AI/IoT/Analytics, Multi-Cloud, Service Excellence

China’s Technology Revolution: The 3rd Platform Is Here

By Gloria Yu Senior Manager, Remote Customer Service September 8, 2014

The latest hot topic in China is regarding mobile apps that allow you to order a taxi. Nowadays, if I go anywhere by taxi, instead of standing in the street and waving, I will use the mobile app to report where I am and where I want to go before I leave home. In just a couple of minutes, a driver will accept the ticket and pick me up. The two taxi apps in China that are the most popular are Kuaidi and Didi (which are similar to Uber in the U.S.) Introduced in 2012, these two companies have over 160 million users, 98% of China’s market and anywhere from 12-15 million customer calls per day. I love the convenience of these apps, but they also make me wonder—why have mobile apps grown so much in popularity and what does this mean for the IT industry?

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  • Time Savings: These apps have changed the way people call taxis as they no longer have to wait on the street for the vehicle to arrive,  even during the rush hour. It is reported that on average 14.3 minutes can be saved in waiting time.
  • Simplified Payments: When the trip is over, people can pay directly through their app, which their bank account is linked to. This is not only convenient for customers, but also saves lots of time for drivers. I learned from speaking to local drivers that, without this mobile payment option, they spend lots of time dealing with the monetary transaction and are responsible for having extra cash on hand at all times.
  • Unique Motivation: At the end of every trip, the driver and passenger will receive some compensation ($2 for the driver and $1 for the passenger) from the two app companies. These two companies invested almost $230 million in 80 days to provide these tangible and enticing incentives.
  • Customer Service Impact: With these two apps, the traditional taxi call center service has been severely impacted. According to Eastday News, a typical call center with 100 employees can handle 50,000 calls per day at its peak, while the app is able to handle 600,000 calls per day.

It is incredible to see how two taxi apps have transformed the customer experience in China. And what is even more interesting is how mobile is changing our lives in other ways—we use apps to decide which restaurant to eat based on our mood and buy new furniture in a matter of a few clicks. I spoke with Ctrip (a leading China travel company) General Manager, Jason Shi, and he informed me that his company is definitely focused on mobile. This means that any new feature will be released on mobile apps first and then on the website. This is a significant shift in Ctrip’s strategy from just a year ago.

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The mobile revolution that is taking place with China’s consumers is also impacting the B2B market. Technology solutions that center on social, mobile, cloud and big data are increasingly important to companies. As organizations embrace 3rd platform technologies, these companies are also interested to optimize their 2nd platform investments and save costs. EMC and its Federation partners understand customers’ evolving needs and are committed to delivering an industry-leading experience during these times of tremendous change.

EMC Chairman and CEO, Joe Tucci, highlighted the importance of the Federation (EMC II, VMware, Pivotal and RSA) and the deep commitment to customers in a Reflections blog post earlier this  year.  He wrote, “We are in the early days of the third platform and as such we believe second platform architectures will continue to be the foundation of the enterprise data center for many years to come… Our [federated] businesses are strategically aligned yet each is focused on its core mission—developing the best technology and building the right partner ecosystem to best serve customers. This federated model allows us to offer best-of-breed, integrated, technology while preserving customers’ ability to choose and deploy products from other IT companies”.

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I am excited to see how EMC continues to evolve in the 3rd platform and proud to play a key role in how we innovate our Customer Service experience to align with this new technology era. I am confident that the combination of the unique Federation partnership, passionate employees who care deeply about our customers and EMC’s commitment to continuously improve will delight and provide real value to our customers just as two taxi apps have revolutionized the consumer experience in China.

The technology revolution is here—and EMC is leading the battle!

 

About Gloria Yu


Senior Manager, Remote Customer Service

Gloria has been with EMC since 2009, primarily in EMC Global Services. Gloria is a leader on EMC’s Remote Customer Service Team in Shanghai, focused on Enterprise & Midrange Storage Division products, such as Symmetrix, RecoverPoint, VPLEX, Brocade & Cisco. Her career at EMC has included involvement with other major EMC product families, including VNX & RSA. Gloria’s diverse experience has equipped her with a deep understanding and appreciation of EMC’s service culture and strategy. Gloria also played a key role in the roll-out of EMC’s Customer Service Skills Based Routing program, which has significantly improved customer satisfaction ratings and ensures customers access the right EMC technical resource quickly to resolve their service issues. Gloria is excited by EMC’s continued growth in and focus on product solutions. She is integrated closely with the Customer Service transformation to provide solutions support to our customers and partners. In Gloria’s leisure time, she also enjoys traveling, baking, playing piano and photography. She’s a fan of Polaroid Camera, not just taking Polaroid photos but also collecting the cameras.

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16 thoughts on “China’s Technology Revolution: The 3rd Platform Is Here

  1. Gloria, very insightful article. Thank you for sharing. I’m curious, though — have you heard any concerns around security regarding the taxi apps? Perhaps any fears that the taxi drivers may not be qualified or legitimate? Does the great convenience simply outweigh any security fears?

    • Thank you Mary for your comments! Yes, they do have the security/quality control with identity through the real name system. Customers can provide feedback through the system and the taxi apps will take proper actions on that. The business is quite straightforward and simple. So far, yes, the great convenience does outweigh any security fears from my point of view.

  2. Hi Gloria – nice article; perhaps a follow-up on how Kuaidi and Didi have implemented the IT behind their services would have additional interest.

  3. Gloria, very nice article. Could you analyze the difference between Uber and DIDI or KuaiDi? In fact, Doctors and Patients also need the service.