Wanhua Chemical

Wanhua Chemical Group Co., Ltd. is a leading global company in the advanced chemical materials industry, driven by technological innovation. Its business covers polyurethanes, petrochemicals, fine chemicals, and other fields. As digital transformation deepens, companies are increasingly demanding the stability, responsiveness, and intelligence of IT services, necessitating the construction of an efficient and agile IT service system.

Project Background

Driven by the strategy of global industrial upgrading and digital transformation, Wanhua Chemical focuses on the intelligent upgrade of its IT service system:

1. ‌Service model scenario-based transformation
● Existing workbench functions need to adapt to the differentiated needs of multiple business lines
● There is room for further development of modular construction of service components

2. Process application transformation
● Cross-departmental collaborative processes need to be more flexible
● Personalized demand response mechanisms need to be built in layers

3. Systematized development of knowledge assets
● Automated responses to high-frequency questions need to be improved
● Mechanisms for the structured accumulation of expert experience need to be improved

4. Strengthening ecosystem openness
● Platform interface standardization needs to be improved
● Enterprise-level application platform integration capabilities need to be expanded

Cooperation goal: To achieve service process reconstruction and efficient cross-departmental collaboration through the intelligent ITSM 2.0 platform

Solution

Based on the Yanqianyun IT service management platform, we focus on three major upgrade directions:

1. One-stop service portal
● Integrated with Huawei Cloud Call Center, supports one-click order transfer, and improves service flow efficiency by 40%
● Customized department-level service interface to meet the differentiated needs of multiple business lines

2. Intelligent Service Delivery
● Low-code visual workflow: Reduce IT dependency and automate cross-departmental collaboration processes
● Dual-engine drive (action + process): Increase work order processing efficiency by 60% and reduce response time to 30 minutes

3. Knowledge Intelligence Application
● AI Q&A: Automatically identifies 80% + of common problems, reducing manual intervention by 50%
● Enterprise Knowledge Center: Accumulates 5,000+ solutions, supports employee self-service inquiries, and increases problem resolution rates by 35%.

Project Results

1. Efficiency Leap: Call center ticket creation time reduced by 70%, and a total of 52,000 tickets processed

2. Cost Optimization: The intelligent question-answering system saves IT labor costs annually

3. Ecosystem Expansion: The platform opens APIs to connect to over 10 enterprise applications, supporting the development of a future intelligent service ecosystem.

Project Results

Zhenzhi Technology's intelligent ITSM platform not only solves the problem of rigid service processes, but also provides a sustainable IT service engine for the group's digital transformation through knowledge asset accumulation and low-code agile development. In the future, we will continue to explore AI-driven service innovation models.