FutureMove Automotive owns bountiful resource of industry senior experts, which could help OEMs and cooperative partners carry out business model design and operation process design, and refers to eTOM and ITIL model to establish perfect operation process, and deeply mines the service usage status to archive precision marketing through the collection and analysis of operational data.
For Telematics platform operation, a dedicated team is necessary for organization and cooperation to solve problems occurred as well as to provide service support and maintenance. The disability of support system will impact the system application. As a result, a topdown system is essential to ensure a clear division of responsibility, which helps to ensure system operation and maintenance, and further recognize that operation is the most important point comparing with continuous increase of client requirement and ever-changing technique.
In operation process, a service SLA and KPI will be set to arrange call quality and punctuality rate, as well as to improve operation process and system according to project requirement. Service traffic prediction will be set to predict process index. A clear KPI will be set to ensure staff could fully understand the operation feature, load and rule of 7*24 call center. Service level should be highly taken into consideration, as well as the objective, substantial, efficient pursuit of customer satisfaction.