NEW DELHI: Haier Group, a primary company in global white home appliance, has recently embraced Oracle Service Cloud to be able to build a novel overseas service managing platform, with an aim to improve Haier’s overseas service and achieve multi-channel interaction with clienteles.
Capgemini China expedites Haier to improve the client experience and reputation with a multi-channel consolidation including social network monitor and customer care communication as well as crisis management intended for emergencies with Capgemini India devoting.
Braced with Oracle Service Cloud, and by assisting the implementation partner Capgemini, Haier Group Overseas Customer Service kick – started its SPI (Service Process Innovation). Haier at the outset only had one communication channel, the telephone, but now has eight, including WeChat, online chatting, E-mail and other social media to provide “Easy and quick service in your hands” 0 distance service
Song Xuewu, Overseas Market Service director from Haier Group, alleged that: “As the leader in global white home appliance, 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.”
Song Yujun, MD, Haier India purported that: “After 10 years of dedication, innovation and excellence in India, I believe that the journey for Haier has just begun. In a rising market like India, it is very heartening to experience the commendable growth that Haier has achieved over the last decade. With the new range of ‘i-age’ line of products, consumers will experience products that are purely inspired by the Internet age and designed keeping in mind the contemporary and luxurious lifestyle of Indian consumers”.
He also stated that service innovation like SPI project will go on to make important contribution to future stable development of Haier India.
Upon embarking on the role as being the technology and solutions provider, Oracle has the complete industry cloud product portfolio and the most advanced customers experience management practice with high flexibility and unmatched security.
As the implementation partner, Capgemini (China) has powerful consultation and technology service capabilities; noteworthy for coordinating business and technology and offering complete digital enterprise transformation solutions.