How to Break Through in Healthcare Digital-Intelligent Service Upgrade? DiAn Diagnostics × Udesk Technology Provides a Practical Model
Since 2020, online consultations have experienced explosive growth. Beyond the impact of the pandemic as a “black swan” event, the underlying drivers include the cumulative strength of China’s digital infrastructure built over decades, the evolving needs of contemporary enterprise users, and the upgrading of capabilities across three dimensions: new supply chains, new design, and new marketing. Amidst the transformations brought about by big data and AI technologies, traditional industry enterprises have reached a critical juncture for transformation and upgrading, while IT companies that made early strategic investments are now seizing new opportunities.
Lin Meiqin, General Manager of the Customer Service Center at Dian Diagnostics Group, immediately felt the impact of the “surge” in online consultations.“Peak daily consultation volume exceeded 10,000, while the usual volume was around 2,000.”“To rapidly address urgent customer needs and alleviate call center pressure, Dian Diagnostics swiftly mobilized personnel from other functional departments to provide support, expanding the customer service team—including external hires—to nearly 80 members.”
Lin Meiqin, General Manager of the Customer Service Center at Dian Diagnostics Group
However, this is not a sustainable long-term strategy. In March 2021, the Customer Service Center of Dian Diagnostics initiated an intelligent upgrade, aiming to leverage AI-powered customer service tools to filter out and handle simple, repetitive tasks during surges in consultation volume. This approach allows complex and challenging inquiries to be addressed by human agents, while also facilitating the development of highly specialized customer service professionals and enhancing service experience design, process optimization, and data application across all media and channels.
“We aim to build a Dian customer service team with genuine core competitiveness through an ‘AI robotics + human agents’ model, becoming a pioneer in delivering superior digital-intelligent experiences in the healthcare industry.”“Lin Meiqin stated. After three months of research and communication, Wofeng Technology emerged as the preferred partner for Dian Diagnostics.”
Udesk is an AI-driven provider of customer service, CRM, and customer experience solutions. Leveraging core technologies such as artificial intelligence, big data, and cloud computing, it has developed a leading integrated solution for the entire customer lifecycle in China.Featuring a comprehensive product portfolio including Udesk, GaussMind, ServiceGo, Weifeng SCRM, and CusBridge,Apply full-dimensional intelligent systems to various business scenarios, including marketing and customer acquisition, sales management, and customer service. To date, Udesk has served over 50,000 enterprises and public organizations worldwide, including 150 of China’s Top 500 companies and 60 of the Fortune Global 500.
“We had previously heard of Wofeng Technology, and after comparison, we found that the recognition accuracy of Wofeng Technology’s Udesk intelligent customer service system outperforms those of other vendors,”We place greater emphasis on their team’s overall collaborative capabilities, as well as their ability to help us rapidly launch a SaaS model and continuously iterate, thereby laying the foundation for our collaborations with peers in the health and medical industry.“Meanwhile, Udesk’s comprehensive end-to-end product portfolio, its commitment to innovation, and its results-driven approach centered on technology and service align perfectly with our requirements for partners.”
From the perspective of Wofeng Technology, Dian Diagnostics is a pioneer and leader in China’s medical diagnostics sector. With third-party diagnostic services as its core business, Dian Diagnostics is committed to providing integrated medical diagnostic solutions. Its business scope encompasses medical diagnostic services, R&D of diagnostic technologies, production and marketing of diagnostic products, CRO, forensic appraisal, health management, and cold-chain logistics. The company has established a nationwide network of 40 chain medical laboratories, served more than 20,000 medical institutions across China, and cumulatively provided services to over 460 million individuals, thereby empowering the development of the greater health industry.
With mutual understanding established early on and deepened through subsequent in-depth exchanges, Dian Diagnostics and Udesk quickly developed a strong collaborative synergy. The two parties maintained efficient communication through an “on-site + online project group” model, enabling rapid response to requests and needs.WoFengkeji has established a support team comprising product managers, technical managers, project managers, and customer service managers for Dian Diagnostics’ various product lines. This team provides 24/7 assistance throughout the entire service lifecycle, including requirements gathering, preliminary training, configuration, and application guidance, to ensure comprehensive end-to-end service support.
In mid-July 2021, a resurgence of the epidemic in Nanjing triggered an explosive surge in consultation volumes. In response, the Customer Service Center of Dian Diagnostics Group swiftly established a project team and collaborated with the Group’s Information Management Center and Udesk to prematurely launch their intelligent AI system. Udesk responded rapidly, compressing the original two-week project timeline into just three days to complete the deployment and go-live of the IM system and intelligent AI chatbots.
On July 29, the first day of the launch of “Dian Intelligent Services,” the AI bot achieved a problem-resolution rate of 58% and a question-and-answer accuracy rate of 75%.“Leveraging the self-learning capabilities of robotic customer service agents and adopting a human-machine collaborative approach, the resolution rate and matching accuracy have continuously improved during ongoing application. This has significantly enhanced service efficiency and ensured the smooth handling of customer needs during the epidemic response. ‘Conservatively estimated, this service has saved us the labor costs of approximately 20 staff members,’ said Lin Meiqin.”
This is one of the case studies from Udesk’s service provision for Dian Diagnostics. After several months of continuous use and intelligent training, the total volume of robot interaction data has exceeded 260,000 instances, diverting approximately 43% of hotline call traffic for Dian Diagnostics, with both resolution rate and matching rate rising to over 80%.
“By leveraging human-computer interaction, a significant amount of manual labor has been liberated. While substantially enhancing service efficiency, it also ensures the seamless resolution of customer needs,”Customer satisfaction also reached 99.5%.“Lin Meiqin introduced.
“Initially, we only procured Udesk’s robotic customer service and SaaS solutions to handle consumer inquiries. However, after gaining a comprehensive understanding of Udesk’s full product portfolio, our perception of the company evolved. For instance, by adopting Udesk’s integrated customer experience solution, we no longer need to grapple with compatibility issues arising from interfaces across multiple vendors’ systems.”
Currently, Dian Diagnostics has deployed Udesk’s AI-powered intelligent service solutions across its four major business segments—laboratory testing, health checkups, Xiaofeijian (TOC), and finance—integrating online services across multiple channels and platforms, including WeChat Official Accounts, Mini Programs, DingTalk, and websites, thereby achieving omnichannel digital management.
During its collaboration with Dian Diagnostics, Udesk has been continuously exploring ways to deliver enhanced services. “As our communication deepened, we gained insight into Dian Diagnostics’ needs for customer acquisition in its consumer-facing (C-end) business. Leveraging our expertise in this area and our mature solutions for C-end customer operations, such as the Weifeng SCRM platform, we have provided Dian Diagnostics with practical recommendations,” said Fu Liang, Vice President of Udesk.
Fu Liang, Vice President of Udesk
Xiao Fei Jian is the flagship brand of Dian Diagnostics’ consumer-facing business line. It is a third-party online internet testing platform under Dian Diagnostics that directly serves individual consumers, functioning as an O2O testing platform that brings hospital laboratory services online. In 2021, Dian Diagnostics launched version 2.0 of its consumer business, establishing an industry-leading online testing platform by leveraging the “Xiao Fei Jian” mini-program and testing platform. During this year’s Double 11 shopping festival, “Xiao Fei Jian,” supported by the “Dian Health Checkup” Tmall flagship store, stood out amidst fierce competition in Tmall’s Medical and Health sector, successfully earning nominations on two leaderboards: “Top 10 Health Checkup Brands” and “Top 5 Most Popular Testing Products.”
How to achieve channel integration? How to drive customer acquisition and traffic? And how should the entire customer relationship management (CRM) process, including customer operations and effective referrals, be implemented? As Dian Diagnostics transitions from a traditional industry model to an internet-based platform, it faces a series of challenges. To address these issues, Udesk Technology provides an SCRM platform based on WeCom.
Weifeng SCRM covers the entire marketing management process from pre-sales to in-sales and after-sales,Leveraging Udesk’s years of expertise in the customer service domain and its deep partnership with WeCom, it helps clients establish new customer engagement channels to aggregate and serve customers more comprehensively.
For most enterprises, initial customer acquisition and traffic generation, along with follow-up and sales in later stages, are indispensable. Weifeng SCRM is designed to facilitate communication between businesses and customers, providing deeply integrated functions such as traffic-driven customer acquisition, customer relationship management (CRM), compliant chat monitoring, community operation and promotion, and intelligent customer service, thereby leveraging marketing tools to boost sales performance.
“Under the impact of the pandemic, Dian Diagnostics’ customer base rapidly consolidated. As Udesk deepened its implementation of comprehensive solutions spanning marketing and customer acquisition, in-sales follow-up, and after-sales service, consumers not only underwent a significant shift in their depth of understanding of Dian Diagnostics but also entered its private domain traffic pool.”
“Although the Weifeng SCRM features have not yet been fully launched on Dian Diagnostics’ platform, we are highly optimistic about the impact it will deliver,” said Lin Meiqin. She explained that Dian Diagnostics aims to leverage Weifeng SCRM to integrate the internal sales systems of its more than 40 subsidiaries and connect with over 20,000 hospitals, thereby laying a solid foundation for future operations.
Udesk, the all-scenario intelligent customer service system, marked the beginning of Wofeng Technology’s journey and propelled it to prominence within the industry.Among the five completed funding rounds totaling RMB 700 million, prominent investors included Tiger Global Management, Legend Capital, DCM, and Coatue.
However, enduring success has not diminished Udesk’s courage; the company has been continuously engaging in self-revolution. Starting with customer service, Udesk independently developed its AI Yuanxin Engine and launched the GaussMind intelligent product line this year. It also built ServiceGo, an AI-driven integrated sales and service platform centered on after-sales support. Furthermore, through deep collaboration with WeCom, Udesk introduced a WeCom-based SCRM solution for managing private-domain traffic.Ultimately, it has formed an integrated customer full-lifecycle solution comprising 5 product lines and 17 product portfolios.
Wofeng Technology's Integrated Customer Lifecycle Solution
Wofeng Technology’s client base coversMultiple sectors including Greater Health, Food & Beverage/Food, Energy/Manufacturing, Retail, Finance, and Real EstateIn the broader health sector, Udesk has segmented its business into five branches: pharmaceutical manufacturing, medical devices, pharmaceutical distribution, medical reagents, and hospitals, and has developed detailed solutions for each of these five verticals.
Regarding the driving forces behind product iteration, Fu Liang believes that they stem from the internal self-motivation to build stronger competitive barriers and a comprehensive innovation incentive mechanism.
Udesk attaches great importance to R&D capabilities, adopting a dual R&D center model in Beijing and Wuhan, and has established an R&D team of 400 members. Over the past year, the Wuhan R&D center team achieved growth from zero to 100.
To foster innovation, Wofeng Technology has established a comprehensive internal incubation and incentive mechanism that encourages team members to adopt an agile “small steps, fast pace” approach to new product development. For instance, phased non-monetary and monetary rewards are provided for achievements in patent applications, software copyright registrations, and the exploration of new solutions and application scenarios.
The glamour and buzz on stage are for the audience; only Wofeng Technology itself knows that the podium showcasing its five product lines was built upon countless unsuccessful product projects. Nevertheless, its posture of challenging everything is commendable, as even failures broaden the imagination of those who follow. As Fu Liang of Wofeng Technology stated, “For IT companies, failure is inevitable on the path forward, and success is built upon countless failures.”
Currently, Udesk has built a safe harbor with its comprehensive customer lifecycle products, sufficient to protect itself during industry transformations. Where will Udesk’s next stage of journey and route be? It is worth our collective anticipation.