Avaya Helps China’s Automotive Service Provider Tuhu Deliver Outstanding E-commerce Experience with Next-Generation Contact Center Solutions

08 Aug 2016

Avaya Professional Services provides consulting, implementation, operation and maintenance services for contact center upgrade; project completed from design to full operation in one month

Beijing, 2016 – Avaya announced today it is working with Tuhu.com, China’s largest B2C automotive maintenance e-commerce service platform, to deliver a next-generation contact center and set up a new benchmark for customer experience in the e-commerce industry.

After rapid growth in recent years, Tuhu’s business now covers 395 cities across the country including more than 10,000 stores. Call volumes at its customer service centers has also risen rapidly, putting the old system under increasing pressure. In addition, Chinese shopping festivals such as “11.11” and “6.18” have brought additional challenges, with the system having to deal with sudden increases in demand for service during peak periods.

Tuhu chose to deploy Avaya contact center solutions and effectively connect the two customer service centers located in Shanghai and Wuhu of Anhui Province, with Avaya Professional Services providing consulting, implementation, operation and maintenance services throughout. From design, customization, deployment to full operations, the whole project took only one month, and helped Tuhu successfully get over the first "11.11" shopping peak after the upgrade.

The operation and service efficiency has increased significantly.  The number of customer service agents has increased from 100 seats to 450, with the capability to expand to up to 5,000 seats in future. Tuhu puts great value on stability, and Avaya’s solution can achieve 99.999% reliability. Even during the shopping festivals or sales-promotion periods, Tuhu’s customer service center still achieves efficient operation. Pre-sales consulting, order confirmations, customer visits and other services can be conducted in a very organized way.

Tuhu plans to add more application modules to the current customer service platform in the future, and build up an omni-channel contact center. Thus, no matter what channel customers use to contact Tuhu, they will receive consistent service experience. The user interaction data obtained from different channels will be analyzed and managed in a unified manner. The customer service center system can also connect to Tuhu’s CRM and ERP systems, so that Tuhu can refine the management of customer relationships based on analysis of the data and draw dynamic profiles of customers, providing accurate, proactive, and personalized service for them.

In addition to Avaya Professional Services, Tuhu  has deployed a total contact center solution from Avaya including routing, workforce management, recording and self-service, as well as Avaya Aura 6 and virtualization solutions. 

 “We are honored to assist Tuhu in building the next-generation contact center, facilitating enhanced customer experience and laying a foundation for continuous growth.  For e-commerce companies in China, customer experience has become the focus of competition.  With leading technologies, global expertise and best local practices, Avaya can provide best of breed customer service management solutions to the burgeoning e-commerce industry of China and help the e-commerce companies enhance competitiveness.” 
-- Chen Wei, Managing Director, Greater China, Avaya

"We are deeply impressed with the high stability of Avaya solutions and its ability to integrate with other technologies and applications.  The rich experience of the team in the e-commerce industry and their consulting capability are also major reasons behind our choice.   Since the project was completed in a very short time, we did not feel business disruption because of the upgrade.  Tuhu is in a rapidly changing industry, which requires us to quickly respond to market changes and customer needs, and provide the best services in the industry. The new contact center platform will help us achieve these goals. "
-- Yu Bing, IT director of Tuhu

About Tuhu
Tuhu (tuhu.cn), founded in Shanghai, 2011, is China's first domestic car maintenance B2C e-commerce platform. Tuhu’s main products and services include car maintenance and car decoration, providing customers with a service model of “online booking + offline installation”.

Customers can purchase Tuhu’s products and services through the website, telephone, WeChat, APP, and major e-commerce platforms. Offline, Tuhu currently has more than 10,000 cooperative stores, and its service capability covers 31 provinces and 395 cities. The stores provide customers with pay after installation service, ensuring a good shopping experience.

Currently, Tuhu is the largest  B2C e-commerce platform in China’s after-sales car maintenance market.

About Avaya:
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Development Platform enables third parties to create and customize business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information, please visit www.avaya.com.

Michael Miao

+86 10 8516 5519