I. Service Connector Overview

Service Connector is a cross-enterprise customer service management application centered around the end-to-end Work Order process. It connects WeChat customers, integrates internal organizations, and unites Downstream partners to deliver a comprehensive omnichannel after-sales service ecosystem. All customer and service data is consolidated in the CRM for tracking and analytics.

II. Pain Points in Enterprise After-Sales Service

Customer Support Center:
- No visibility into repair progress.
- Unresolved repair cases.
- Difficult cross-Dept. collaboration.

After-Sales Engineers:
- Siloed departments lead to unclear customer information and requirements.
- Paper Files are prone to loss.

Enterprise-Level Challenges:
- Uncontrolled service processes.
- Delayed repairs with inter-departmental disputes over accountability.
- High communication costs for cross-departmental/cross-enterprise coordination.
- Non-transparent pricing for parts and installations.
- Low authenticity in customer feedback collection.
- Prolonged feedback cycles for service satisfaction.
- Failure to systematically retain customer data.

III. Service Connector’s All-in-One Solution

1. Unified Collaboration: Bridges internal Departments and external partners for seamless customer service.
2. Standardized Business Process: Automated workflow routing reduces team learning curves.
3. Visual Workflows: Real-time service progress tracking at every stage.
4. Accountability: Transparent process monitoring with clear ownership.
5. Centralized Data: Permanent retention of Account and transaction records.
6. Transparent Payments: Online payments directly to corporate accounts.
7. Instant Feedback: Digital service evaluations shorten feedback loops.