Huanai Home Furnishing has always been the pursuit of achieving a better home life as a business enterprise, is the leading domestic home services and building materials marketing enterprise. 2016 is the first year of Huanai's strategy of "Supply chain service for Everyone", which means that Huanai will provide a more comprehensive range of products and services for users with online and offline decoration needs. Hua Nai Lijia layout strategy, with better resources and services to "bribe" the whole industry and new and old customers.
They say it is difficult to serve, but even more difficult to serve well. At the beginning of its establishment, the vision of Huannai Lijia is to build it into the first service brand in the field of home furnishing materials circulation in China, and "customer achievement" is also one of the corporate values. "Bribing" customers with quality service has become a tradition of frontline employees of enterprises. In 2003, Huannai Lijia pioneered the 7S shopping service system in the industry. Up to now, these service standards are still out of date.
The "Headquarters Customer Service Department" of Huannai Lijia was established in 2008, which is a department to control the service quality of the whole company. The main responsibilities of the department are to understand customer needs, monitor the service quality of the sales area, solve customer problems, and provide reasonable suggestions for the development of the company. At the same time to establish service standards, improve the company's overall service level. In 2011, the company launched a comprehensive customer satisfaction survey, increased the number of full-time telephone visits, monitoring the service quality of the whole process of pre-sale, sale and after-sales, and set up a reward and punishment mechanism for effective constraints, and finally assessed the service based on the customer's evaluation. At the same time, 400 special lines have been added to feedback customers' problems, so as to realize zero-distance communication between customers and enterprises. After two years of improvement and strengthening, customer satisfaction increased from 80% to 95%. In recent years, the company has been working hard for better service and higher satisfaction. At the beginning of 2016, President Li Qi put forward the core service concept of "to meet customer needs as the center", emphasized the importance of service once again, and advocated doing a good job of customer service inside the company from top to bottom. Only to meet the needs of customers, enterprises can become bigger and stronger, in order to maintain a leading position in the industry.
Huannai has been working hard in the building materials service industry for 23 years. In these years, through observing and thinking while serving, we find the problems that need to be changed. For example, how to change the communication technology and sharing technology of service through science and technology, an advanced service technology will face the problem of investment. Nowadays, every company in the society has its own ERP system, database and delivery system, which is actually a waste to some extent. Therefore, as an enterprise engaged in service for a long time, Huanai is determined to open its more than 20 years of customer resources, service experience and professionalism to the whole industry. Through open resources, more enterprises and more customers can serve and experience, which is the change of Huanai through science and technology. This reform for Huanai, will also be able to spread along with the continuous improvement of service cost to customers, because sharing, so no longer heavy.
