subject: Chinese Kitchen Appliance Information Of Enterprise Services - Kitchen, Appliances, Services - Hc [print this page] Introduction Kitchen and household appliances in China developed rapidly in recent years, the market volume increased year by year. Currently, domestic enterprises engaged in production of kitchen and household appliances nearly 1000, together with foreign brands, and domestic appliance brands with the brand, technology, marketing networks, and other advantages into the kitchen appliance industry, hoping to grab market share, even more intensified market competition cruelty. But with the gradual increase in market capacity, and enhance the overall image of the industry to private enterprise as the mainstay of the kitchen appliance industry has not been a corresponding service upgrade, service mode most of the traditional manual way of receiving service-based business lack of use of modern information tools to achieve a unified national network service system, standardized, real-time service management. Information society means much-needed information technology services, while some, such as ERP, CRM software applications in other industries to promote the progressive, the information service method calls in the kitchen and home appliance business is also growing.
1, kitchen and home appliances industry need innovative means of service delivery
Present, kitchen appliance customer service means most of corporate or "ear - hand - pen", "face" of the state: through the manual to answer customer calls, record and transmit customer information, service requests and complaint information, and then then the customer service requirements for service delivery to the market dispatching services. This will result in a service cycle is long, low efficiency, affecting customer satisfaction, a serious impact on the brand and communications. At present, the traditional means of customer service has become a constraint kitchen appliance brand in the modern market competition to further develop and gain advantage of the bottleneck.
National network of customer service system as a means of modern service management in many major household electrical appliance enterprises have applications mature, new kitchen appliances in the promotion of enterprise is not an ideal situation. Customer service information is the original kitchen and home appliances service model changes will enhance the concept of service, can diversify the channels of communication with customers, customer information data, service personalization process, standardization, service and scientific management. Practice shows that a number of CRM systems such as light, Shuaikang etc. The application of the business line brand to upgrade service quality brands with good reputation formation plays an important role. In this paper, the company introduced a national network GOMON kitchen and customer service systems, for example, to the kitchen and household electrical appliance enterprises to explore the role of service innovation.
2, GOMON kitchen Background and Analysis Service
GOMON Group is a professional kitchen appliance research and development, production and sales of large enterprise groups, have three years of development history, kitchen and household appliances in China the oldest and most complete product line, the best overall efficiency business groups. GOMON kitchen is GOMON Group, a subsidiary of the country has more than 20 distribution centers, more than 100 offices in more than 400 service centers and more than 2000 image counter, forming a nationwide sales network. Without the use of a national network of service before the system, only some of the marketing services department has its own service system, but essentially stand-alone version of the database capacity of small, low security, features a single, easy to maneuver. And business customers are largely in the hands of the market, can not be unified management of resources is not conducive to mining customers. With product sales increased year by year, customer service, slow delivery of information interaction, user and customer service center imperfect coordination of services and other factors impact on the timeliness of a good customer base relations with the obstacles, there is no doubt that this traditional approach to service can not adapt to the fast-growing market demand, can not meet the increasing service requirements of consumers.
3, GOMON the need for customer service system construction
GOMON companies become bigger and stronger, to achieve "industry leaders do, creating the world famous" corporate vision is to create real quality of service necessary GOMON brand, establish fast and convenient, one-stop information service process is necessary. Since the establishment of a national network of Customer Service System:
1. Is based on customer-oriented service model needs;
2. Is to create a service brand and the implementation of the brand service needs;
3. Is to create the domestic first-class kitchen appliance brand needs;
