In today's digital transformation of the whole industry, the driving force of digital transformation has changed from the consumption demand of end users to the internal transformation demand of various industries. All walks of life speed up the deployment of "cloud on enterprise" and "Internet of Everything", speed up the construction of new information solutions, there is a huge demand for IDC, cloud services, the Internet of Things and enterprise information applications. In this wave of digital transformation, the customer market will become the blue ocean market for operators, bringing new growth points for operators.
However, with the continuous emergence of Internet innovation modes, the government-enterprise business of domestic telecom operators is slightly aging and rigid in terms of service mode. In the face of differentiated demand of the market of customer segments, deficiencies such as insufficient understanding of customers and business opportunities, lengthy and slow coordination of business processes, untimely service response, and extensive operation and control are exposed to varying degrees. Traditional information support has been unable to solve the difficulties encountered by government and enterprises in business transformation. The fundamental and essential problem is that the existing support system can not find the value and productivity of data for operators from the numerous data, so a new set of customer support system is ready.
"One portal, two middle platforms" : break the guest service data island
Centering on marketing and customer service, Jike unified portal meets the requirements of government and enterprise departments for unified operation and control of customers, business opportunities, orders, services, marketing, etc., to achieve one-stop support. The construction of business center desk and data center desk is based on "all business data, all data business". On the one hand, it aims to open up all production links of business process and realize the end-to-end control of the whole process. On the other hand, it breaks the isolated island of the inbound business data and fully integrates with the data of the large network to form various inbound professional portrait views, realizing precision marketing, assisting decision-making and operation, and finally improving the inbound operation support efficiency.
AI enables more efficiency: Data intelligence improves operational efficiency
By utilizing the powerful online ability of Tuomanking robot with AI gene to explore customers' business opportunities, we can help enterprises quickly get customers to find business situation, efficiently match product marketing plans, automatically assign professional teams to follow up, and realize more accurate customer marketing and recommendation.
The "compass" makes the front line more confident: accurate data is the guide
From the perspective of front-line sales personnel to carry out marketing, "Compass" APP provides hot industry information for account managers, accurately matches marketing cases, solutions and marketing techniques, so that the whole marketing process has strategies, cases, schemes and routines, lowers the threshold of business sales and improves the success rate of sales.
Marketing whole process management: data asset realization
Support online tracking and control of business opportunities, projects, orders and contracts in the whole life cycle, support online collaboration across departments, and realize the sales process can be controlled, early-warning, traceable and analyzed. Establish a complete risk control and control system, including prior IT contract management, intelligent audit management in the event, and comprehensive business inspection after the event, to protect the development of inbound business
Practical exploration
Whale Technology is committed to assisting operators to carry out digital transformation of IT support in the field of customer collection. At present, there are more than 20 products and landing cases in the three major operators.
Among them, it is of great significance to jointly explore the integrated support system for gathering customers with Sichuan Mobile, including unified portal, business center and data center, which has two engines of business and data. It is of great significance in the construction of the integrated support system for government and enterprise business of China Mobile. Through the introduction of Internet technology and thinking, to create a unified support portal for government and enterprise business, to achieve one-stop support for customers, business opportunities, marketing, acceptance, service and risk control, to integrate business and data, and to innovate Internet-based support mode, currently covering two major customer groups, bank customers and commercial customers. Support special line marketing, small, medium and micro enterprises marketing, member maintenance marketing, contract renewal reminder marketing four government and enterprise processes, effectively promote the rapid development of government and enterprise business.
By building a customer order center in Jiangsu Mobile, Whale Technology has shortened the average processing time of special line business to 4 working days and increased the efficiency by 35%. Support team size decreased by 12.3% from 333 to 292; The opening time is shortened by 20% to achieve cost reduction and efficiency increase in the production process.
As the world's leading and efficient enabler of digital transformation, with many years of digital support experience in the field of operator customer support, focusing on the two core areas of marketing and customer service, and taking enterprise middle platform architecture as the design concept, House Science and Technology has created a set of "business + data" twin-turbine driven customer middle platform to help enterprises seize the tuyere of digital transformation. Integrated support for landing customers.
