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Focusing on Customer Experience with Intelligent Support Services

By Mu Mingjing, Senior Engineer, Huawei Enterprise Global Service Center

Huawei Enterprise Global Service Center is a one-stop service platform developed by Huawei for its enterprise business. It provides technical support, remote delivery, and network O&M. Based on the SPORTS model, site (S), process (P), organizations & people (O), regulatory (R), technology (T), and services (S) have been assessed since the beginning of development. In the next 1-2 years, we will enter the optimization phase and continue to improve our services, process, and technology.

As soon as we started the enterprise business, we established an adapted service process system and organization based on carrier domain practices, the ITIL V3 framework, and enterprise business characteristics. Currently, the Enterprise ITR (Issue to Resolution) process is operated as an end-to-end enterprise technical support process and is continuously optimized for multiple rounds to ensure efficient and compliant organizational operations. Three global service centers (GSCs), five regional technical assistance centers (TACs), and four country TACs have been established worldwide to form a three-level technical support system. The system can handle customer problems in 17 languages and provide customers and partners with quality service around the clock. Huawei deploys one global spare parts center (located in Shenzhen), five regional spare parts centers (located in Shenzhen), and over 1000 city-level warehouses to provide professional services 24/7. Currently, Huawei provides NBD services in 97 countries and regions, with 60 countries and regions (over 500 cities) enjoying 4-hour spare parts delivery. Spare parts service capabilities are continuously developed and improved based on business development and customer requirements.

As a technology company, what "black technology"

has Huawei used in the technical support process?

Let's find out!

Build a secure and efficient collaborative operation platform

Efficient communication tools: eSpace (PC) + WeLink (Mobile)

eSpace is an office communication platform developed by Huawei. With the help of eSpace, engineers can quickly initiate group discussions and share latest industry news, technical attributes and interests. They can also quickly hold conference calls and initiate whiteboard sharing. eSpace's translation functionality enables unhindered cross-country team communication.

Engineers on business trips cannot connect to the internal network. However, they can still join a voice conference or initiate one through WeLink, eSpace's mobile client. Communication remains smooth throughout.

Secure and efficient emergency handling platform: eWar

If the service is interrupted in the process of handling customer problems, then restoring customer service in a timely manner becomes the top priority. Based on Huawei's emergency recovery process, the Recovery Leader immediately organizes regional personnel (engineers, experts, and service directors), TAC frontline, second-line, and third-line engineers, product line maintenance directors, and other related on-duty personnel to form a joint work team and quickly formulate a recovery solution. The eWar system can help teams quickly set up work groups for recovery organization, and supports problem location and accident review to help teams improve.

Big data helps identify common product issues and predict risks in advance.

Big data analytics is integrated into the work platform, allowing engineers to conduct big data analysis on the customer problems. Powerful word segmentation technology can quickly identify key problems, which are then visualized along with their trends. Any exception can be quickly identified, helping engineers quickly identify key problem distributions on the network, monitor alarms for similar problems, identify product problems in a timely manner, improve the product, and organize risk mitigation measures.

Cloud-based lab resources, providing a complete online practice environment and fault simulation

Hands-on practice is an effective way to prolong memory time. Sufficient practice is required to improve employee ICT knowledge. It is, however, difficult to organize hands-on practice in a centralized manner. Engineers can hardly spare a large amount of time participating in centralized training, and significant investment is required to construct, operate, and maintain an all-scenario lab in each region. To address this challenge, Huawei built a distributed cloud-based lab platform: eLab. Engineers can book lab resources on demand from anytime and anywhere, remotely access the lab, and flexibly and conveniently practice operations and simulate faults.

The eLab platform supports the entire "booking - approval - delivery" process. Devices are automatically networked 30 minutes before the experiment. After the experiment, patch cords are automatically removed.

Focus on customer experience and build an intelligent and visualized service platform

A practice combining intelligent customer service ABC (artificial intelligence, big data, and cloud)

With the continuous development of artificial intelligence and big data technologies, intelligent customer service bots are continuously improving the intelligent level of services. In Huawei's practice, intelligent bots are continuously evolving, from initial "search + Q&A" to task-based multi-round interaction. Based on technologies such as deep learning and knowledge graphing, engineers continuously train bots to improve their accuracy and enable them to invoke existing knowledge more intelligently. As we can see from the 2019 roadmap, the interaction mode will be more intelligent, and voice recognition functionality will be added. Behind the bot, big data is used to collect and analyze customer problems, help form knowledge cases, and build a "knowledge cloud" with back-end experts to help the bot provide a better self-service experience to users.

With the popularization of IoT applications, the intelligent customer service system will interconnect with the probes and bastion hosts deployed on the customer network. In this way, the intelligent system will not only solve consultation problems, but also respond to customer faults in a more intelligent manner. It will even have the capability to analyze time sequences based on big data, and conduct hard disk fault detection and KPI analysis to help users reduce network risks more easily.

One-stop self-service management platform of Huawei products for end customers

Huawei users are obviously concerned about the run status of Huawei products they use. Has the service expired? What are the current problems? No need to worry. Huawei provides you with a powerful tool, the ServiceCare Portal. Through this self-service platform, you can view information about all company devices of in real time, such as device inventory, maintenance information, fault logs, product documents, and service reports.

Huawei Enterprise Service WeChat official account + Enterprise Technical Support application, meeting your mobile office requirements

With the wide use of smartphones, mobile O&M requirements are also attracting attention from Huawei engineers. The Huawei Enterprise Service's official WeChat Account and the enterprise technical support application allows you to interact with our smart customer service, consult online customer service, and query maintenance and spare part statuses. You can learn about the most common troubleshooting methods from the troubleshooting guide.

Download the enterprise technical support application to experience its powerful functionality. All official account functionality is available here. You can create issue tickets, activate licenses, have a product documentation AR experience, download command and alarm query tools, and scan device barcodes to quickly identify product information. You can also communicate with other users and Huawei engineers in the community anytime and anywhere.

Due to limited space, my introduction ends here. I believe that more black technologies will be applied to engineers' daily work in the future. I also hope that Huawei customers and partners can use our applications and the ServiceCare Portal for a better service experience.

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20190830 400 514 01

Enterprise Service Special Issue 01

Enterprise Service Special Issue 01(06/2019)

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