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Customer Relationship Management
1. Project Overview
The Company places great importance on customer relationship management and has established a comprehensive CRM project designed to continuously enhance customer experience and satisfaction through multi-channel support, systematic feedback mechanisms, and transparent complaint handling processes.
Key projects for improving customer relationships:
1.1 Customer Dissatisfaction Survey
1.2 Customer Needs Research
1.3 E-commerce Website Complaint Platform (Complaint Webpage / Complaint Email / Complaint Hotline)
https://ebusiness.sitcline.com/#/topMenu/issueApply
https://ebusiness.sitcline.com/#/portContacts
2. Customer Support and Feedback Channels
The Company provides customers with the following multi-channel support and feedback mechanisms:
Channel Type | Description |
Online Submission Form/Email | Submit inquiries and feedback via the online form on the Company's website or the designated email addresses of each company (refer to the "Contact Us" and "Feedback" sections on the Company's official website) |
Dedicated Phone Line | A customer service hotline established to provide instant support |
On-site Service | Face-to-face service provided through the network of branches and offices |
3. Integrating Customer Feedback into Product and Service Development
The Company has established a process for systematically integrating customer feedback into product and service development. Customer insights are collected through multiple channels, customer suggestions and concerns are analyzed, and the relevant feedback is incorporated into route network optimization, service process improvement, and the design of new logistics products.
4. Special Customer Service Improvement Mechanisms
Committed to enhancing service accessibility and inclusiveness, the Company provides convenient service measures for customers with disabilities or elderly customers, including but not limited to: simplified website interfaces, optimized visual and readability features, and specialized face-to-face service training for customer service personnel.
5. Complaint Handling and Resolution Process
The Company has established a systematic complaint handling and resolution process:
5.1 Complaint Receipt Acknowledgement
Upon receiving a customer complaint, promptly acknowledge to the customer that the complaint has been successfully received and recorded, strengthening customer trust and setting expectations for the subsequent resolution process.
Accessible Channels: Provide multiple complaint channels such as phone, email, and website, and ensure smooth access to each channel;
Immediate Response: Contact the customer within 1 working day after receiving the complaint to confirm the situation and pacify emotions;
Detailed Records: Accurately record key information including the complainant's details, time, location, course of events, core demands, and supporting materials.
Transparent Resolution Timeline: Provide clear and open communication to the customer, specifying the expected timeline for the complaint resolution process, ensuring the customer is fully informed about the progress and expectations, and striving to shorten the expected resolution time to improve customer experience.
5.2 Complaint Handling
Classification and Judgment: Determine whether the complaint is valid. If not, explain tactfully to gain the customer's understanding; if valid, classify it according to the type of issue and the responsible department/branch.
Tiered Handling: For simple issues, frontline customer service at the port can be authorized to handle them directly; for complex or major complaints, an investigation procedure shall be initiated with a dedicated team to conduct in-depth root cause analysis.
Defined Timeframe: Handling must be completed within the stipulated time limit.
5.3 Result Feedback and Root Cause Improvement
Result Notification: Inform the customer of the resolution plan and outcome via phone, email, or other methods.
Data Analysis and Source Governance: Regularly categorize and analyze complaint data to identify the root causes of high-frequency and common issues, thereby optimizing business processes, strengthening employee training, and reducing similar complaints at the source.
5.4 Review of the Complaint Handling Process
The Company's complaint handling process is subject to an internal audit, conducted annually, to ensure the robustness, reliability, and compliance of the process.
6. Continuous Improvement of Customer Satisfaction
The Company incorporates customer relationship management into a continuous improvement cycle, regularly evaluating customer satisfaction levels, analyzing complaint data trends, identifying systematic improvement opportunities, and implementing improvement measures into operational practices.
For many years, the Company has adhered to the principle of balancing business development with corporate social responsibility. On the basis of compliant operations, it has strengthened the management and maintenance of customer relationships, achieving a win-win cooperation model characterized by customer satisfaction and trust. It focuses on improving customer experience and enhancing communication with customers through diverse channels to elevate their experience.
To promptly and clearly understand customer pain points and continuously improve customer experience, the Company has proactively launched a Customer Dissatisfaction Survey, a forward-looking initiative in the industry. Each year, it actively collects thousands of customer dissatisfaction questionnaires, gathering approximately 25 items of customer dissatisfaction across different aspects. Thematic discussion meetings are held to address these dissatisfaction items, with the Company's President and heads of all centers attending the meetings to discuss and communicate improvement plans for issues receiving frequent customer feedback. Over the past three years, the Company's customer satisfaction has continued to rise, with the proportion of satisfied customers exceeding 90%.