Liugong will establish a national call center systems and customer service platf
Learned that recently Liugong group has built a national uniform service system in order to improve the quality of its services. Guangxi Liugong Machinery Co., Ltd. (hereinafter referred to Liugong) is a Fortune 500 manufacturing companies? Liugong group's core business. As the construction machinery industry and the first listed company in Guangxi, Liugong known as "the vanguard of China's construction machinery industry." Corporation headquarters and subsidiary owned subsidiary of the existing 6,000 employees.
Present, Liugong products more than 90 agents, all over the country's provincial-level administrative regions. Liugong sales and after-sales service, both through regional agents to complete. This agent model is conducive to the rapid establishment of a nationwide sales and service network, the company's core resources to focus on product development, manufacturing sectors, and reduce operating costs. However, under the agent system, service and management, there are many problems to be overcome:
How to conduct sales and service agents for effective supervision and management? How to ensure service standards of consistency and service processes normative? How true all over the country's agents access to customer channels, direct feedback? How do the current agents while maintaining the flexibility of the local market close to the geographical advantages, but also highlight the overall brand Liugong advantages and characteristics, firmly grasp the customers and the market?
Based on the above requirements, in June 2008, Liugong start planning for more than 90 agents nationwide after-sales service enhancement projects, the main elements of the project is to build to call center agents nationwide system.
Set when the unified communications to address the Liugong management, call center in the original field of a comprehensive control solution:
Establish a unified national service hotline, unified service planning process: customer call Liugong number of national unity after the 4008 service, operators will be automatically according to the user where the area, and traffic distribution to the local dealer. Please call for business advice and services to service by the local agent seats, complaints kinds of problems can be automatically transferred to Headquarters Customer Service Center received. This is to use local agents close to the market and customers the advantages of good service, but also to ensure that the headquarters to collect complaints and suggestions from customers.
Establishing service management and control center to monitor key service: transforming agents telephone customer service system into a unified platform based Liugong up. All agents need to build a small independent call centers, Liugong based integrated control platform, not only for calls in the national points of the free relay, all agents can download recordings of small platforms, view reports, modify the configuration integrated management and control.
Build Liugong unified national service system: the entire program to achieve between headquarters and agents, distributors and agents, can be free multi-party conference calls and internal communications, which established a nationwide intelligent call center Call private network.
System size: the end of project implementation, closing two headquarters and more than 60 agents are located outside access to four professional analog 4 seats, the system uses more than the total number of 200.
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