A Brief Introduction of our Service Delivery Department (part 1)

4U Systems的服务及服务交付部门的简单介绍 (第一部分)


在我们的实际工作中,很多客户都非常看重服务的质量和售后的能力,并把它作为决定供应商的关键因素之一。而不同于其他因素如价格和技术能力,服务和售后这一块在很多招投标流程中很难定量把握。这样导致的结果是很多客户本着“用熟不用生”的原则,被既有的供应商“绑架”,从而错失了引入更佳供应商的机会。下面将会对4U的服务及服务交付部门做一简要介绍,以期给予客户更多的选择和考量:

In our practical work, many customers attach great importance to the quality of service and after-sales ability, and regard it as one of the key factors to determine suppliers. Unlike other factors such as price and technical capability, service and after-sales are difficult to quantitatively grasp in many bidding processes. As a result, many customers are "kidnapped" by existing suppliers in line with the principle of "using familiar vendor to avoid risks caused by uncertainty", thus missing the opportunity to introduce better suppliers. The followings will give a brief introduction of our service and service delivery department, so that we could offer our clients more choice:  


服务交付部门具体做什么工作?

What specific work does the service delivery department do?


故障报修解决  Trouble shooting
完工项目改造  Renovation of completed projects
系统优化处理   System optimization
潜在需求挖掘   Potential demand mining
客户关系维护  Customer relationship maintenance
公司业务拓展   Business development of the company

Tracking & Monitoring Progress of Requests


如何确保服务交付质量?
How to ensure the quality of service delivery?

 

快速响应客户需求为保证服务质量的重中之重;跟进解决问题的过程中保持与客户互动和及时的反馈;定期为客户提供服务工作报表;不定时对客户进行服务满意度调查。

Quick response to customer needs is the most important thing to ensure the quality of service. Maintaining interaction and timely feedback with customers in the process of follow-up problem solving. Additionally, providing regular service reports for customers and conducting customer service satisfaction survey from time to time are necessary.                                      

 

印象最深的项目是哪个?

What has been the most impressive project?

 

WeWork是总部位于纽约的联合办公行业的领军企业,自从2016年进入中国市场后,一直处于快送扩张阶段,我司也有幸从一开始就参与了Wework的项目。到目前为止已经和他们合作了21个项目,其中北京9个,上海11个,新加坡1个。

WeWork is a leading company in the co-working industry and is headquartered in New York. Since it entered the Chinese market in 2016, it has been in the stage of rapid delivery expansion. Our company has also been privileged to participate in Wework projects from the very beginning. So far 21 projects have been completed with them, including 9 in Beijing, 11 in Shanghai and 1 in Singapore.

Wework公司的项目需求既有来自其团队的内部维护需求,也有其入住会员维护及改造需求。需要我们频繁的和其保持沟通,以确保我们能够及时、准备的理解客户的需求。并在项目实施过程中要和设计方、总包等关联单位保持多方的协调,以确保项目能够在规定的时间内顺利的实施。     

Wework's project requirements come not only from the internal maintenance needs of its team, but also from the maintenance and transformation needs of its resident members. We need to communicate with them frequently to ensure that we can understand the customers' needs in a timely and ready manner. In order to ensure the smooth implementation of the project within the prescribed time, it is necessary to maintain multi-party coordination with the relevant units such as the designers and the general contractors.