Haier + Oracle is a new experience for users to interact in real time

March 7 , 2014, Qingdao Haier Overseas service-- the global leader in white household appliances has built its new overseas service management platform using Oracle Services Cloud (Oracle service Cloud) to further enhance service levels abroad and to achieve multi-channel interaction with customers. This is the first project to adopt RightNow in the Asia-Pacific home Appliance industry, where was successfully launched at the end of 2013 . Under the framework of the system, Haier through the social network public opinion monitoring, customer care mail and other multi-channel integration and emergency management, not only can fully listen to customer voice, can maximize customer experience.

With the popularization and development of the network and social media, the way of consumer access to information and the purchase behavior has changed dramatically, which requires the enterprise to build an interactive system to meet the demand quickly. Haier Overseas Market Service director Song Xuewu said, "as a global leader in the white household appliances industry, Haier hopes to build a user with the resources needed real-time interactive platform, so that users and resource providers 0 distance interaction." "Through the use of Oracle Services cloud, with the assistance of Capgemini China, Haier overseas after-sales service to launch and implement the SPI (Service Process Innovation Services Flow Innovation) project." By implementing the project, Haier has set up 8 kinds of personalized communication channels, including online chatting, email and social interaction, to enable Haier's call center to change from the contact center to the user interactive Experience Center, to reach the consumers more quickly and directly, and to realize the zero-distance interaction. Not only that, customers can also with High-quality offline service team for information seamless connection and sharing, and can quickly send engineers to solve problems. Through the process of information processing and transmission efficiency, to catch up with the user clicks the mouse and touch screen speed, committed to creating the user is to get the service experience. As a technology and solution provider for this project, Oracle has the industry's most comprehensive portfolio of cloud products and the richest and most advanced customer experience management practices, with high flexibility, unmatched security, and complete cloud freedom. The project Implementation Shankaite (China) has a strong consulting and technical service capabilities, good at coordinating business and technology, providing a comprehensive digital enterprise transformation solutions. Thus Haier Group uses the deployment of the web, social and contact center Three aspects of the experience of the service cloud, to achieve in each contact, each channel to provide a good customer experience, fully hit the Haier Group's business needs. "Responsible editor: Wang Lin TEL: (010) 68476606"