利用物联网优化客户支持运营：Endy 案例研究
技术
- 应用基础设施与中间件 - 数据库管理和存储
- 基础设施即服务 (IaaS) - 云数据库
适用行业
- 设备与机械
- 海洋与航运
适用功能
- 采购
- 销售与市场营销
用例
- 时间敏感网络
关于客户
Endy 是加拿大领先的在线床垫品牌，于 2015 年推出。该公司一直采用市场上一些最好的 SaaS 工具来优化其客户和员工的销售和客户支持运营。由于该公司的销售呈爆炸性增长，因此在丰富客户体验方面进行了大量投资。公司始终致力于创新和优化团队内部工作方式。 Endy 致力于为客户提供更好的体验，并不断寻求改进内部流程的方法，以确保客户和员工满意。
挑战
Endy 是加拿大领先的在线床垫品牌，由于其爆炸性的销售增长，在管理客户支持业务方面面临着挑战。该公司使用简单的基于电子表格的解决方案以及手动数据获取和输入，随着销售额的增加和客户支持团队的不断壮大，这不再可行。该公司需要加快从分布式数据源提取各种客户属性和运输合作伙伴信息的过程，以支持报告以及退货和换货订单履行等内部运营。数据驻留在多个系统中，这些系统本身并不相互交互，从而减慢了客户支持代表做出快速、明智决策的速度。该公司还面临着从 Shopify、Microsoft SQL Server 和 Google Sheets 等不同来源集成和获取客户详细信息的问题。
解决方案
为了简化流程并为客户和客户服务团队创造更好的体验，Endy 决定使用 DronaHQ，一种无代码自动化工具。 DronaHQ 使团队能够轻松设计强大的用户界面并实现信息流的自动化。 Endy 使用 DronaHQ 的低代码平台构建了两个内部工具，使其客户服务代表能够在一个地方从所有应用程序和数据库访问客户信息。第一个工具是 Orders Action 应用程序，它从 Shopify 和 Microsoft SQL 服务器中提取信息，从而使团队无需在每次需要提交报告时手动获取和输入详细信息。第二个工具是 Return Partner Lookup 应用程序，它与 Google Sheets 中的合作伙伴数据库集成。该工具为团队提供了一个单一界面来识别合适的运输合作伙伴。
运营影响
数量效益
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