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 seats and maintenance personnel for heat users, so it is difficult to provide meticulous heating services in the early busy seasons of heating. Most heating enterprises adopt the temporary outsourcing of maintenance personnel, but lack of quantitative assessment and quality supervision measures, so the final effect of heating maintenance can neither obtain sufficient satisfaction and trust from users, nor meet the internal cost and quality management requirements of heating enterprises. At the same time, it causes telephone congestion, work order squeeze, and constant complaints from ordinary people, Relevant government leaders pay attention frequently.
Although the vast majority of heating practitioners are aware of this problem, heating in the north is almost a semi monopoly, so on the one hand, heating enterprises lack innovation and information awareness, on the other hand, they really do not know how to effectively improve service problems.
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. Especially with the popularity of WeChat, taxi hailing software, mobile payment and other mobile applications, most people have fully integrated into the trend of smart phones and mobile Internet, and are full of expectations for completing almost all things through smart phones. With everything ready, heating enterprises can extend their management tentacles from the office to the maintenance site through mobile terminals, open up online and offline, break space and time, connect enterprises and customers, and form an ecosystem of enterprise heating service management.
Since the involvement of mobile terminals has achieved such great results, let's take a look at how to apply mobile terminals and what kind of management processes should heating enterprises with different scales and management systems use?
Traditional semi-automatic mode
For conservative traditional large or group heating enterprises, one-step informatization resistance is relatively large. In particular, many heating enterprises were originally managed hierarchically, with multiple branches and maintenance stations. Such heating enterprises tend to go step by step, and let the customer service center assume the responsibility of all repair reports and complaints to ensure that each branch or maintenance station can receive work orders in real time, while the remaining work is managed in the traditional way.
The advantage of this mode is that it is easy to implement and promote. The head office is only responsible for controlling the entrance and final processing results of the problem. It is the branch office or maintenance station's business how to assign, supervise and dispatch the problem in the middle.
The disadvantage is that there is no specific maintainer in the management, in fact, the original management mode has not been changed, and the hierarchical management has not been further pushed to flat management.
Intelligent order distribution mode
Through the heating customer service management platform, a clear division of job responsibilities, clear workflow design, and smooth information interactive transmission are achieved. Let all repair orders form a closed loop. Each work order has a clear flow path, each work order has a clear person responsible for processing, and each work order has a clear person responsible for monitoring and tracking. The work order will not be lost, repeated or delayed. The person in charge of each node will be clear about the work and instructions, and the management personnel responsible for supervision and tracking will be able to give instructions easily and conveniently.
The core workflow nodes of the entire heating customer service management platform include heat users, customer service centers, branches, maintenance stations, and maintenance personnel. Customer service centers, branches, and maintenance stations have the authority to supervise, track, supervise, and urge work orders. They can participate in related node transactions in the workflow in a timely manner according to the platform's alerts and reminders. Managers can irregularly conduct comprehensive assessment and evaluation on customer service recording, customer service department's business acceptance, and whether the maintenance department's work is completed, and continuously optimize the service process.
The advantage of this mode is that it can fully connect customers, agents, maintainers and managers, and share the information about the occurrence, distribution, processing, feedback and return visit of each repair report in real time.
