KD Company C2C Appliances Intelligent Service Platform Construction Strategy

Since the 1950 s,the global economy has been undergoing a structural change with rapid transformation from the traditional agriculture and manufacturing to services.In recent years,the rapid growth in Internet technology,big data and application of artificial intelligence have brought the development of services economic to a new level.The sharing economy,in particular,will become a major force in the service economy.With China’s rapid economic growth,home appliances ownership and service de-mand is also rapidly expanding.Well-known manufacturers have all established their own service network,resulting in the underutilization of social service resources.KD,under the well-known company CH Inc.,is a business chain specialized in appliance services.After nearly 10 years of efforts,it has set up 31 branches nationwide boasting of more than 2,300 registered personnel.However,due to an over-reliance on service orders from the parent company and intensified market competition,KD is operating under great pressure.Amongst its problems,the following three are at its core: Service scale is spiraling down;The turnoff is high for service engineers;Service efficiency is low with declined customer satisfaction.To effectively address these problems,the service model of KD has to be revolutionized and its transformation to intelligent services is imperative.The theory of sharing economy provides the idea for KD company to explore the C2 C after-sales service model.The purpose of this study is to use the "Internet + Services" model to integrate manufacturers,brand marketers,service providers and service engineering resources in the creation of C2 C home appliances intelligent service platform.The platform will enable the sharing of service information resources among appliance manufacturers,brand marketers,service providers,service engineers,consumers and other stakeholders,and provide a solution to KD’s transition from traditional maintenances to intelligent services.This will also help KD build a new model for its service business to achieve the goal of expanded service market scale,reduced service cost,increased enterprise and service efficiency and improved user satisfaction,and contribute to the sound and healthy development of the enterprise.