Lege

Lectop Ergonomics Technology Co., Ltd. focuses on the smart home and office fields. Its core products include smart height adjustable tables, electric beds, fitness chairs, etc. It is committed to using health technology to improve the work efficiency and living comfort of global users.

Project Background

In the process of business scale development, the Loctek IT team focused on upgrading service efficiency:

‌1. Standardization of work order processes
● The current manual recording mode has room for process optimization
● The closed-loop management mechanism for the entire work order life cycle needs to be improved
● Task response timeliness needs to be improved to the industry benchmark level

‌2.‌ User service portal integration
● Telephone/email/group chat and other repair reporting channels need to be systematically integrated
● Service request information integrity needs to be strengthened
● Establish a unified knowledge base to reduce repetitive inquiries

‌3.‌‌ Intelligent Operation and Maintenance System Construction
● The construction of a historical fault case database needs to be accelerated
● There is room for implementation in the deployment of automated diagnostic tools
● The service satisfaction monitoring system needs to be continuously optimized

Digital transformation goal: Build an enterprise-level intelligent service hub to standardize service processes, automate operational response, and digitally upgrade user experience.

Solution

Intelligent IT Service Management Platform | Four-Dimensional Empowerment of Enterprise Operations and Maintenance

1. Intelligent automated work order dispatching system
addresses pain points: AI identifies fault types and automatically matches engineers, reducing response time to 10 minutes (increasing work order management efficiency by 60%)

2. Global root cause analysis platform
for precise location: Linking historical work order data to build a root cause map, reducing the recurrence rate to less than 5% (increasing IT operations accuracy by three times)

3. SLA-driven secure change process
: Compliant and controllable: Tiered approval (emergency/standard/normal changes) + automated execution engine, increasing change success rate to 98% (enterprise IT service compliance reaches 100%)

4. Omnichannel user experience optimization
Omnichannel user experience optimization

Project Results

A leap in operational efficiency: Manual intervention in ticket processing was reduced by 70%, and MTTR (mean time to repair) was shortened from 4 hours to 30 minutes.

User experience upgrade: Multi-channel repair reporting now covers 100% of employees, and IT service satisfaction has increased from 68% to 95%.

Significant cost reduction: Knowledge base reuse solves 60% of duplicate issues, reducing annual operation and maintenance costs by over 2 million yuan.

Value Benefit

Business continuity assurance: Fault response time is increased by 4 times, supporting Logchuang's global business expansion without interruption.

"Digital Transformation Benchmark": Standardized IT service processes implemented, selected as a "Smart Home Industry IT Service Best Practice Case"

Long-term growth engine: Data-driven operation and maintenance strategy iteration, increasing user demand forecasting accuracy by 90%.