"The iceberg effect, that is, the part of the iceberg exposed above the sea, only accounts for one-tenth of the total volume." What you see is much smaller than the thing itself.
Above the iceberg is 3M, below is a century-old foundation with a dazzling array of products.
The American 3M Company was founded in 1902. As a world-renowned diversified technological innovation enterprise, it has persisted in using "technology to improve lives" for more than 100 years.
Its personal protective products and technologies have long been integrated into people's lives, from household products to medical products, from transportation and construction to commerce, education, electronics and communications... 3M is everywhere you look.
Based on Office Innovation (OI), Qunshuo creates highly integrated 3M personal protection, allowing users to "see above the iceberg, experience and gain below the iceberg."
With the powerful integration function of OI, Qunshuo focuses on 3M personal protective products and targets customers and employees in various industries to integrate 3M's many applications: product introduction, safety science popularization, live training, industry solutions, product selection tools, consultation and purchase. It has become a personal protection center as shown in the picture above, and has been enhanced and upgraded based on the original membership mini program.
Above the iceberg is personal protection, below is the customer-centered product and service center
There is another explanation for the iceberg effect in the field of business management: an information system that supports business management and decision-making is based on the correct collection and processing of a large amount of information data. The content that users see at the front desk may not be special. A lot, but in the background that it can't see, a much larger system is running.
Multinational companies like 3M will not let go of any opportunity for transformation. Various systems and platforms have been established naturally and are used in different scenarios such as office, production, and sales.
However, one supplier is responsible for one function, data cannot flow between each other, and systems are stacked on top of each other, creating a daunting system burden.
Qunshuo follows 3M's "customer-centric" intention to create a highly concentrated personal protection product and service center that is simple on the outside and clear on the inside.
1. Create a knowledge base of products and services
What do these products mean to 3M? It means that the path for customers to contact products is lengthened, and the difficulty for customers to understand product details has skyrocketed. In order to accurately reach customers, 3M must choose the right channel.
OI supports the online accumulation of various 3M product and service information, enabling quick "deposit, retrieval, and use" of product knowledge.
- live. Some have entered the data storage stage, while others are still stuck in files and disks. But no matter which stage you are at, you can use OI to realize online storage of knowledge assets.
- Pick. The index formed by product classification can help customers and employees quickly locate product information.
- use. All information can be shared by sending a link, no need to print multiple documents.
2. Customers obtain product information
The product center contains all information about the product: category, name, model, application scenarios, usage, maintenance, solutions, application industries, customer cases...
The purpose is to allow readers to find the products they need directly through the platform and have a detailed enough understanding of the products to facilitate subsequent cooperation or purchasing.
3M has a wide variety of products, and reasonable classification of products can effectively shorten the customer information retrieval link and give customers convenience in product selection. OI supports a variety of file formats: pictures, text, QR codes, links, videos, manuals... This makes the display of products more diverse and more exquisite than you can imagine. Through a variety of ways, let customers have a deeper understanding of the company's products.
3. The service center helps with product selection
Another problem with having so many products is that it’s hard to choose. Tens of thousands of products, different models, different usage methods, suitable for different industries, make people dazzled.
In order to alleviate customers' troubles, 3M has installed a selection tool in the protection center to guide customers' delivery needs. According to customer needs, it automatically selects appropriate products, improves product selection efficiency, and leaves time for more meaningful things.
OI brings together a variety of product selection methods, such as industry-oriented, product-oriented, and personal protection purpose-oriented. It not only selects suitable products, but also selects suitable product models in more detail.
Apart from 3M, other industries also have problems related to product selection, such as e-commerce, retail, medicine, electronic manufacturing, home furnishing, shoes and clothing. As long as there are multiple products that customers need to choose from, selection tools have their application value. It not only provides more ideas for employees and shopping guides to understand products, but also provides convenience for more customers.
4. Member communities extend customer relationships
On the basis of the employee community, OI extends 3M community services to customer relationships, creating a seamless member community for 3M both internally and externally, and bids farewell to the one-man show within the company.
This is an interactive platform that integrates employees and customers, expands the contact between enterprises and customers, and further penetrates 3M protective products into user groups from all walks of life through interaction.
This is also a technical exchange platform, where we can exchange ideas on various protection topics. Customers can ask questions about the product and wait for professional technicians to answer them.
Focusing on products, giving customers and employees equal community rights and enjoying community benefits such as redeeming points for protective products can help manufacturing companies better connect with customers.
Office Joint Innovation Platform (OI)
Office Innovation (OI for short) advocates "humanized office, starting from a mobile workbench".
From entry to resignation, it accompanies employees throughout their life cycle and provides many office components using mobile WeChat or Qiwei as the carrier. Assist employees to optimize office processes and improve work efficiency.
Fundamentally reconstruct the corporate office ecosystem through mobile and digital office methods.