With the rapid expansion of netizens in recent years and the vigorous construction and promotion of electronic channels by operators, the number of contacts in online business offices has grown rapidly. In 2011, China Mobile accounted for 76% of electronic channel transactions, and the entire telecommunications industry handled The volume is also close to 40%, of which the online business office business handles about 50%.
As a pilot of the transformation of the mobile business hall, Fujian Mobile invested human resources and resources in the digital marketing of the business hall as early as 2010, and built an online business hall platform, but according to the results of the customer satisfaction survey, compared with the traditional channels, Customer satisfaction with the use of online business halls is still relatively low. It can be seen that the physical business hall has its irreplaceable role, but in the face of the trend of the service channel shifting to the online business hall, the service and marketing requirements of the physical business hall are more efficient and accurate.
Due to the need of the situation, the "buy-shop" business hall transformed into the "store" business hall
Fujian Mobile is aware of the professionalism of services and the systematic nature of sales in the 4G era. The functions of the business halls are required to shift from traditional business acceptance and business promotion to consultancy marketing, experiential marketing and consulting services. From "hall" to "store." How to transform from a single sale to experiential marketing and precision marketing? This requires operators to provide a one-stop service marketing mix to meet the needs of full-service operations, including 3G application services, 3G terminal experience services, converged services, 3G services, etc. Coverage and rising land prices and labor costs, the commission costs and construction and maintenance costs of operators' own business halls are high, which also forces operators to implement business hall transformation. The characteristics of the product determine that the business hall must transform to care services, brand display, business experience, and integrated marketing. Only in this way can we adapt to the needs of transformation and development.
Technological innovation, technology to improve the overall efficiency of the business hall
At present, the competition among telecom operators has been very fierce, the price war is constant, and preferential policies are emerging one after another, but the last thing that customers can leave is the service. Telecom operators will eventually embark on the path of service-oriented marketing integration. With the development of the Internet and mobile Internet, business hall marketing has higher and higher requirements for precision marketing. In the current service-oriented marketing requirements, the demand for electronic and standardized applications from the management of the whole enterprise is increasing. The research and development and implementation of the standardized management system of the business hall has reduced the labor intensity of managers from various aspects, improved the quality and efficiency of work, and reduced the error rate of management work. How to combine the layout of business halls with the overall marketing and publicity is the key to the design of the new experience hall.
Converged applications to achieve comprehensive informationization of the business hall
In the operators, finance, transportation, medical, chain enterprises and other industries with more than 10 years of deep experience, Star Network Ruijie relies on a comprehensive solution to the transformation strategy of telecom operators, and can take into account all aspects. It is combined with the classification, functional division, customer route and contacts of the business hall to construct a powerful management platform, and integrate the business hall network transformation standard system, marketing publicity system, customer service system and VI specification system into IT. The system of construction, the realization of the comprehensive digitalization of the content, the comprehensive network of management, truly solve the complex problems with simple methods, and solve the backward problems with advanced technology.
Star Network Ruijie has first realized that the numbering machine system has become a necessary equipment for every bank business hall, and then integrates the existing numbering machine management platform into the unified management platform of the business hall overall solution. Through this platform, The information of the calling system is displayed on the display of the multimedia simulcast system in the waiting area. At the same time, because the multimedia simulcast system can split the screen, the information of the calling machine can be displayed through a small area after the split screen or the ticker, so that the information of the calling machine can be transmitted to the customer through more channels, so that the customer Never miss your number again.
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