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Things - Coggle Diagram
Things
Lab Partner
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Team up with digital marketer and system team to ensure that we could bring premium service to enrolled customers through enterprise wechat with strong contents and systems
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Plan the collaboration model between external call center and internal team. also plan the multistaksing model of inhouse agents (balance the traditional inbound call and LP)
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Customer Support - traditional customer service which involves inbound hotline, online chat, leads qualification, mobility, and email.
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In order to provide better customer experience, need regular training.
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Analysis
Need to strategize the data structure and make sure that all valuable data will be flowing back to data lake.
Need to build up a series of SOP to make sure that we could have good customer customer portrait and can provide necessary info to related commercial teams based upon requirements automatically
Need to build up analysis capability for both call center and telesales. Provide strong ops support to front line agents
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System
Online Chat - work with divisions as well as DE and vendor to make sure all requirements from China could be well fullfilled
Data Science Portal - work with Data team to make sure that data model could keep feeding with users helpful outputs. (need to know the business. might be a BP as well) Also need to educate comermcial teams to ensure that they will actively use and manage created contents. Work with Vendor to keep enhancing functionalites and also develop phase III (bring telesales onboard so that they could use data scien portal to make outbound call and do NCA)
Amanda - Think how to automate the flow so that Amanda data could be automatically captured and allow customers to self check through hotline or online chat. Also need to think about how to make Amanada mode useful for telesales as well as call center agents
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Digital Marketing - whether we will form a centralized digital marketing team supporting both eCommerce and Leads?
Extend digital marketing to instrument driven divisions. Can refer to current collaboration model with CAD. But for digital channels, how to make sure that they will enough bandwidth to guide/educate/ or for some divisions/key partners, run campaigns for them.
Operate the Lab Partner to ensure high activeness of Lab Partner enrolled customers. Need to be expertised on social marketing and private friend circe marketing.
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Business Partner
Can think about letting supervisors to be the partner of each division. Take Lina out to run one program
Review with key partners like BID, CMD, CAD, MSD, and LSC to ensure that we report out valuable things and get their next step movement clearly
Telesales
Will assess supervisors and consider to repositon some supervisors if they also have interests to move to other functions.