Nov 30, 2018
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May 31, 2019
Didi faced challenges in managing passenger complaints using their CRM system:
Customer service was slow, leading to dissatisfaction.
Manual errors were common in the "no trip still charge" scenario.
These issues resulted in wasted manpower and budget.
As the product manager of the CRM, I led the entire project to redesign the customer service process in the scenario "no trip still charge." My team eventually launched smart automation at the CRM to accelerate staff's operation flow, such as auto-judging responsibilities and auto-refund calculation. This program helped the customer service team shorten handling time by 14% and cut refund costs by 7%.
As the program was proven useful in the Australian market, it has been expanded to 5 more countries and applied to more customer service scenarios.
