The fluctuating epidemic turned around in the early spring of this year, once again causing a huge wave impact on the domestic retail industry, and once again bringing great challenges to brands and service providers. For major brand merchants, the overall business growth declines, the traffic drops sharply, and the overall offline digital strategy process slows down or even stops. For SaaS service providers, the challenge is more self-evident, due to the existence of some deadly problems, it is likely that the service provider can not continue to provide robust services and operations for customers in emergencies, such as staff isolation at home, inadequate technology reserves, unreasonable warehousing and logistics, and lack of emergency response mechanism, etc.
Under the influence of such unexpected circumstances, as an excellent SaaS service provider, we should rely on excellent self-cultivation to help the brand steady operation and overcome difficulties with brand customers! As a professional omni-domain digital marketing service provider in China, Whale has adhered to the genetic characteristics of "facing the future" and committed itself to improving the self-cultivation of "creating more value and exceeding current expectations". Through thoughtful deployment in various aspects, WHALE has delivered excellent results of "steady operation without closing time" for customers.
01 distributed office | teamwork not close!
At the beginning of 2020, Whale strategy quickly adjusted the office architecture strategy in view of the impact of the outbreak on customer service ability: distributed office, distributed production and research team, distributed customer data, distributed storage supply chain and other methods were adopted to form a distributed team office layout, and took the lead in realizing "not closing time" in team office and collaboration services.
Four cities, five office centers
Hangzhou Xihu District, Hangzhou Xiaoshan District, Shanghai, Shenzhen, Beijing -- 4 cities 5 o 'clock, there are product, research and development, sales, technical service, after-sales team members settled. When an emergency situation such as containment of the epidemic occurs in a certain area, Whale can timely deploy resources from other places to solve the problem. The four-place scattered office mode also realizes distributed customer data storage and backup, which is convenient for customers to view data anytime and anywhere, and adds a safety bolt for its security.
3 warehouse hardware storage, divided warehouse supply chain
Whale Strategy also has three warehouses in Hangzhou, Beijing and Shenzhen for hardware storage and delivery. During normal operation, each warehouse has the corresponding covered area, orderly; When special circumstances such as the epidemic occur, the warehouse supply chain can ensure the timely delivery of hardware, ensure the continuous and stable supply of equipment to customers, so that the warehouse delivery is "not closed".
Mature team "remote collaboration mechanism"
The successful operation of the distributed office architecture is also greatly benefited from the mature "remote collaboration mechanism" of Whale strategy team, which can ensure that the strategy is not constrained in special times, and ensure the "delivery without interruption" and "service without interruption" to customers.
02 automation AI technology | instant service does not close!
Technology is the first building block and the last barrier. In special times, Whale's overall technical services also comprehensively cover the online and offline business scenarios of the brand, and add multiple layers of basic and advanced guarantee for "not closing".
AI automatic warning and monitoring mechanism
When the customer flow data of brand offline stores is obviously abnormal, this mechanism will trigger data fluctuation alarm, so that the operation management staff isolated at home can know the situation in the first time, so as to adjust the operation strategy in time, so as to reduce the adverse impact and effectively withstand the negative impact of all kinds of emergencies on brand business.
AI automated store patrol mechanism
In the event that the brand has to close its stores due to the outbreak and other emergencies, the automated AI store patrol system can break away from the reliance on manpower and operate as usual, and still carry out security monitoring and abnormal alarm for the closed stores. This mechanism can effectively help store managers to keep track of the store situation and avoid unnecessary losses.
03 | an emergency contingency mechanism is not close!
In practice, Whale masterfully grasped the core issues that hindered business development in emergencies such as the epidemic situation, and took precautions and continued efforts at key points to establish the "Always-on" "emergency plan mechanism" covering the whole country, and went all out to ensure the stable operation of our customers in emergencies such as the epidemic situation.
7*24 hours after-sale team online-oncall mechanism: to respond quickly to customers in the first time, to ensure that customers have the best experience in daily operation and after-sales service. Even if a region is affected by the epidemic, other office operations teams can quickly access, support online data maintenance and system operation and maintenance, and will not be "closed" because of geographical and time constraints.
3W+ "Local Service Network" all over the country: As the backup force of emergency services, Whale Strategy has a total of 3w+ certified network engineer resource reserve all over the country, and enough to cover the country's fifth-tier cities, where there is a need for them.
Plan B is always available in any situation: Whale adheres to the value of putting customers first and has a strong sense of risk. From the communication of customers' needs, to the implementation of specific plans, technology development, after-sales service, logistics and other links, Whale will design Plan B in advance to make full preparations for all kinds of emergencies.
04 success | real praise not close!
In March of this year, the Shenzhen epidemic hit Whale's client, a large fashion shoe brand Y, hard. When Y brand was preparing to deploy store hardware, it coincided with the outbreak of the epidemic in Shenzhen. Whale's technicians in Shenzhen were confined at home, and the equipment in Shenzhen warehouse could not be shipped out. The headquarters team immediately launched a sound "close" epidemic preparedness mechanism, and remotely deployed the resources of service outlets nationwide:
Warehouse "close", immediately coordinate Hangzhou warehouse team, give priority to hardware supply;
The office "does not close", Hangzhou R & D team began to assist Shenzhen team online, remote finish software and hardware product development and testing work;
Communicate "not closing time", start the 7*24 hours online-oncall mechanism, smoothly guarantee information symmetry, timely and effectively solve customer problems;
After sale operation and maintenance, the online AI automation equipment operation and maintenance system will be started immediately. During the epidemic period, a total of 50w+ online AIoT equipment will be provided with quality services.
With the perfect epidemic emergency plan, internal cooperation mechanism and mature distributed office and storage system, Whale's strategy finally completed the landing and delivery smoothly within the expectation. With comprehensive consideration and all-out efforts, Whale is a strong pillar built by technology and service, as well as its resilience in confronting risks. Whale makes great efforts to maintain quality and effectiveness to help clients "stay open" and becomes a reliable partner for clients in emergencies such as the epidemic.
05 to create value, beyond expectation | fast upgrade is not close!
Not only the epidemic, but also when various uncontrollable emergencies hit, Whale's strategy can rely on its steady operation of "not closing", always maintaining the prediction of industry trend development, always responding quickly to customer needs, always acting as the customer's protection umbrella in the face of risks, and always providing good service with quality and efficiency. Behind it is more of an excellent service provider's continuous upgrading of self-cultivation.
Create more value for customers, always exceed customer expectations. Whale will strive to always be one step ahead of the client; In the future, we can break the boundary with many brand customers in adversity, make progress together, and accompany each other to go more stable and further. We will also continue to provide our customers with the service of "never closing" on the road of self-upgrading.
About Whale strategizing
As a professional omni-digital marketing operation platform in China, Whale, through key technological innovations in artificial intelligence (AI), large-scale Internet of Things (IoT) and Data model (Data), provides future-oriented retail brands with data-driven, collaboration-first, simple and easy to deploy omni-brand marketing solutions. It aims to enable sustainable fine operation and lean growth of retail brands and open up the "last mile" of MarTech. At present, Whale strategy service system has widely covered food and beverage, beauty makeup and skin care, fashion shoes and clothing, light luxury jewelry, digital electrical appliances, catering and tea drinking, business super convenience, automobile service, medicine and health and other industries. It has accumulated benchmark customers such as Unilever, Watsons, Sibei, Midea, Paopamart, Nextev, Carrefour and more than 300 Top brands in the industry. The company was founded in 2017 in Hangzhou, and has offices in Shanghai, Shenzhen and Beijing.
