China Post Express Logistics to build a new call center

To better enhance the competitiveness of enterprises and quality of service, China Post Express logistics company decided to build a new system of express logistics professional call center, set in 2010 of its key projects.

Successfully bid the project to meet business needs

Since the whole project a short time, the arduous tasks, therefore, China Post Express Logistics IT service providers in a very careful choice. As the leading integrated provider of IT integration services, Digital Information Services Group Integrated Services Strategy Division to more than 20 years of experience and industry-leading "sharp line of service", continued in service products and solutions to innovate.

IT full life cycle of its coverage of "sharp line of service" products and solutions are widely used in finance, telecommunications, petroleum, government agencies and large enterprises, and established a professional, advanced understanding of China's national conditions, "Sharp line services" project team.

In this bid, Digital China "sharp line of service" team show of technical strength and professional logistics company by China Post Express highly recognized and eventually won the bid by China Post Express Logistics professional call center software development and systems integration projects.

As a logistics company in China Courier express logistics business nationwide call system, 11 183 to establish call centers not only provide customers with e-mail inquiries, e-mail Lanshou, business consulting, complaint handling and other services, needs to properly handle the three telecom operators with existing provider's network connection is working.

In the project implementation process, "Rui OK service" team for the China Post Courier logistics company new business models and needs, presented with targeted professional call center system solutions. This professional system solutions including call center call center, voice platform, send embrace send vote, CRM systems such as customer management and monitoring the construction.

With the establishment of professional call center system, "Sharp line service" for China Post to create a unified platform for access to customer call request, and provide customers with customized, full depth of the e-mail quick inquiries. In addition, the call center system will also provide customers with personalized grading, bridging the information platform, data sharing and quality control services, express full support of China Post Logistics company create new customers, service existing customers to achieve the double objective.

Many challenges, demonstrate service capabilities

China Post's express logistics company, the project can be described as quite difficult, first of all call centers, voice and platform integration of different telecom operators network connection work. Digital Information Services Group Integrated Services Strategy Division with a solid, professional team with long service in the telecommunications industry experience to customer needs as the starting point to formulate a set of detailed and thoughtful professional feasible solution.

In the project implementation stage, "Rui OK service" staff successfully completed in a short time the entire call center's construction, and meanwhile repeated tests. Meanwhile, the team with long service in the telecommunications industry has accumulated rich experience to help customers between different telecom operators network problems might arise were careful to deploy early prevention and completely avoid the sudden emergence of a telecom operator made of a single point of failure on the China Post Courier logistics impact of new business.

In addition, call center and voice platform of the two branches, so between the two need to keep communication and follow-up. "Rui-line service" call center staff in conducting and voice platform to build the same time, take the initiative to follow up the progress of other projects, to ensure that the voice platform and call center combination.