适用行业
- 零售
- 运输
适用功能
- 物流运输
- 销售与市场营销
用例
- 添加剂制造
- 租赁金融自动化
- 零售店自动化
关于客户
斯蒂尔澳大利亚是一家零售公司,是斯蒂尔全球网络的一部分,2018 年该网络在全球拥有超过 17,000 名员工。该公司以致力于提供无缝客户体验而闻名,通过关注客户满意度和长期忠诚度而脱颖而出。 。斯蒂尔澳大利亚公司每年管理多达 30 个产品发布,涉及从财务到营销再到 IT 的各个业务部门。该公司以前依赖手动、纸质流程,这会减慢运营速度并阻碍客户服务。
挑战
斯蒂尔澳大利亚是一家零售公司,正在努力解决手动纸质流程效率低下的问题。该公司的各种流程严重依赖物理形式,包括资本支出请求和产品发布。这种方法不仅耗时,而且导致缺乏可见性和问责制。该公司最初尝试使用 Microsoft InfoPath 实现工作流程自动化,但该产品即将弃用,导致他们寻求更强大、更可靠的平台。此外,斯蒂尔的客户服务受到这些手动流程的阻碍,导致员工无法专注于提供卓越的客户体验。
解决方案
STIHL Australia 求助于 K2 Software 来自动化和简化其流程。该公司的第一个自动化项目是资本支出 (CapEx) 请求表和工作流程。这种数字化转型允许在部门和员工之间更快地传输信息和文档。资本支出工作流程可通过 SharePoint 访问,涵盖所有级别的审批和通知,并可在批准后生成 PDF 版本的表格。斯蒂尔还使用 K2 软件来管理、维护和跟踪所有产品发布和变更的进度,为所有相关文档和数据创建一个集中存储库。此外,斯蒂尔通过在单一地点管理和记录最终用户查询,重塑了客户服务流程,为呼叫中心操作员提供了知识库。该集成系统改进了日程安排、电子邮件通知和提醒,增强了斯蒂尔的客户服务能力。
运营影响
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