthless and the position is unstable'. In fact, we always remind ourselves that only by delivering the service to the strictest standards can the customer safely hand over the project to us." A member of the service team said with a smile. In order to achieve consistent high-quality delivery, in the metropolitan area network project, Xinhua Group set up KPI focusing on customer satisfaction, supervised the improvement of service quality, completed services such as proactive operation and maintenance special action, mine clearance and inspection action, version baseline management, realized the win-win situation of basic delivery and value-added delivery, and fully guaranteed the stable operation of customers' current network equipment.

In the network pipe network project, Xinhua Group played a stable role in ICT inspection and rectification, firewall special upgrade and other work, all changes and cutting work were successfully completed, and took the initiative to communicate with customers to improve the service improvement plan, which greatly improved the customer-side product stability and service satisfaction. In the provincial IT cloud project, Xinhua 3 service team carries out in-depth inspection and health check on the equipment every month according to the actual situation of customers. "during holidays and reinsurance periods, we will also provide necessary on-site support to help customers eliminate a number of hidden dangers in the operation of the existing network. at the same time, we also provide customers with innovative documents and develop innovative tools, which are to improve customer-side product satisfaction. Ensuring project delivery provides a solid guarantee. " The project manager said.

Delivery service innovation interpretation of "customer perspective" service

At present, the service of Xinhua Group is undergoing a comprehensive customization transformation, and how to better carry out service innovation from the "customer perspective" has become an important proposition in the strategic practice of H3Care service. In the process of serving the operator's customers, Xinhua three service team specially planned "Xinhua three 30 minutes" technical exchange activities to answer difficult technical questions on the spot and maximize the daily operation and maintenance needs of customers according to the actual needs of customers.

Live up to your heart and go in both directions. In the future, Xinhua Group 3 will uphold the concept of "intensive cultivation and pragmatism, endow the times with wisdom", give full play to the advantages of H3Care service model, take "my service is more possible" as the service purpose, always put customers in the first place in development, help customers to find the most suitable digital path, and protect the digital change of all trades and industries.

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