Affected by the COVID-19 epidemic in the past three years, the film and television industry has experienced a certain degree of shock and adjustment, but it has also shown strong resilience and potential. In 2023, the scale of China's film and television industry may reach about 260 billion yuan, an increase of about 11% year-on-year. The development trend of the film and television industry is mainly manifested in three aspects: content innovation, model innovation, and industry integration, with the characteristics of diversification, intelligence, and experience.
With the continuous recovery of the economy, the improvement of people's income level, the continuous advancement of technology and policy support, the scale of China's movie theater market will usher in rapid growth. The number of offline stores of Dadi Cinema Group is also increasing, and its business is also expanding rapidly. Due to the complexity of the group structure and the diversity of businesses, it is urgent to build a system operation and maintenance management system. Yanqianyun provided Dadi Cinema with an integrated IT service management platform construction solution to further improve Dadi's information system operation and maintenance management level, ensure continuous and effective services, ensure the flexibility and response speed of enterprise business systems, and meet the needs of enterprises. Process system management requirements.
Dadi Cinema Group is a comprehensive enterprise integrating cinema investment, construction, operation and management. It owns five major brands: Dadi Cinema, Orange Sky Golden Harvest Cinema, Freeman Cinema, Zhongrui International Cinema, and Yueyinghui Cinema. After more than ten years of development, Dadi has become a full-scale commercial service company with film culture as the core by virtue of standardized chain operation, standard information construction and high-quality humanized service. Based on the future, Dadi will strive to create an experiential business district with multiple business types, and integrate diversified film culture into the consumer life of the masses.
| Complicated services and management brought about by the rapid growth of the group
As a mainstream cinema chain brand in China, Dadi Cinema Group has more and more stores, and its business is also expanding rapidly. Due to the complexity of the group structure and the diversity of businesses, multiple sets of work order systems have been introduced. Service efficiency, but long-term use has encountered the following problems:
1. There is a lack of a unified service portal , store employees carry out bills of lading in business modules distributed in multiple work order systems, and the bill of lading methods are different.
2. There are many channels for receiving orders , and multiple work order systems are used at the same time. The daily work of support staff is often interrupted, and the efficiency of tracking and feedback on problems is greatly reduced.
3. It is difficult to evaluate the workload , and the urgency and priority of problems defined by multiple systems are mixed, making it difficult to effectively sort the daily work.
4. Duplicate problems are difficult to settle , multiple systems settle separately, and it is difficult to unify and summarize.
5. Lack of a unified service data management platform , it is difficult to analyze and optimize the situation of IT services.
| Solution of Yanqianyun Intelligent Integrated IT Service Management Platform
On the road of digital construction, Dadi Film and Television Group pays more attention to the speed and efficiency of dealing with problems in each store, as well as the accumulation of knowledge in each business field. In order to further improve the operation and maintenance management level of Dadi's information system , ensure the provision of continuous and effective services, ensure the flexibility and response speed of enterprise business systems, and meet the requirements of enterprise process and systematic management, Yanqianyun provides integrated IT service management The platform construction solution takes event management as the main line, process sorting as the means, and knowledge accumulation as the support to improve the response speed and work efficiency of Dadi operation and maintenance event processing, and build an operation and maintenance management system for the entire life cycle of the enterprise.
01Unified service portal, simplified and improved service efficiency
After the introduction of Yanqianyun, Dadi replaced the original multiple work order systems, and the problems encountered by 10,000+ people in 250+ theaters and various business fields were managed in the Yanqianyun system, which is convenient for end users in the portal After submitting work orders and querying knowledge, operation and maintenance personnel also enter and process work orders through a unified service portal to accumulate work order knowledge.
With the help of the low-code out-of-the-box components of the Yanqianyun system, it customizes the IT service process that adapts to Dadi's business scenarios. From submitting documents, processing documents to submitting document solutions, and closing documents, Yanqianyun integrates the different business scenarios of Dadi The configuration of document rules and action management is automatically transferred to the designated node for processing, and the entire IT service process is organized in an orderly manner, which greatly improves the efficiency of problem solving.
02Exclusive intelligent customer service, collaborative operations to provide precise services
In order to improve the IT service management level of Dadi and release more productivity, Yanqianyun provides intelligent customer service robots to cooperate with the operation and maintenance team to provide more targeted services for customers with 24-hour uninterrupted service.
The intelligent customer service robot is connected to the WeChat Yanqianyun application of Dadi Enterprise, and helps answer users' questions through intelligent replies before manual service intervention, reducing the pressure on operation and maintenance personnel; when the intelligent customer service robot cannot provide a solution, the robot will provide a quick bill of lading entry. Accurate intelligent question and answer is inseparable from data construction. Yanqianyun intelligent customer service robot uses the question and answer database and knowledge base as data support to answer user questions and push similar questions. For the data construction of the question and answer database and the knowledge database, Yanqianyun adopts a "circular" construction . After the user submits the work order, the operation and maintenance personnel submit the solution and then the work is transferred to the knowledge with a single key, forming the "nutrient" of the question and answer database and the knowledge database. It is used by users who ask questions later, forming a closed loop of work order management and making smart customers more accurate.
03 Summarize business knowledge and quickly build a complete knowledge system
In enterprise ITSM application scenarios, knowledge serves as a link between the past and the future. It can not only help enterprises to accumulate internal information and experience, but also serve as a reference when the enterprise's IT department provides services internally and externally to reduce part of the service manpower and reduce costs. To increase efficiency, Dadi uses Yanqianyun Knowledge Center for knowledge storage and knowledge precipitation.
In the context of Dadi’s multi-business modules, there are many sources of knowledge, and multimedia data formats such as videos, pictures, and texts are often used to construct knowledge content, including knowledge generated from work orders, and to accumulate knowledge in the process of enterprise development. Currently, there are nine major The knowledge space manages the knowledge in fields such as contracts, HR, and office coordination . For the management of overall knowledge, Dadi uses the knowledge space to isolate knowledge. The personnel of each department can only view the knowledge in their own business fields. As for the open operation manual, it is completely open for all Dadi personnel to consult.
The generated knowledge is widely used in:
1. Intelligent search and recommendation when the end user submits the bill, avoiding the repeated bill of lading in multiple stores and reducing the workload of operation and maintenance personnel;
2. Operation and maintenance personnel can directly refer to knowledge when processing documents, and quickly provide solutions to end users.
04Intelligent data analysis, precise analysis to improve user satisfaction
In order to help Dadi fully understand and utilize IT service data, Yanqianyun provides IT service visualization solutions , builds a data analysis and BI platform for all IT service personnel, integrates FineBI business intelligence software, and combines Dadi's multi-store and multi-business field classification Based on industry experience, FineBI analysis reports are embedded in the IT service management system to help Dadi accurately analyze the IT service process and improve the overall business level.
| Comprehensive improvement of service efficiency, helping to promote the digital construction of the film and television industry
Dadi Film and Television Group, as a leader in China's cinema industry, is committed to creating an experiential business circle with multiple business formats, and integrating diversified film culture into the consumer life of the masses. Zhenzhi Technology provides Dadi with Yanqianyun intelligent integrated IT service management platform to build a benign IT operation and maintenance ecosystem. As a powerful engine for the digital construction of Dadi Film and Television Group, it will continue to empower Dadi to optimize IT service processes and focus on improving service satisfaction. Make intelligent services within reach.