"现在我们与阿里云建立了合作关系，我们的客户管理方法运作得非常顺畅——它灵活、可扩展且具有成本效益，同时符合所有监管要求。我们正以全新的方式服务我们的客户。"
— EF
关于EF
EF Education First成立于1965年瑞典，是全球最大的私人教育培训机构，业务遍及114个国家和地区。秉承“教育，让世界无界”的使命，EF提供语言培训、学位课程、文化交流和留学游学等项目。
EF利用Salesforce平台来管理客户并推动国际业务增长。在拓展国内这一关键市场时，EF依然依赖于这个成熟的平台及其全面的功能。然而，由于服务部署在海外，员工们遇到了延迟和性能问题。
国内独特的监管要求也增加了EF的合规压力。
EF的呼叫中心需要升级，以支持其高增长目标，而缺乏本地化的中国营销平台使得营销活动的推出效率低下，特别是在使用本地渠道如微信和短信时。
选择阿里云
阿里云上的 Salesforce成为了EF的理想选择。通过选择一个强大的本地云解决方案，EF希望改善延迟和稳定性，增强系统集成，并控制维护需求和成本。
架构
阿里云上的 Salesforce是一种运行在阿里云基础设施上的SaaS解决方案。这个强大的生态系统为性能扩展和合规需求提供了可靠的基础。通过与阿里云的Quick Audience和Quick Service平台的集成，EF成功地利用了数据驱动的客户互动和呼叫中心服务，同时满足了合规要求。
EF还利用了阿里云的大数据工具和解决方案组合，如云原生的AnalyticDB for MySQL和Quick BI的分析工具，以及MaxCompute、DataWorks和Hologres的数据计算解决方案，推动了个性化营销和消费者互动。
主要成果
- 员工现在可以更稳定、更高效地访问Salesforce。
- 阿里云的合规能力，基于其安全性和数据隐私优势以及广泛的基础设施，使EF能够轻松满足合规要求。
- 通过阿里云的Quick Service、Quick Audience和Quick BI工具，EF的整个客户服务系统得到了简化和增强，从营销活动到数据分析。
- EF现在能够在多个渠道上提供无缝的客户服务体验。
- 长期投资和维护成本得以降低。可扩展的云基础设施为EF提供了更多灵活性，以应对不断增长的服务需求。
- 在中国实现了营销自动化，并与本地市场的渠道完全整合。
展望未来
与阿里云的合作为EF在中国市场的持续增长奠定了可靠的基础设施和技术支持。基于这一基础，EF已着眼于建立人工智能呼叫中心以及其他先进服务，以提升客户体验。
"Now that we’ve partnered with Alibaba Cloud, our customer management approach simply works — it’s agile, scalable, and cost-efficient, and it checks all the regulatory boxes. We’re serving our customers on a whole new level."
——EF
About EF
Founded in Sweden in 1965, EF is the world’s largest private education company, serving over 114 countries and regions. On its mission to “open the world through education”, it offers language, academic, cultural exchange, and educational travel programs
EF leverages the Salesforce platform to manage customers and drive business growth internationally. When expanding their business in China, a critical market for EF, they also rely on this proven platform and its comprehensive capabilities. However, employees were experiencing latency and performance issues due to the service being deployed outside of China.
China’s unique regulatory requirements also added to EF’s compliance concerns.
EF’s call center needed an upgrade to support its high growth targets, and the lack of a China-based marketing platform made it difficult to roll out marketing campaigns efficiently — especially via local channels such as WeChat and SMS messages.
Why Alibaba Cloud
Salesforce deployed on Alibaba Cloud became an ideal choice for EF. By choosing a strong local cloud-based solution, EF hoped to improve latency and stability, enhance integration, and control maintenance requirements and costs.
Architecture
Salesforce on Alibaba Cloud is a SaaS solution running on Alibaba Cloud’s infrastructure. This robust ecosystem provides a reliable foundation for scaling performance and compliance needs. By integrating with Alibaba Cloud’s Quick Audience and Quick Service platforms, EF has managed to leverage data-driven customer engagement and call center services while adhering to compliance requirements.
EF also utilized Alibaba Cloud’s portfolio of big data tools and solutions, such as the analytics tools of cloud-native AnalyticDB for MySQL and Quick BI as well as Data Computing solution of MaxCompute, DataWorks, and Hologres, to power up personalized marketing and consumer engagement.
Key Results
- Employees can now access Salesforce with significantly improved stability and performance.
- Alibaba Cloud’s compliance capabilities, based on its security and data privacy strengths and expansive infrastructure, made meeting compliance requirements hassle-free for EF.
- Through Alibaba Cloud’s Quick Service, Quick Audience, and Quick BI tools, EF’s entire customer service system was streamlined and enhanced, from marketing activities to data analytics.
- EF can now deliver a seamless customer service experience across multiple channels.
- Long-term investment and maintenance costs are reduced. The scalable cloud infrastructure gave EF more flexibility for expansion in response to rising service requirements.
- Marketing automation was implemented in China and fully integrated with local channels catering to the local market.
Looking Forward
This collaboration with Alibaba Cloud has given EF a reliable foundation of infrastructure and technology to continue growing in the Chinese market. Building on this foundation, EF has set its sights on establishing an AI call center and other advanced services to enhance customer experience.
