Known as the MAKE (Most Admired Knowledge Enterprise) award in the knowledge management industry, since it was first introduced to China in 2011, it has been PICC, China Merchants Bank, Tsingtao Brewery, Huaxia Fund, Shanghai. Excellent companies such as GM, New Oriental, and Jianfa Real Estate won this award. In order to share the outstanding achievements of the benchmark and promote the development of knowledge management in China, we will launch a MAKE award-winning enterprise case tour to show you all.

In 2012 and 2016, Huaxia Fund Management Co., Ltd. won the China MAKE Award for outstanding knowledge management. In 2016, it won the Best Technology Application Award for smart services.

Established in 1998, Huaxia Fund is a comprehensive and versatile asset management company covering a wide range of asset classes, industries and regions. It is built with public funds and institutional businesses as its core, covering China Hong Kong, China Capital, and China. A persified asset management platform for wealth. The company has more than 45 million public holders, and the accumulated pidends of the holders have exceeded 128.2 billion yuan. It has established a leading position in the fund industry with its solid comprehensive strength.

Huaxia Fund's corporate vision is to become an important and respected asset management company in the global capital market. Quality service is one of the essential links. Therefore, Huaxia Fund Customer Service Department has also developed its own departmental vision: to make service one of the company's core competitiveness, and to solve the problem of the number of customers through the innovative application of information technology, knowledge base deployment, knowledge management and system construction. Increases, service costs continue to rise, service experience requirements are high, cross-department talents are more exported, staff training is difficult, and customer satisfaction pressures are greatly increased, which has greatly improved customer service levels.

Xiao Xia: the earliest intelligent customer service robot in the industry

In 2014, Huaxia Fund was the first online intelligent customer service in the industry. It achieved zero breakthroughs in enterprise-level intelligent dialogue and industry knowledge management, providing customers with high-quality self-service, which greatly improved customer search efficiency and recognition accuracy.

Through continuous knowledge and knowledge training, we can achieve a good online effect and directly save 80% of online manpower. As the volume of services increases, the effect becomes more apparent; and the increase in manpower input and system synergy, the hit rate and satisfaction are further enhanced. As of March 2017, the key indicators are as follows:

The intelligent customer service application not only refreshes the customer service experience, but also actively promotes the advanced concept to other financial institutions such as funds/securities, and makes positive contributions to optimizing the industry structure and improving the service efficiency and service level of the industry.

Knowledge four libraries, not only support intelligent customer service

Huaxia Fund built the core knowledge asset database of the enterprise through the construction of the “four-stored book”.

Customer service library, explicit knowledge ordering: enables various business core issues and solutions to be effectively stored and updated, supporting core business such as voice customer service, online customer service, and customer self-service.

Service script library, invisible knowledge explicit: focus on 80% of customer common problems, ensure that most problems can get standard answers; design situation confirmation and problem branch for customer scenario persification, ensure customers get the best service knowledge and experience .

Office document library, decentralized knowledge centralization: support department management and the development of front and back office work, and realize knowledge clustering of positions and processes. It has played a big role in opening up contacts among knowledge workers, reusing knowledge and experience, and promoting knowledge circulation.

Training learning library, external knowledge internalization: seven advanced modules, 38 new curriculum training system and advanced training courses, is the main platform for department employees to learn business knowledge learning and business skills improvement.

Deepen management and create a new benchmark for knowledge services

From fragmentation to systemization, through the promotion of knowledge management, Huaxia Fund drives operations, assessment, and organizes a series of changes. The phone not only outputs programs, but also collects customer opinions, experiences, and knowledge. Traffic is no longer the only goal, knowledge creation. More important with mobility. Huaxia Fund has designed a complete knowledge management organization structure, from contact center supervisors to knowledge experts, employees, knowledge administrators, multi-post management knowledge management rules, and standardize employees' daily knowledge management behaviors to ensure effective knowledge management.

Give the material management assessment into the overall KPI examination system, set the knowledge management assessment indicators separately, and provide career development opportunities such as expatriate training and promotion, and award various types of knowledge contributions, giving material and spiritual rewards and points. Redemption of electronic, office, gift and other gifts, giving titles, titles, rankings and other honorary marks, greatly improved the active level of knowledge management.

Based on the system blueprint of the overall customer service value model planning, the knowledge management of Huaxia Fund is continuously deepened and optimized, and a new customer service with industry benchmarking level is created!