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Haier joins hands with Oracle and Capgemini

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Harmeet
New Update

NEW DELHI, INDIA: Haier Group, a leading company in global white home appliance, has recently adopted Oracle Service Cloud to build a new overseas service managing platform, with an aim to improve Haier's overseas service and achieve multi-channel interaction with customers.

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Capgemini China facilitates Haier to improve the customer experience and reputation with a multi-channel consolidation including social network monitor and customer care communication as well as crisis management for emergencies with Capegmini India devoting.

With Oracle Service Cloud, and by help from the implementation partner Capgemini, Haier Group Overseas Customer Service fully started its SPI (Service Process Innovation). Haier initially only had one communication channel, the telephone, but now has eight, including Wechat, online chatting, E-mail and other social media to provide "Easy and quick service in your hands" 0 distance service

Song Xuewu, Overseas Market Service director from Haier Group, said: "As the leader in global white home appliance, Haier hopes to establish a real-time interaction platform for its users and resources required, which enables users and resources providers to keep interaction with zero distance."

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Song Yujun,MD, Haier India said: "After 10 years of dedication, innovation and excellence in India, I believe that the journey for Haier has just begun. In a rising market like India, it is very heartening to experience the commendable growth that Haier has achieved over the last decade. With the new range of ‘i-age' line of products, consumers will experience products that are purely inspired by the Internet age and designed keeping in mind the contemporary and luxurious lifestyle of Indian consumers".

He also mentioned that service innovation like SPI project will make important contribution to future stable developing of Haier India.

As the technology and solutions provider, Oracle has the complete industry cloud product portfolio and the most advanced customers experience management practice with high flexibility and unmatched security.

As the implementation partner, Capgemini (China) has powerful consultation and technology service capabilities; notable for coordinating business and technology and offering complete digital enterprise transformation solutions.

smac