RPA Digital Staff is an emerging driving force for Midea Group's digital change, which is in line with the company's strategic goal of reducing costs and increasing efficiency, and plays an indispensable role in improving efficiency in digital transformation. Ztenith has created a total of more than 70 automated processes for Midea Group Group's Kitchen Heat and Water Heating Division, Washing Machine Division, Microwave Cleaning Division, Living Appliances Division, Anderson Intelligent Union, Human Resource Sharing, and China Regional E-commerce Customer Service and other entities, realizing an annual substitution of about 10W+ equivalent manpower hours, and an increase in the average processing efficiency of the business by up to 68%.        

The business pain points of the United States:

Business side: huge business processing volume (customer service, data operation, order processing, etc.) during big promotion activities;

System side: numerous internal and external systems, external e-commerce platforms are not connected to the internal merchanting system, but the interaction is frequent;

Data side: a large amount of raw data related to store sales/customer service performance/promotion placement/operational analysis needs to be processed and is relatively decentralized;

Personnel side: a large number of mechanically repetitive work in front-line customer service/store/warehousing/data/finance/manpower has low added value and frequent personnel changes.

Since 2021, successively in the Midea Group's Midea international German e-commerce, China regional e-commerce customer service, Andean Smartlink, human resources sharing, kitchen heat and hot water division, washing machine division, microwave cleaning division, living appliances division to carry out the RPA propaganda, the organization of the collection of demand and review work. In-depth combing of after-sales customer service, finance, human resources, data operation, warehousing and logistics, live operation and other areas of business processes and operational links, optimization of existing business processes and design of robotics processes, and "implementation + empowerment" service support mode, through the transmission of the way to train members of the field of the Golden Seed, to promote replication of other areas, to improve work efficiency. Enhance work efficiency.

1. Through the construction of the RPA program in the Kitchen & Heat Business Unit, "digital employees" have been formally "onboarded" in multiple business lines, including e-commerce finance, e-commerce customer service and digital operation, and they are responsible for after-sales customer service, financial reconciliation, order data monitoring, e-commerce data collection, and other basic work, which can realize 5W hours per year. It can realize the replacement of equivalent manpower working hours of 5W hours in a year. With its help, the efficiency of process handling is significantly improved, the original business workload is released, and employees will have more time to devote to high value-added work；

2. The washing machine division automated the process by building a merchandise data collection robot, realizing that the robot automatically completes the external e-commerce platform data capture and warehousing at regular intervals every day, which significantly improves the process efficiency, and the warehoused data facilitates the subsequent data analysis and operation optimization;

3. AndeWise went online with robot processes such as "payable prepayment ageing reclassification", "master deduction claim" and "receivable overdue daily report" in the field of finance and accounting, which helped to improve the timeliness of task processing and increase efficiency by more than 50% ;

4. Organizational adjustment robots in the field of human resources sharing help to automatically complete the company's organization of new construction, leveling, merging, updating, revocation operations, online and offline data interaction, process efficiency has been effectively improved, from a daily average of 3 hours of manual processing time to 20 minutes of robot processing time; social security and commercial insurance robots to automatically complete the Group's various units of the main body of the social security and commercial insurance insurance data export, replacing manual low-value mechanical repetitive work. The social security and commercial insurance robot automatically completes the export of social security and commercial insurance participation data of each main unit of the Group, replacing low-value mechanical repetitive work by manual labor.

5. The automatic order delivery robot of the international e-commerce department handles 300+ orders on average per day, saving 2,000+ labor hours per year, and the improvement of order processing efficiency has also brought about the improvement of customer satisfaction.