Huaxia Fund: "Four Treasuries" Creates a New Benchmark for Knowledge Services

The MAKE (Most Admired Knowledge Enterprise) Award, known as the "Oscar" of knowledge management, has been introduced to China since 2011. Outstanding companies such as PICC, China Merchants Bank, Qingdao Beer, Huaxia Fund, Shanghai General Motors, New Oriental, and Jianfa Real Estate have received this honor. To share the excellent achievements of these benchmarks and promote the development of knowledge management in China, we have launched a tour of case studies of MAKE award-winning companies.

Huaxia Fund Management Co., Ltd. won the China MAKE Award for outstanding knowledge management in both 2012 and 2016, and in 2016, it also received the Best Technology Application Award for its intelligent services.

Founded in 1998, Huaxia Fund is a comprehensive and versatile asset management company. Its service scope covers multiple asset classes, industries, and regions, building a diversified asset management platform centered on public funds and institutional business, including Huaxia Hong Kong, Huaxia Capital, and Huaxia Wealth. The company serves over 45 million public holders and has distributed more than 128.2 billion yuan in dividends to holders, establishing its leading position in the fund industry with strong comprehensive strength.

Huaxia Fund's corporate vision is to become a respected asset management company with significant influence in the global capital market, where high-quality service is one of the essential elements. Therefore, the customer service department of Huaxia Fund has also formulated its own departmental vision: to make service one of the core competitive advantages of the company. Through innovative applications of information technology, knowledge base deployment, knowledge sorting, and system construction, it has addressed issues such as the increasing number of customers, rising service costs, high service experience requirements, significant cross-departmental talent output, high difficulty in employee training, and pressure on customer satisfaction, greatly enhancing the level of customer service.

Xiaoxia: The industry's earliest intelligent customer service robot.

In 2014, Huaxia Fund was the first in the industry to launch online intelligent customer service, achieving a breakthrough in enterprise-level intelligent dialogue and industry knowledge management, providing high-quality self-service for customers and greatly improving their search efficiency and accuracy.

Through continuous knowledge sorting and training, achieving good online results, directly saving 80% of online manpower. As service volume increases, the effects become more apparent; additionally, increasing manpower input and system collaboration further enhance hit rates and satisfaction. As of March 2017, the comparison of key indicators is as follows:

The application of intelligent customer service not only refreshes the customer service experience, but Huaxia Fund also actively spreads advanced concepts to other financial institutions such as funds/securities, making a positive contribution to optimizing industry structure and improving service efficiency and levels.

The Four Libraries not only support intelligent customer service.

Huaxia Fund builds a core knowledge asset library through the four constructions of the "Four Libraries and Complete Books".

Customer service library, explicit knowledge organization: ensuring that various core business issues and solutions can be effectively stored and updated, supporting core business operations such as voice customer service, online customer service, and customer self-service.

Service script library, implicit knowledge explicitization: focusing on 80% of common customer issues, ensuring that the vast majority of questions can receive standard responses; designing scenario confirmations and question branches for diverse customer scenarios to ensure customers receive the best service knowledge and experience.

Office document library, decentralized knowledge centralization: supporting departmental management and the development of various tasks in the front, middle, and back offices, achieving knowledge clustering of positions and processes. It plays a significant role in connecting knowledge-based employees' networks, reusing knowledge experiences, and promoting knowledge flow.

Training and learning library, internalizing external knowledge: a new employee training system and advanced training courses consisting of seven progressive modules and 38 courses, serving as the main platform for departmental employees to learn business knowledge and improve business skills.

Deepening management, creating a new benchmark for knowledge services.

From scattered to systematic, through knowledge management promotion, Huaxia Fund drives a series of changes in operations, assessments, and organization. Phone calls not only output solutions but also collect customer opinions, experiences, and knowledge; call volume is no longer the only goal, knowledge creation and flow are more important. Huaxia Fund has designed a complete knowledge management organizational structure, from contact center supervisors to knowledge experts, employees, and knowledge managers, coordinating knowledge operation management behavior guidelines, standardizing employees' daily knowledge management behavior, thus ensuring effective promotion of knowledge management.

By incorporating knowledge management assessments into the overall KPI examination system, separately setting knowledge management assessment indicators for evaluation, and providing external training, promotion, and other career development opportunities, as well as awarding various knowledge contributions, offering both material and spiritual rewards, points redeemable for electronic, office, and gift items, and granting titles, honors, and rankings, the activity level of knowledge management has been greatly improved.

Based on the overall customer service value model planning system blueprint, guiding Huaxia Fund's knowledge management to continuously deepen and optimize, creating a new customer service with industry benchmark levels!