Provides Unilever With Fast And Convenient Services Center For Customer

Background

Unilever is a British multinational consumer goods company, formed by the merger of the Dutch United Margarita Company and the British Lever Brothers Company. It is headquartered in Rotterdam, the Netherlands, and London, the United Kingdom. Unilever operates nearly 40 well-known brands such as Dove, Lux, Clear, and Omo, providing daily products and services to 150 million consumer households in China. However, with the promulgation of the Personal Information Protection Law (PIPL) And the increase in the consulting business volume of major brands, as well as how to realize the full-process business from customer consultation to factory services, are issues that Unilever urgently needs to solve.

Solution

• 1. Omnichannel access to ticketing

  Quickly submit tickets to merchants, consumers, customers and other groups, and provide channels such as email, official website, Hotline, WeChat forms, etc. to improve the work efficiency of customer service staff.

• 2. Ticketing system automatically delivers

  Quickly submit work orders to merchants, consumers, customers and other groups, and provide channels such as email, official website, Hotline, WeChat forms, etc. to improve the work efficiency of customer service staff.

• 3.Customer privacy protection

  Supports hiding PII information from factories, etc.; completes anonymity processing based on authorized privacy conditions; encrypts storage and deletes regularly.

• 4. Connecting upstream and downstream systems

  The data source channels are connected to WeChat service accounts, official websites, mailboxes, etc., and the downstream systems are connected to AWS, overseas SF, CDP, etc.

• 5. Data analysis empowers business

  The BI platform supports multi-dimensional data analysis and quick configuration of customized data forms. At the same time, the large data screen can easily integrate a variety of business data and use visual effects to comprehensively display and analyze it.

Achievements

• 1.Customer privacy protection

  The acquisition, storage, and overseas export of customers' private information must comply with national regulations. When entering through each channel, ask whether to provide and allow the retention of private information, and the system will automatically anonymize or retain the information.

• 2. Upstream and downstream automated circulation

  A system covers all personnel involved including customers, customer service, factories, and headquarters personnel. There is no need to contact other handlers through other channels such as emails, phone calls, etc. The current status of the work order and handlers are clear at a glance.

• 3. Data analysis empowers business

  For the full life cycle archiving of original service data, key time nodes and high-value analysis results are provided and directly deposited in the system archive management. The change analysis results can be automatically updated as the business progresses.