A customer management system for domestic chain companies

Absrtact: When it comes to using the Internet to transform the entrepreneurial field of traditional industries, home economics has to say is a hot topic in the near future. For example, we previously reported on the side of domestic and e home clean their ultimate goal is to defeat the intermediary, change the industry chain through

When it comes to using the Internet to transform the entrepreneurial landscape of traditional industries, "home economics" has to say is a hot topic in the near term. For example, we previously reported on the side of domestic and e home Jie-

Their ultimate goal is to defeat the intermediary, change the industry chain-through the LBS information platform so that service providers (hours) can directly docking with users.

But the company we're seeing today, the "Joy Service Cloud", but think that bypassing domestic intermediary direct push is a thankless job, they even give up for this reason to do two years like E home cleaning mode of "flash" project, the transformation of the B-side (that is, domestic companies) of the CRM system.

As mentioned above, the "Enjoy service Cloud" is a aliyun for domestic companies to provide a CRM system service providers, they serve the domestic company is very special-not the kind of a small house to open an independent store in the vicinity of a little domestic company, but like to the state, Love Green This category has more than 10 chain stores chain-type domestic company.

Henry Wu Feng, founder of the service Cloud, told me they are ready to transition to do B-side business, visited a number of domestic companies, the middle of a lot of things that are not reliable, such as domestic companies to help aunts (service providers) to match the order, aunt an hour ago promised to go to the employer's home trial, an hour later will not go back, At this time the domestic companies have to coordinate other aunts, and a chain of a store in the real can immediately work aunt is not a lot, so old to other stores to find out if there is no suitable person. If this kind of inquiries or through the QQ group and other less efficient way, information can not be immediately structured, the need to communicate and match the entire chain of communication will be very difficult to circulate in the system, so that a certain period of time Aunt resources of the store will not be able to transfer resources to other stores, resulting in waste.

So Wu Feng's idea is to do a customer management system for domestic chain companies. In this CRM system, each housekeeping company's head office will have a total account number, the main store through this total account to assign the branch account, and manage the corresponding business. When a user submits a demand, the management system can be a priority to match the customers located in the vicinity of the store aunt, if found that the customer needs and matching aunt mismatch, then the demand to other stores to match. If this step is still unable to find the right aunt, then the Yue Service cloud will call other domestic companies to match the data, the user matching the appropriate aunt, so that the order needs can be in the city of all domestic companies to share.

Wu Feng said that for domestic companies, they choose a CRM service provider for the two reasons, one is to see new customers come in every day, this brings to the domestic company is an incremental order. Another point is the added value of the service provider, help domestic companies to better manage their "stock orders", such as two domestic companies with partnerships, one with orders, another with aunts, two how to cooperate and divided, domestic agents will be more interested in digesting such stock orders. In the process of digestion of stock orders, there will be some tools, such as marketing tools, to communicate with aunts, and customers, then enjoy the service cloud can provide IP phone calls and SMS value-added services, than operators to provide more affordable. In addition, when many domestic companies use the service cloud system, it turns out that companies that can't dock data with different systems can solve the problem of docking, and form standardized Aunt data (Auntie number, age, etc.) in the service cloud, standardized customer operating orders, standardized contract management.

On this basis, enjoy the service cloud can also develop a separate app for each domestic company, named app with its own name, to connect the needs of users and aunts, and domestic companies can also use the app to collect customer data, Aunt evaluation data, customer comments on Aunt data, etc. and to form a regular relationship with the user maintenance. In this regard, the domestic companies for marketing and promotion of demand, will be very active to the app out, while enjoying the service cloud can also accumulate aunts comments on data, for the formation of domestic service platform to do bedding.

At present, the profit model of the service cloud is the value-added services mentioned above, for example, let domestic companies use IP phone or SMS with their own service personnel and users to communicate, enjoy can get IP phone/sms 0.025 yuan per minute income. In addition, if the domestic companies need personalized services, such as the development of Web sites, enjoy can also charge a customized development costs.

As a two-time entrepreneur in the home economics industry, Wu Feng that it is difficult to get through the domestic service based on the demand side and the service side of the LBS matchmaking, which costs a lot of money and is still robbing a business with a traditional domestic company. And like looking for an aunt website this kind of beginning to want to make the platform of the company, can't get Aunt data, also difficult to accumulate the user to Aunt's comments, it is because of the lack of comments to find Aunt finally do not go down. This time Wu Feng to give up "flash" to start a business, is to understand what the domestic companies want, in the B-end of the domestic company to do CRM based on the gradual formation of a third-party home economics platform, to have domestic demand for users to provide services.