Background
The client, vivo, is a technology company focused on creating a core offering of smart terminals and services, with an industry presence in over 50 countries and regions, serving over 400 million users globally. They operate more than 380,000 offline sales and after-sales service points worldwide.
Challenges:
- Lack of System Structure: Operational services were unstructured, making it difficult to ensure service quality.
- Singular Model: Reliance on a sole call centre model for operations.
- Lack of Knowledge Accumulation: Absence of a knowledge management platform to accumulate and share insights.
- Ineffective Visualisation: Inadequate capabilities in reporting and display of operational metrics.
Results:
- For Users: Smooth multi-channel fault reporting with seamless transitions, enhancing user experience.
- For Engineers: Integration of BPM work orders to synchronise automatically, preventing any data handling omissions.
- For Service Desks: Automated system recognition and ticket creation, directing issues to specialised teams for efficient resolution.
- For Management: Refinement of original production and service processes, achieving clearer workflow and detailed SLA specifications.
