Anhui Tiancheng Technology Co., Ltd.

BACKGROUND

What does your business do and what is your role at your company?

Adhering to the business philosophy of "Creating a better life with science and technology", after 54 years of development, our group has become a global technology group integrating five business segments: Smart Home, Building Technology, Industrial Technology, Robotics and Automation and Digital Innovation.

In the past five years, our group has invested nearly 45 Billion RMB in R & D (annual revenue accounts for more than 3.5%). It has 28 R & D centers and 34 major production bases around the world, and its products and services benefit about 400 million users in more than 200 countries and regions around the world.

Business Management Department

OPPORTUNITY / CHALLENGE

What is the main reason you hired the service provider?

Complete after-sales customer service system, 7x24hrs customer service center business integrated incoming call, online call and outgoing call. The vendor has a good service, attitude, and professionalism in the business.

SOLUTION

What was the scope of their involvement? 

• 24hrs customer service sub-center structure. The service provider provided comprehensive services from personnel recruitment, site selection, site construction, system architecture, post-operation and so on. Provided Tiancheng Customer Service Outsourcing Call Center System V1.0.
• Man-machine Interface System V1.0 of telecom value-added service based on Ajax technology.
• Tiancheng Call Center Real-time Monitoring System V1.0.
• Short Message Management System based on Mozilla Platform V1.0 and other technologies to ensure the smooth launch of customer service. The cooperation process with Anhui Tiancheng was subcontracting.

How many teammates did the service provider have to help your business?

In the project, the service provider had equipped our company with the completed operation team system, including On-site Operation Department, Administration Department, Personnel Department, Risk Control Department, Operation and Maintenance Department, etc. At present, Tiancheng has arranged a team of 200 people for our company.

How did you come to work with the vendor? 

Through external bidding evaluation, we found the service provider, which could provide all-around customer service.

What is the status of this engagement? 

At present, the project operates well and is in progress.

RESULTS & FEEDBACK

How did the vendor perform from a project management standpoint?

The service provider performed well. Through the project, we communicated with the service provider through the weekly meeting, regular meeting, monthly work report and supervised its completion indicators by these methods. In the communication, the service provider responded quickly and had no obstacles with us.

What did you find most impressive about them?

Positive, Proactive, Professional

Are there any areas they could improve?

Improve the management dimension in the project operation, and actively optimize the project structure and cases.