Study On Process Optimization For A Company’s After-sales Technical Support

Together with the rapid integration of global economy and the rapid development of information technology,the software industry is also growing vigorously.In customer relationship management,especially for multinational software companies,customer technical support is the main bridge and link between the enterprise and the customer.It is the basis for solving customer problems,obtaining customer information and maintaining customer relationships.Enterprises must accurately,comprehensively and timely grasp the customer’s situation through customer technical support,otherwise they will not be able to formulate the correct business strategy,and will also lose the existing customer relationship.In the current pace of economic globalization,market competition is increasingly fierce,and customer needs are constantly changing.The fixed and traditional after-sales technical support process has been difficult to meet customer requirements.Customers are not satisfied with the passive reporting problem,but need more active care and service methods that keep pace with the times.Based on the advanced theory of business process optimization and reengineering,this paper analyzed the status of A company’s customer technical support process,cumbersome process for creating service requests,service request queue management for customer technical supports,and the efficiency and work intensity of dealing with problems.The Six Sigma management method is flexibly applied to the process optimization,and the value-added analysis of the customer technical support process of company A is carried out,and the non-value-added services with the largest proportion of time are optimized.The excessive initial information of the customer creation service requests,the low automation and visualization of the service requests queue management,and the low degree of knowledge management were found as the main reasons for the problem of the existing technical support process.In response to these problems,by using the process optimization’s latest relevant theories,tools and methodologies,providing methods and advice including prediction and prevention for questions,using automated tool to manage service request queues,building latest one-to-many service,and strengthening knowledge management.The ultimate goal is to incorporate these customer technical support process optimization solutions into A company’s customer relationship management,increase the initiative of after-sales technical support services,reduce problem response and resolution time,improve the customer satisfaction,and enable A company to enter a healthier and benign sustainable development track.