A Research On The Optimization Strategy For Government And Enterprise Customers Of WHDX Service Processes

As one of the three traditional operators,China Telecom focuses on the development of fixed-network business on the basis of inheriting the resource advantages of the original post and telecommunications office,alongside exploring the government-enterprise market and giving priority to the development of government-enterprise customers.WHDX,as one of the top ten SBU(Strategic Business Unit)of China Telecom Group,has always been in the leading position with its government-enterprise customer service.However,with the aggravation of competition in the Internet era in recent years,WHDX has to face the problem of low service efficiency caused by its own internal service process redundancy,which leads to the direct preemption of local communication business competitors WHYD and WHLT for government-enterprise customers,and the loss of some high-quality government-enterprise customers.This paper will sort out and conclude the common problems in WHDX’s government-enterprise customer service process and try to put forward optimization process solutions on the whole,including pre-sale,in-sale and after-sale links by combining my management knowledge and relevant work experience in WHDX with the methods of literature analysis and questionnaire.It is expected to overcome the inefficiency of WHDX’s government-enterprise customer service in the pre-sale,in-sale and after-sale links and improve the overall efficiency of WHDX’s government-enterprise customer service through the implementation of the government-enterprise customer service process optimization program.According to the analysis of the survey results,the current inefficiency of the WHDX’s government-enterprise service process is mainly manifested in the shortage of professionalism of the government-enterprise support staff,poor multi-department coordination,lack of standardized processes,etc.In response to these problems,it is proposed to take the measures,such as improving the performance-benefit wage of back-end support staff and conducting process parallelization reforming to achieve the effect of optimizing the service process.At the same time,in the process of WHDX’s government-enterprise service process optimization program,the optimization program can constantly be dynamically adjusted to help WHDX better improve the enterprises’ market competitiveness and accelerate the scale development of government-enterprise business.