White home appliance vendor Haier Group Overseas Customer Service has recently adopted Oracle Service Cloud in association with Capgemini.
The Cloud deployment is to build a new overseas service managing platform, with an aim to improve Haier’s overseas service and achieve multi-channel interaction with customers, said Oracle India.
Capgemini China facilitates Haier to improve the customer experience and reputation with a multi-channel consolidation including social network monitor and customer care communication as well as crisis management for emergencies with Capegmini India devoting.
Following the deployment of Oracle cloud solution, Haier hopes to establish a real-time interaction platform for its users and resources required, which enables users and resources providers to keep interaction with zero distance.
Haier Group Overseas Customer Service started its SPI (Service Process Innovation). Haier initially only had one communication channel, the telephone, but now has eight, including Wechat, online chatting, E-mail and other social media. Haier’s Call Center has changed from contact center, to a user experience exchange center, which creates more quick and more direct interaction between Haier and its customers.
“Service innovation like SPI project will make an important contribution for the future development of Haier India,” said Song Yujun, managing director, Haier India.
picture source: rediff
