The traditional customer service management mode, after the heating enterprise implemented the basic call center and heating customer service management software, basically realized the unified telephone access, centralized recording of repair problems, and information sharing. However, there is still a long way to go compared with the interconnection and all-around in-depth application under the concept of "Internet+":

First of all, organizational participation is insufficient

The closed LAN workflow only affects and improves the work efficiency of some maintenance related office staff in heating enterprises, but fails to connect more widely with an important group: maintenance staff. It also includes the management who need to master first-hand information in time and the ordinary heat users waiting for the service of heating enterprises.

Secondly, data interconnection is not enough

At present, the general customer service management platform only integrates the information of heat users and repair reports, and fails to connect more heating big data information more widely, so that the data can really help decision-making. The operation information of heat exchange station, maintenance resource information, maintainer information and geographical location information related to maintenance are missing.

Third, the depth of management is not enough

The general management platform is only limited to the sharing of work order information. It fails to fully integrate resources, thoroughly optimize the enterprise management process, and track the personnel and equipment of on-site operations.

Tencent emphasizes that "Internet+" is to make everything interconnected, while Alibaba emphasizes to tap the value of data, and emphasizes the transformation from IT economy to data economy. Internet+has taken root in many public service fields. For traditional heating business, interconnection and data are both key. One is to emphasize the process, the other is to emphasize the results and promote each other.

Necessity of interconnection

The Internet has completely changed the traditional business model, making the world more flat and transparent, and has made great achievements in life and business (for example, Uber's model reflects the power of connectivity, which can connect all resources and services). For the traditional heating industry, the demand for mobile Internet is everywhere.

Data interconnection

Heat source, heat exchange station, one network and two networks, room temperature, weather and other information related to heating operation form a system alone. They silently produce data, partly guiding how to adjust the balance of heat exchange station and heat network, but there are still many data that do not play their due role.

System interconnection

The financial system, OA system, toll collection system, customer service system, data acquisition system, energy consumption management system, equipment management system, material management system, production and operation system of heating enterprises can solve problems in their respective fields. However, the boundaries between systems are artificially divided and cut according to business, department, and position, which inevitably leads to information islands, blocked processes, and departmental separatism.

Human Interconnection

In traditional IT solutions, the management granularity can only be a little bit to the computer terminal or the collection terminal. If all the management objects are not objects or data itself, they never want to connect people as elements. In modern enterprise management, human resources are important resources for enterprises, and their value must be greatly encouraged. At present, the on-site maintenance personnel who need to be managed, assessed and connected are not included in the heating customer service management platform. As offline resources, the maintenance personnel are completely marginalized. The management does not fully grasp the maintenance resources, nor can it optimize the allocation and adjustment of maintenance resources.

Customer interconnection

The heating fee is the main source of income of the heating industry. However, due to the insufficient allocation of resources and the huge difference between the busy and idle seasons of the heating industry, the heating industry is obviously short of service personnel for heat users, so it is difficult to provide meticulous heating services in the early busy seasons of heating. At present, in addition to the special customer service center, there are mainly the urban construction 12319 hotline which has established a connection with customers, but these two ways cannot fully meet the needs of customers for repair and complaints.

Interconnected application scenarios

"Internet+" process improvement

Productivity determines the relations of production. The emergence of "Internet+" has prompted great changes in the original organizational structure, workflow and information transmission.

Under the traditional working mode, each maintenance station has management personnel, and each administrative region has corresponding management offices, where there are management personnel of each branch company. Almost all work needs to be carried out level by level, which is not only slow, but also has information decay. In the concept of "Internet+", the hierarchy can be reduced and departments can be gradually streamlined. With the help of interconnected big data and BI business intelligence tools, competent leaders can quickly make more effective decisions.

In particular, by incorporating customers and front-line maintenance personnel into the workflow, we can better understand the work of grass-roots employees at a time and hear the voice of customers. We will truly remove the links that restricted service innovation in the past and connect isolated innovation.

"Internet+" data application

In space, we can understand the distribution of heating facilities, customers and maintenance personnel.

In terms of time, we can understand the massive sensor data collected every moment, and we can also understand the execution time and results of each work order.

All these data are huge wealth for heating enterprises. They are the basis for monitoring heating operation, optimizing resource scheduling, strengthening management and improving service, and sustainable innovation and development.

Therefore, it is also a big subject for us to continuously accumulate heating big data, fully integrate heating big data, and transform the data into knowledge to guide heating management.

Application background of interconnection

Management background

Large and medium-sized heating enterprises cover large heating areas and have a large number of residents. At the initial commissioning stage of heating every year, maintenance tasks are heavy, maintenance surges, and there are many reminders, duplicate bills, and missing bills. The response speed and maintenance quality of on-site maintenance personnel are not high.

The customer service center dispatches the order to the maintenance station, which prints the paper work order. The repairman takes the order regularly, and sends the work order back to the maintenance station after going to the site for maintenance. The maintenance personnel shuttle between the repair applicant and the maintenance station with the repair order and tools. Often, just after returning to the maintenance station from a resident's home, they received a notice and went back to the same building door for maintenance, which delayed a lot of time on the way back and forth.

At the same time, the maintenance personnel could not get the repair report and work order change information in a short time, and could not feedback the work results in a timely manner, resulting in low dispatching efficiency.

In addition, the manager cannot grasp the maintenance personnel, the repair site and the handling situation in real time, nor can he effectively supervise the attendance, timely feedback and service quality of the maintenance personnel.

Therefore, for large and medium-sized heating enterprises, it is necessary to break through the original management dilemma of data reports and oral reports that everything needs to be reported, monitor front-line work faster and more accurately, handle emergency plans, and make decisions more timely.

Technical background

With the growing popularity of 3G/4G communication networks and smart phones, mobile working mode has become completely possible.

With the development of mobile Internet, the mobile management application APP based on cloud has developed rapidly, which has greatly changed the management mode and workflow of many enterprises and produced great benefits. This is no longer a question of innovation, but an inevitable action to follow the trend.

With the popularity of smart phones, the relevant leaders of large and medium-sized heating enterprises have realized that they can accomplish many tasks that were not easy to carry out before through mobile phones, and they can master the operation of first-line heating through mobile terminals.

In conclusion, with the help of Internet+Dongfeng, it is imperative to start the customer service mobile terminal project and provide information services for maintenance related management personnel, on-site maintenance personnel and customers in real time and conveniently.