October 27, the IoT Era Service model seminar held in Beijing, China Consumer Association, China Quality Association, Haier and other relevant units of 30 leaders and experts, jointly discuss the development trend of home appliance industry services, fully affirmed the value of Haier Smart cloud services in the era of the Internet of things to create differentiated values.
Luo Qingxi, senior director of PAL Consulting, believes that Haier smart cloud services from the user use of the scene cut, the first to create a continuous interconnection with the user's ' live contacts ', which will bring large-scale user demand interaction, promote the integration of supply and demand, will trigger the whole industrial structure of the revolution.
Service Internet access is not equivalent to Internet In the consumer upgrade of the environment, the user's requirements for supporting services are also rising. According to the 2018 annual survey data of the Customer Satisfaction Evaluation Center of China Institute of Standardization, the brand with high customer satisfaction, visibility and reputation in China is a brand with its own advantages in terms of service, without exception.
At present, many enterprises with the help of Internet tools to upgrade the content of services, for example, allow users through mobile phones and other appointment service personnel to the door, appears to achieve the Internet + service upgrade. In this regard, Luo Qingxi believes that these services are essentially the offline services moved to the line, is the formal ' internet ', its essential content is still maintenance, or product problems will find maintenance, the IoT era of services is not equal to maintenance, it is not to do the failure of the product repair, but to ensure that the product does not fail, do not Only to avoid inconvenience to the user's life, but also to create differentiated value for the user.
In this sense, the current market services on the Internet cloak, but did not change the nature of maintenance, but also stay in the traditional service of the rut.
The first realization of the socialization of enterprises
Facing the topic of service upgrading in the IoT era, Haier aims to create the best experience of the user's full process, and pioneered the exploration of Intelligent Customer service, mobile service station, MFOP quality mode, forming a complete set of intelligent cloud service system. First of all, Haier Intelligent Cloud service based on Lifetime user value, the service process has been reconstructed, through the service soldiers online grab orders, online interaction, online pay and other initiatives to provide users with a transparent service experience of the whole process, and secondly, the first mobile service station in the Home appliance service industry, to reduce the door response time to 2 hours;
Haier will be the internet of things and home appliance products deep integration, the first to achieve the smart home appliances ' self-feedback, self-diagnosis, self-prediction ' MFOP quality model. Haier Smart cloud services triggered a new ' high frontier ' revolution in the service sector. Luo Qingxi Analysis said that from its practical exploration, intelligent Customer Service representative line at the end, mobile service station representative line at the bottom, MFOP quality model on behalf of the net, the top line, the bottom line, the mesh end of the three-end fusion, are with the user's interaction needs of the living contacts. In this way, the service from ' repair ' into ' creation ', the service company in the user is ' industrial people ', to achieve the socialization of industry or social industrialization, users can participate in the whole process to product design, manufacturing, service and other links, the user's creativity has become the most important asset of the enterprise, this is the Enterprise IoT Revolution
Quality.
Lighting the ' engine ' of the new industrial revolution Service in the traditional industrial chain has not been valued, and to the era of the Internet of things, the rise of user voice led to this situation is changing dramatically. Luo Qingxi said that the key to the new industrial revolution triggered by the Internet of things is to take out the needs of users, and the current social lack of business from the beginning of demand, Haier released the smart cloud service can be said to be the edge of the revolution, or called the new ' high frontier ' revolution, it is not just a service revolution, because it has jumped away '
Service is equal to the definition of repair '. In view of the characteristics of the service industry itself, it is exposed to the real needs of users in use, and through the front-line service soldiers with the user's 0 distance contact, to ensure that the contact network has a temperature. For example, Haier through the MFOP system, smart home appliances into the industrial cloud, can take the initiative to provide users with maintenance, remote maintenance and other services, so that the product ' not bad ', more into a layer, but also in the network end to obtain user habits, hobbies and other ' living data ', insight into the user's personalized needs, for the enterprise products,
Innovation to provide precise guidance.
In this way, the service from the end of a one-time transaction to the user and the enterprise continuous interconnection of the ' living contacts ', the user's needs continue to be imported into the enterprise system, help to promote the enterprise supply system to echo the needs of users, which is the driving force of supply-side reform. Luo Qingxi believes that a new round of industrial revolution is taking place, and it is important to note that in this revolution, people are not replaced by machines, but are freed from the identity of ' tools ' and become innovative social people.