Nintex 的物联网解决方案简化了 Home Group 的维修流程并降低了成本
适用行业
- 建筑物
- 教育
适用功能
- 维护
- 销售与市场营销
用例
- 人员跟踪与监控
- 时间敏感网络
服务
- 系统集成
- 培训
关于客户
Home Group 是一家社会企业和慈善机构，根据英国议会法案于 20 世纪 30 年代成立。该组织为英格兰、苏格兰和威尔士数以万计的租户和潜在业主提供社会服务和私人住房。他们为超过 120,000 名客户提供服务，还提供基于住房的支持计划，为处理酒精、毒品和家庭暴力相关问题的人们提供一对一的护理。 Home Group 的最终目标是利用其住房库存来帮助需要帮助的人，并为更幸福、更健康的生活打开大门。他们每月都会收到超过 24,000 个来自租户的维修电话。
挑战
Home Group 是一家总部位于英国的社会企业和慈善机构，其呼叫中心流程面临效率低下的问题。非专业人员可能会向客户发送错误信息，从而导致不必要的维修上门。新员工的培训时间也效率低下，严重依赖面对面会议。该组织正在努力管理为超过 120,000 名客户提供服务的后勤工作，并每月处理超过 24,000 个维修电话。由于缺乏标准化和高效的系统，即使没有任何问题需要修复，也会导致维护供应商多次上门，造成不必要的成本。
解决方案
Home Group 与 Technology Services Group (TSG) 合作，使用 SharePoint Online 以及 Nintex Form 和 Nintex Workflow 开发知识管理系统。该解决方案涉及通过自动化流程步骤将信息收集到可搜索中心的工作流程。当客户接到电话时，呼叫中心工作人员将信息收集到 Nintex Forms 上，从而启动工作流程。该工作流程引导工作人员解决一系列问题，引导他们找到正确的解决方案。所有报告均已记录以供将来使用。新系统将新员工的培训时间从1个月减少到10天，重点培训客户服务基础知识和会话技巧。该解决方案可以轻松配置，以满足业务需求、维护 SharePoint 的安全性，并为业务问题提供更快、更高效的响应。
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