The rapid development of "Internet+" gives the traditional industry of heating a chance to combine with Internet technology and accelerate the development of the industry, and also creates conditions for the optimization of enterprise management mode and the effective use of human resources.
Interconnection
Traditional heating enterprises have hundreds of management personnel, hundreds of maintenance personnel and tens of thousands of heat users. How to make each producer, transmitter, processor and manager of heating repair information interconnected is a subject that we need to solve urgently.
In the traditional IT information solution for heating, the management granularity can only be superficial to the computer terminal or the collection terminal. If all the management objects are not objects, or data itself, they never want to connect the maintenance personnel as elements. In modern enterprise management, human resources are important resources for enterprises, and their value must be greatly encouraged. However, the on-site maintenance personnel who need to be managed, assessed and connected at present are not included in the heating customer service management platform. As offline resources, the maintenance personnel are completely marginalized. The management neither fully understands the maintenance resources nor can optimize the allocation and adjustment of maintenance resources.
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. With the popularity of WeChat, taxi hailing software, mobile payment and other mobile applications, the vast majority of customers have fully integrated into the trend of smart phones and mobile Internet, and are full of expectations for completing almost all transactions through smart phones. The customer hopes that in the future, the mobile APP can be connected to the heating enterprise and the heating in the home.
"Internet+" transformation heating maintenance management process
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, every maintenance station has management personnel, and every heating station or branch company has corresponding management personnel. Almost all work needs to be carried out step by step, which is not only slow, but also has information attenuation. 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, heating enterprises can better understand the work of grass-roots employees at a time and hear the voice of customers. We can know the distribution of heating facilities, customers and maintenance personnel. We will truly remove the links that restricted service innovation in the past and connect isolated innovation.
All these data are huge wealth for heating enterprises. They are the basis for heating enterprises to monitor heating operation, optimize resource scheduling, strengthen management and improve service, and continue to innovate and develop.
The mobile terminal extends the management tentacles from the office to the maintenance site, opens up the online and offline, breaks the space and time, connects enterprises and customers, and forms an ecosystem of enterprise heating service management.
Let consultation, complaint and repair report be handled efficiently, the maintenance service process be smooth and orderly, and customer problems be solved timely and effectively. Improve the cooperation efficiency between customer service and maintenance departments, reduce the omissions and hidden dangers in customer service work, ultimately improve the corporate image, and obtain the double harvest of customer satisfaction and high charging rate.
