Sale order
Mention of "Huawei", no one can fail to praise, no matter its technical strength and industry status, now deserves the word "international giant". But Huawei got off to a very poor start.
When Huawei started to make SPC switches, it was based on independent research and development. Although the spirit was commendable, its products still lagged behind those of telecom giants at that time. Switch downtime is common. Even the most advanced products will break down once in a cycle, but Huawei breaks down four or five times.
For the communication industry, downtime can not be solved in time, the loss is not only economic, but also will cause a very serious social impact. Huawei's machines are cheap, and many local telecom companies have tried Huawei for that reason, but frequent outages quickly wore on the companies' patience.
Ren Zhengfei saw the momentum is wrong, a bite, simply sent technical personnel, all weather crouch in the customer's machine room, a breakdown immediately solve the problem.
This keeps customers' switches working and even better than those of multinational companies, which send in engineers only after something goes wrong.
Although Huawei has paid a lot of costs and its initial orders are not profitable, it has won back customers with its service. It has torn open a gap in the market from the world Top 500 competitors, and entered the telecommunications infrastructure market with its low price and perfect after-sales service.
Later, Huawei entered the South American market and the hinterland of Europe and the United States, relying on its low price and stable performance. And this stability, to a large extent is the after-sales service contribution.
The case of Huawei shows that there is no perfect product in this world, but it can have perfect performance. On what? Is the service in place!
The service in place is like a rubber band tied between the enterprise and the customer. The rubber band is not thick enough and the elasticity is not strong enough. It will cause both sides to lose.
Disadvantages of after-sales service
In the early days of Chinese enterprises, it was good if they could build something, and the customers were not so picky. Anyway, they could make do with it, after all, the price was cheap. But with the rapid development of the economy, customers have changed.
1. The customer gets irritable.
Like shipping. The customer finally digested a quarter of products, and excitedly ordered a batch of goods, "impatient" is from the place of order, began to evolve and upgrade.
Where are the goods I asked for? How many more days is it gonna take? Can you hurry up? That was the first complaint from the customer. If the business is not moving and the customer does not get timely feedback, the complaint escalates. Customers began to complain, "Did you deliver? It's been a few days and I'll be out of stock if I don't get it!"
Overstock and shortage are frequent alternating problems in the Chinese market. The backlog will eat into the customer's profit, and the shortage of stock will make the customer lose market opportunity, the customer saw the money immediately to let the next door to earn, you say he is not anxious with you? !
2. Customers have become picky.
Such as return and exchange of goods, provoking the nerves of enterprises and customers. Lift the enterprise tangled, lift the customer collapse.
Sales staff finally let customers take a batch of goods from themselves here, customers also want to try their best to sell the goods, but the product is not perfect, the phenomenon of return and replacement is inevitable.
It's been a long time since the customer started piling up a batch of "problem products" and you definitely want to get feedback and resolution from the enterprise quickly. However, starting from the feedback to the sales staff, the return and change information is uploaded level by level, signed by department by department, after several sign several, none of them can be dropped, until the return application can be approved, maybe the new products of the enterprise are out. Such dilatory, can put the customer's patience to the ground, ground to burst!
3. The client gets twee.
Customers are grinding to grinding, enterprises are going to appease after all. But how about implementation?
"Xiao Li, have you visited anyone today?" "Asked the supervisor.
"Yes!
"How was it? Any feedback?"
"No, they said it was fine."
However, the customer's name did not appear on the order sheet for the next quarter.
What happened?
On the day of the return visit, Xiao Li was playing cards in the little restaurant. Customer service is maintained, whether the maintenance is good, in many cases all depends on the consciousness of the sales staff, the enterprise is unable to strictly monitor in place.
The return visit is not only to reassure customers, but more importantly to get market feedback from customers, such as how the product is used by consumers and what shortcomings need to be improved. This information is extremely valuable to the enterprise, after the R&D department digest, the enterprise can even grasp the next new market.
However, due to the personnel after-sales return visit is not in place, the loss may not only a customer, but a business opportunity, a chance to live.
i In place to create a unified modular service platform
For the enterprise, the moment the order is made, the service will start. So management software, like iPlace, is built into a service module,
For example, on platforms where i is in place, customers can see the entire shipping process after placing an order. Whether the goods are ready, whether they are delivered to the warehouse, which driver is assigned, where the goods are delivered, and whether there are any problems on the road can all be clearly seen on the platform i is in place, without the need for customers to call sales again and again. In fact, where does the salesman know the status of the shipment? Is not the same to call the company to ask, this is still more responsible sales, put on the glib, is in a perfunctory.
For example, with a management platform like i in place, it will be much easier to solve the problem. The sales department, technical department, financial department and logistics department on the platform are connected, and a special return process is designed. After customers launch return application, sales and technology, finance and logistics can see it, and leaders at all levels can see it. At the same time, all parties shall decide whether to solve this batch of returned goods, and directly approve after confirmation. All links shall follow the process step by step.
And customers can also clearly see the processing progress after landing i in place, no matter whether the final goods can be returned, at least will not be delayed, return or not to have a pleasant sentence.
Or a return visit. i fully understand that enterprises pay more and more attention to the feedback of return visit, but also fear that the return visit will cost huge human resources and financial supervision and implementation. Based on the "i in place" concept of "people in place", "number in place" and "things in place", the return visit of sales or customer service to customers is tied to the first visit process, which is implemented through the location trajectory. Where the return visit personnel went today, where they have been, and how long they have stayed are all reflected on the map of the platform, so it is easy to see.
By using the i position of the mobile terminal, the return visitors can timely input customer feedback information, and the after-sales department and product research and development department of the enterprise can synchronize the update and timely read, which greatly improves the feedback efficiency of the enterprise.
Due to different industries, specific after-sales requirements and processes are different. Therefore, through function modularization, the version purchased by enterprises can be personalized to meet the service needs in different periods and circumstances.
The cost of developing a new customer is 25 times that of retaining an old customer. What's more, we are all in the new normal of the sluggish economy. The after-sales service management is in place, which is the key to retain customers.
