Sunny Information Technology Service (Beijing) Co., Ltd.

BACKGROUND

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

Dmall is a one-stop service provider of omnichannel digital retail solution and engages in digitally deconstruction & reconstruction retail industry, providing end-to-end commercial SaaS solutions. My post in the company is Channel Delivery Manager and responsible for channel delivery management.

OPPORTUNITY / CHALLENGE

What is the main reason you hired the service provider?

At that time, the main business challenge was that the after-sales service of the company did not have a system to support management. Besides, the distribution, tracking and service process monitoring of work orders needed to be completed offline. The manual processing was inefficient with high error rates, which was not conducive to the control of delivery quality.

The main reason for choosing the service provider was that we had long-term business cooperation with the service provider, which was also our after-sales service provider. Its delivery capacity and level could meet the assessment standards set by our company and the concept of service management was consistent with our company.

The existing service management system of the company could basically meet the needs of our business management. It is the professional ability embodied in the past cooperation process and the mutual trust accumulated by previous cooperation that contributed to this further cooperation.

SOLUTION

How exactly did the service provider help your company? 

The service provider Sunny Information participated in the whole after-sales service system construction project, continuously providing professional services for our company. Besides, it provided many service management suggestions to our company by using the experience accumulated in the after-sales service industry for 20 years, helping us improve the after-sales service management mode.

In the project process, it provided services such as the introduction of the system construction framework in the start-up stage, business model consultation in the planning stage, project management in the implementation stage, training and testing in the online stage, etc. Finally, it provided us with a flexibly configurable after-sales service management system, which was integrated with our own system to realize the automation of information circulation.

From the service provider’s company, what is the team composition? 

In the system construction project, Sunny Information allocated a project team of 11 people, including 1 Business Sale, responsible for the negotiation and follow-up of the business part;

1 Project Manager, responsible for overall project management;

2 Product Managers, responsible for the system product scheme design of work order and spare parts module respectively;

1 Development Manager, responsible for system architecture design and development progress management;

2 Test Engineers, responsible for the testing of the frontend and back-end of the system respectively;

4 Development Engineers, responsible for the development of front-end and back-end respectively.

How did you come to work with the vendor? 

Sunny Information had long-term cooperation with our company in the implementation of after-sales service. In our daily communication with Sunny Information Customer Service Manager, we learned that Sunny Information also provided service system solutions to customers, which could exactly solve the problems faced by our company in service management. Therefore, the two sides further cooperated in the system construction project.

The excellence of Sunny Information embodied in that it was a professional IT service provider in the industry by providing after-sales support service to hundreds of manufacturers and delivering more than one million work orders every year.

So it accumulated a lot of practical experience. The service management system with 100% independent property rights of Sunny Information is the accumulation of these management experience, which could really solve the problem. Under the complete framework of the service system, it supported complete end-to-end management service from service request, event, work order, material, engineer, service provider, training, examination, certification, settlement and payment

What is the status of this engagement? 

At present, we have started to use the system with a stable operation. Meanwhile, we also maintain a good business communication with each other. Besides, we will maintain a long-term cooperation trend for the expansion of new business models in the future as well as continuously optimize and upgrade the system.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Since the online of the system, each work order had been distributed through the system, so all processes could be found in the system. At present, more than 1,000 work orders have been accumulated in the system, which is very helpful for making annual service summary and analysis in the future.

How did the vendor perform from a project management standpoint?

In terms of project management, the service provider used a relatively standardized project management methodology and provided clear project scope and project plan. The company could plan and communicate in advance for each step of project implementation and manage project changes. In terms of crucial communication, it had achieved on-site communication of crucial contents, rapid online communication of temporary problems and email confirmation of important milestone contents.

What did you find most impressive about them?

Sunny Information Technology Service Co., Ltd.'s professionalism and service management were the most impressive. With 20 years of service management experience, Sunny Information had summarized a large number of practical methods and cases, which could help us make reasonable planning and provide suggestions in business model design and avoid some management risks in advance.

Are there any areas they could improve?

If the service provider could provide standardized products with more comprehensive and rich functions, reduce the part customized by customers and let clients obtain more benefits at a better cost, it would be more conducive to win-win results for both sides.