Provides SANY With Fast And Convenient Services Center For Customer

Background

Sany achieved a total operating revenue of 39.497 billion yuan in the first half of the year, with overseas revenue reaching 22.466 billion yuan, accounting for 56.88% of the total operating revenue, showing a year-on-year growth of 35.87%. The majority of the company’s revenue and profits come from the international market, marking a historic breakthrough. With changes in the global business landscape, the company’s “internationalization” strategy has now upgraded to a “globalization” strategy. Based on this, the Sany Group is increasingly emphasizing service and experience for overseas customers. As overseas business continues to expand, the pressure on various subsidiaries to provide services has increased significantly. Sany Heavy Industry urgently needs to build an integrated platform for overseas customer service.

Solution

Build an omni-channel customer service platform that integrates call centers, WhatsApp, emails, and other channels, providing a unified service platform. Implement a ticketing to address customer feedback and complaints. Utilize a data analysis system to integrate global data and provide comprehensive analysis.

Achievements

• 1.Multi-workplace customer service

  Established call centers in 39 countries worldwide, with 1700+ service centers globally, providing 365*24 comprehensive service acceptance, and business support covering Asia, Europe, Americas, Africa, Oceania, etc.

• 2.Omnichannel business acceptance

  Integration of various domestic and overseas channels such as phone, App, WhatsApp, email, etc., providing customers with greater convenience while effectively reducing operational costs.

• 3.Multilingual customer service support

  Support for languages such as Russian, Vietnamese, Thai, Arabic, Spanish, English, French, Portuguese, Indonesian, Italian, German, etc., ensuring language barriers are eliminated for customer service across different regions.

• 4.Service unification

  Unified customer service management system, with standardized customer service standards, standardized after-sales service processes, and a unified monitoring and integrated management model.