Federal Furniture: Yongyi builds a one-week after-sales management system to open up information islands and improve collaboration efficiency

Introduction to : 1614d3830b00d8 Federal Furniture has developed a digital solution suitable for the actual business scenarios of the furniture industry through the use of

"Hello! There is a problem with my newly bought sofa, can you take care of it?" This is a 400 call received by Miss Zhang from the Federal Furniture Aftermarket Group. Federal Furniture is a furniture brand that has been deeply involved in the industry 37 years. products are sold at home and abroad. There are more than 1,000 offline stores.
"Consumers mainly consider whether the brand is unreliable before buying furniture. After purchasing, they are more concerned about whether the product can be delivered on time and whether problems can be dealt with in time." said Shi Chunxiao, Federal Furniture Application Development Manager, "Federal Furniture started very early. by thinking about how to build online and offline, channels, full-terminal integrated channel management system, a passenger in the end , a single in the end efficient operations. "

Since 2008, Federal Furniture has successively introduced ERP, logistics, MES and other digital systems, and began to explore the road to digital and intelligent upgrades. However, the outsourcing system can only solve some of the problems, large number of personalized scenarios and needs cannot be met.

The company lacks a digital after-sales management system. When a customer has a problem after purchasing a product, he or she will usually make a 400 call or go directly to the local store to deal with it. If you encounter a situation that cannot be handled quickly at the moment, it will involve cumbersome links such as returning to the factory for maintenance and transportation, which can take anywhere from half a month to 20 days, with a long cycle and difficult tracking.

Traditional Excel management cannot realize independent reporting of after-sales problems, real-time tracking of after-sales progress and timely feedback of customer reviews. In the after-sales processing process, there is no standardized system to regulate and settle the three-party related pictures, videos, texts and other data related to stores, manufacturers, and consumers, the issuance of service instructions, the feedback of service results, and customer satisfaction. As a result, the quality of service is not easy to control.

If you use an outsourcing system, the investment can range from hundreds of thousands to millions. The cost input is one aspect, and the system's various inconsistencies after the purchase is another. If it is determined to build a system by itself, the IT department will have to give up after evaluating the human resources and time cost invested.

After comparing the huge expenditure of outsourcing systems with the high manpower input of self-built systems, Shi Chunxiao found that: "The low-code platform represented by Dingdingyizuo can quickly respond to our diversified needs. Through visual drag and drop In this way, can only be developed and completed in 2 weeks. I can complete 1 day with Yitai, which greatly shortens the development cycle and the company has mastered the core technology."

The Federal Furniture IT Department has opened up the information islands between different systems with the powerful integration and connection capabilities. 1614d3830b0241 one person only spent a week customized exclusive after-sales business systems for enterprises, which significantly improved upstream and downstream Synergy efficiency.

1614d3830b0264 (Illustration: After-sales solutions for the furniture industry based on

(Illustration: After-sales platform based on

The system realizes the full-link refreshing tracking of the reporting, tracking and evaluation of the after-sales service process. According to different types of customer complaints, follow different procedures.

1. return to factory for repair : The headquarters will determine whether the after-sales service charges, if the charges are charged, the cost will be estimated, the store will bear the proportion of the cost, and the estimated time for resolution.

2. local maintenance : upload the reimbursement voucher and quality problem pictures, and the headquarters will conduct graded approval based on the amount of expenses. In addition, there are after-sales processes such as on-site repairs, parts replacement, borrowing, and return.

(Illustration: The whole process of after-sales service based on the approval flow of

(Illustration: After-sales service input system)

Once the store has after-sales requirements, enter the system according to the unique barcode first, and the system supports the reporting of detailed descriptions, after-sales pictures, and after-sales videos. After receiving the demand, the headquarters customer service will promptly communicate the processing plan and determine the quality responsibility. The relevant business personnel will immediately receive a message reminder, and if it is not processed within 24 hours, an early warning reminder will be issued. All data can be recorded in the system in a timely, accurate and comprehensive manner to facilitate the company's traceability analysis of after-sales problems and avoid the recurrence of similar problems.

At the same time, with the help of Yida's strong integration capabilities, the after-sales management system is , the logistics status of the goods can be seen in real-time 1614d3830b0385 in the after-sales system 1614d3830b0384.

(Illustration: based on the quality problem registration system built by

(Illustration: A service satisfaction system based on

How to carry out integrated after-sales service management business online , and continuously improve user satisfaction is a difficult problem facing the Federal Furniture IT Department. Now, through the attempt to build low-code, they have come up with a digital solution suitable for the actual business scenarios of the furniture industry.

"Federal Furniture has thousands of stores. Considering the software cost, it can save hundreds of thousands of dollars. It can be built by one person in a week. It is very easy and flexible to build." Shi Chunxiao said, “One person can go very fast, and a group of people can go further. I hope that more fellow travelers can study low-code together to help traditional enterprises embark on the path of digital transformation faster.”

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