Make refund smarter
Make refund smarter
Built for
Built for
Overview
Overview
I led the redesign of Didi's CRM for "no trip still charge" complaints, implementing automation that cut handling time by 14% and refund costs by 7%, with the program expanding to five countries and more scenarios.
I led the redesign of Didi's CRM for "no trip still charge" complaints, implementing automation that cut handling time by 14% and refund costs by 7%, with the program expanding to five countries and more scenarios.
Key skills
Key skills
PM (Product management)
PM (Product management)
PM (Product management)
PM (Product management)
PM (Product management)
PM (Product management)
PM (Product management)
PM (Product management)
PM (Product management)
PM (Product management)
PM (Product management)
PM (Product management)
PM (Product management)
PM (Product management)
PM (Product management)
Process automation
Process automation
Process automation
Process automation
Process automation
Process automation
Process automation
Process automation
Process automation
Process automation
Process automation
Process automation
Process automation
Process automation
Process automation
Dates
Dates
Nov 30, 2018
Nov 30, 2018
-
-
May 31, 2019
May 31, 2019
Industry
Industry
Transportation
Transportation
Challenges
Challenges
Didi uses a CRM (Customer Relationship Management system) to handle passengers’ complaints. User feedback showed that the customer service was slow and could easily make manual mistakes in the scenario “no trip still charge”, causing waste of manpower and budget.
Didi uses a CRM (Customer Relationship Management system) to handle passengers’ complaints. User feedback showed that the customer service was slow and could easily make manual mistakes in the scenario “no trip still charge”, causing waste of manpower and budget.
Actions
Actions
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 (e.g., auto judge responsibilities, and auto refund calculation). This program helped customer service team shorten handling time by 14% and cut refund costs by 7%.
As the program was proven useful in Australian market, it has been expanded to 5 more countries, and applied more customer service scenarios
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 (e.g., auto judge responsibilities, and auto refund calculation). This program helped customer service team shorten handling time by 14% and cut refund costs by 7%.
As the program was proven useful in Australian market, it has been expanded to 5 more countries, and applied more customer service scenarios
