Elevating the customer journey: A digital transformation in a digital-first economy
A global elevator and escalator manufacturing and servicing leader, embarked on a mission to revolutionize sales and customer service operations in China. By architecting a cutting-edge customer experience application, we seamlessly integrated multiple touchpoints to deliver a digital experience that exceeds the expectations of a highly tech-savvy market. The transformative impact? A surge in operational efficiency, a drastic reduction in paperwork, and a more dynamic customer experience to enable swift onboarding of over 20,000 corporate users.
Service
Sector
The alliance with our client is more than just a success story; it's a testament to the revolutionary power of digital solutions in transforming customer experiences from the ground up.
The Challenge
The clients' second-largest market, China, presented various challenges due to its widespread consumer base. The core issues included:
- Over-reliance on manual interventions: Customer interactions, ranging from field service scheduling and elevator incidents to parts ordering, relied heavily on platforms like WeChat or traditional phone calls.
- Fragmented processes: The lack of a centralised platform made the customer experience disjointed, often leading to inefficiencies and inconsistencies.
- Visibility: Our client needed real-time insight into outstanding payments, ultimately affecting accurate financial management and forecasting.
- Paper-intensive reporting: Despite handling over 10,000 field service jobs daily, all servicing reports were documented on paper, making data retrieval and management inefficient.
The Solution
We proposed and executed a holistic digital transformation strategy for our client by developing a customer experience app using a low-code platform:
- One-stop Platform with Real-time Updates: With over 40 integrated data sources, customers can easily navigate products/services and engage in real-time chat support. Users could also view real-time data, incident management, engineer job tracking, and digital service reports, ensuring they're always in the loop.
- 2-way Customer Interaction: The app gives customers real-time access to contracts, invoices, and the status of their units. Customers can also raise incidents, submit feedback and complaints, respond to satisfaction surveys, request quotations, and e-sign contracts.
- Payment Integration: The app integrates WeChat Pay, Alipay, and UnionPay - offering users multiple payment gateways, simplifying the process of invoice clearance and improving account receivables.
Enabled by this platform, our client could deliver a more interactive and personalised experience for their customers, all while automating many previously manual processes.
The Impact
Unveiling our state-of-the-art customer experience app became a watershed moment for our client's organisation. Virtually overnight, operational efficiency skyrocketed as manual processes dramatically decreased, mitigating error risks and streamlining workflows like never before.
The app served as a game-changing one-stop platform for our client's end-users, simplifying and clarifying B2C interactions and turning customer engagement into a frictionless, enjoyable experience.
On the fiscal front, our client's team unlocked an invaluable asset: real-time visibility into outstanding invoices, enabling sharper financial planning and a new level of transparency in their operations.
Our user-centric design strategy paid off in spades. A staggering 20,000 tech-savvy users in China embraced our platform in record time.
The alliance with our client is more than just a success story; it's a testament to the revolutionary power of digital solutions in transforming customer experiences from the ground up.
This version emphasises the excitement of the transformation, the tangible benefits for both the client and their end-users, and the ground-breaking nature of the collaborative effort.
