The people prioritize food, and food is based on the kitchen. The prospect of the "kitchen economy" is tempting, and many companies are entering the kitchen appliance market, leading to increasingly fierce competition in the industry. As one of the important steps for enterprises to maintain old customers and discover new ones, after-sales service is a high ground that every kitchen appliance enterprise intends to conquer. In the process of winning the battle, kitchen appliance companies still face many problems. How can enterprises quickly discover potential customers and ensure the completeness and accuracy of customer information? How can enterprises meet the high-end demands of users when the degree of product homogenization is high? How can frontline service personnel quickly respond to diverse customer service requests? How to quickly input the problem points of products and components in the massive after-sales claims data, and provide improvement opportunities for design, process, and production? How to achieve continuous and effective follow-up of after-sales service progress .....

       As a leader in the high-end kitchen appliance industry, Hangzhou Boss Electric also faces these urgent problems in its rapid development, which pose challenges to the company's sustained and rapid growth, as well as the realization of its strategy and vision. So in November 2016, Boss Electric reached a strategic cooperation with SIE, and joined hands with Oracle to comprehensively launch the construction of CRM platform.

       Hangzhou Boss Electric Appliance Co., Ltd. was established in Hangzhou, Zhejiang in 1979, specializing in the production of kitchen appliances and small household appliances such as range hoods, gas stoves, disinfection cabinets, electric ovens, steamers, electric pressure cookers, induction cookers, etc. It has gradually developed into one of the leading enterprises in China's kitchen appliance industry with the longest development history, the largest production scale, the most complete product categories, and the widest sales area. So far, Boss Electric has focused on the high-end market, with a loyal customer base of 10 million. In 2016, Boss Electric established a "3-year 10 billion" strategy and a long-term company vision of "becoming the most competitive kitchen appliance enterprise for a hundred years". Therefore, there is an urgent need for a powerful CRM system to meet customer needs externally, control enterprise management internally, help Boss Electric fight tough battles, and support the realization of Boss Electric's 3-year strategy and long-term vision.

       The first phase of the Boss Electrical CRM project was officially launched in December 2016. The SIE implementation team conducted an in-depth analysis of the current situation of Boss Electric's after-sales service business, sorted out the business process, and finally determined the business plan as follows: the full service process management from the front-end service acceptance and service orders of Boss Electric's after-sales service, the back-end service work orders, service dispatching, warehousing control, logistics distribution, to the mobile order receiving, mobile filling, follow-up review, and service settlement of the after-sales service terminal.

•  Customer management: Implement the synchronization of distribution order customer data, establish an after-sales service customer master data management platform, and support the management of boss electrical customers and potential customers. Manage a 360 degree view of customer service, including customer profiles, distribution orders, equipment assets, historical service information, satisfaction surveys, and follow-up visits.

•  Service management: Implement the acceptance of after-sales service business, including the management of the entire after-sales service process from accepting customer call appointments, creating service work orders, conducting service dispatching, verifying service work orders, and conducting follow-up visits.

•  Service order management: Implement personalized recommendations for service marketing products and integrate with WeChat or App to support online ordering.

• Dispatch Management: Implement intelligent dispatch management for service work orders, automatically configure dispatch rules based on the technician's region, skills, and level dimensions, and support dispatch processing flows for different regions.

       The implementation of Boss Electric's CRM project effectively helps Boss Electric to quickly respond to customer requests, standardize service process management, enhance enterprise competitiveness, and assist in the realization of Boss Electric's 3-year strategy and long-term vision. In the era of "Internet plus", SIE also hopes to use its strong consulting and technical advantages to help more customers achieve the grand goal of deepening the market in the industry, achieve commercial success and better lead the development of the industry.