Jiang Nan Shi Bao·2025-12-15 13:44Core Insights - The article discusses the establishment of a business operations expert database by the Nantong branch to address operational challenges, enhance customer experience, and improve efficiency [1] Group 1: Expert Database Construction - The Nantong branch identified operational pain points such as insufficient professional support and business bottlenecks, leading to the creation of an expert database as a key initiative for empowering frontline staff and improving quality and efficiency [1] - A diverse expert team was formed by selecting outstanding employees with strong business capabilities and communication skills, ensuring coverage of core business areas such as cash operations and account management [1] - A dynamic management mechanism was established to evaluate experts quarterly, using a points system to reward high performers and adjust underperformers, ensuring the expert database's professionalism and effectiveness [1] Group 2: Multi-Dimensional Support System - An "instant Q&A" mechanism was implemented to allow branches to directly connect with experts via dedicated WeChat groups, significantly reducing response times for inquiries [2] - A knowledge case database was created to compile over 150 records of daily Q&A, categorized by business areas, facilitating easier reference for branch staff [2] - Quarterly offline case review meetings are held to analyze typical cases and extract replicable operational processes, enhancing training and knowledge sharing [2] Group 3: Significant Outcomes - The expert database has successfully resolved 158 complex issues for branches, reducing the average problem resolution time from 1-2 working days to 0.5 working days, and decreasing communication costs by 52% [3] - Complaints due to employee unfamiliarity with business processes have decreased by 65%, while customer satisfaction has improved from 96.54% in Q2 to 99.55%, indicating a positive trend in customer experience [3]