Case Studies

Haier keeps the flow going with BPO partner Rising Data Solutions

When the $8 billion Chinese appliance maker Haier chose to focus on American consumers, it created Haier America - the US-based Western Hemisphere sales and marketing arm of the multinational. The division was founded in 1999 with headquarters in New York and manufacturing in South Carolina and it today offers US consumers a diverse line of quality and innovative home appliances - these include refrigerators, wine cellars, air conditioners, laundry machines, televisions and more. The brand has become a major player in the US market and can now be found nationwide through renowned US retailers such as Home Depot, Lowe's, and Target.

Growing rapidly, Haier America found itself needing world-class, scalable customer support structures to keep up with its expansion. In its constant quest to provide superior quality to customers, it sought a cost efficient solution to optimize after-sales servicing for its North and South American product lines. Easy and accurate access to part numbers as well as correct and "easy to read" service manuals were on top on the list. The company contracted Rising Data Solutions, a US-based Business Process Outsourcing (BPO) company with operations in Ghana, to review the parts and manuals processes for all its products sold in the Americas.

Rising Data Solutions came up with a fast, efficient, secure, and cost effective solution. After mapping out a transition process and working hand in hand with the Haier team, Rising Data Solution transitioned the projects to its Ghana operations for implementation. The Rising Data team has since gradually taken responsibility for defining standard diagrams for the families of products, provides diagram preparation for all appliances, reviews exploded parts diagrams, proofs parts listings to ensure accuracy and, provides image mapping for online access to these part numbers. The team in Ghana also reviews service manuals to ensure the use of proper English and to improve the overall appearance and readability of the manuals.

By leveraging technology, Rising Data's highly trained Ghanaian staff and its geographical location, the business processes are optimized. The Internet provides secure and quick access to data, the staff ensure a quality service and the time difference between the continents plays to Haier's advantage - the Ghana team works on projects during their work day, sending deliverables in time for the Haier America team to receive them first thing in their morning.

"We have found a great BPO partner in Rising Data." said Don O'Malley, National Parts Manager at Haier America. "The transition of tasks and the work processes between our teams has been seamless. Rising Data's dedication, flexibility and capability to provide a quality result for us has made this a very positive experience. We look forward to an ongoing and growing relationship."

Rising Data's focus on process engineering, its trained staff and its geographic location provide a sensible, flexible and quality solutions for Haier. Furthermore, the cost savings to Haier America are estimated at 65% [compared to internal costs]. The multinational's goals of improved postsales servicing and costs reduction are being met. End customers and service professionals alike now have online access to accurate and timely parts information, and to quality service manuals -- ultimately improving the customer experience.