No-Code Setup: Cross-Organization Collaboration, Closed-Loop Management Financial Service System

Original: https://cli.im/article/detail/2008

We have been exploring a more suitable, low-cost digital transformation channel and integration solution for small and micro-enterprises, aiming to truly use information technology and digital means to optimize the extensive growth of most small and micro-enterprises into intensive growth.

Compared to outsourcing software companies, which typically involve high costs and long cycles, the case shared by the author is considered to have broad typicality.

1. System Introduction

1. Applicable Departments

Enterprise IT Operations, Financial BP, and other departments

2. Application Scenarios

Primarily used within enterprises to collect various system requirement requests and system issue reports, forming a closed loop of "Collection - Review - Tracking - Resolution - Knowledge Base Accumulation". Before using this integrated service process, the common solution of relaying issues often suffered from scattered methods, inability to create unique work orders, and failure to link resolved issues with the enterprise knowledge base, leading to numerous similar recurring problems.

1. Work Order Relaying: Core scenario for submitting various system requirement requests and issue reports within the enterprise.
2. Visual Dashboard: Used to monitor the volume and resolution progress of various requests and work orders.
3. Knowledge Base: Periodically shares typical issues to the knowledge platform by identifying common patterns among various problems.

3. Tools Used

WeCom, CaoLiao QR Code, Tencent HiFlow Scenario Connector, VIKA Table, Tencent Cloud SMS/Cloud Email, Baidu Sugar BI, Tencent LeXiang Knowledge Platform

4. Systems Used:

• Yonyou NC6.5 – The unified financial ERP system used by various enterprises
• QI-ANXIN VPN – Enterprise-customized Virtual Private Network for configuring and maintaining users and related intranet addresses
• NetEase Enterprise Email – Used for user password recovery scenarios involving verification and email sending
• Other self-developed systems

2. Addressed Needs / Pain Points

1. Data Privacy Issues: Different work orders have different closed-loop processes based on type, company, and response level. Users outside the specific process flow have no permission to view related data.
2. Cross-Organization Communication Issues: Often, various requests within the group involve approvals from different levels of the enterprise, and system issues involve participation from external third-party service providers. A single platform unifies the communication model.
3. Request Standardization: Many daily requests are non-standard. Using CaoLiao QR Code's forms for categorization improves the standardization of issues.
4. Issue Traceability: After a request or issue is submitted, there was no effective means to track the timeliness of resolution or the reasonableness of the solution. By managing and polling form submission records, unresolved work orders are filtered out and relevant responsible persons are reminded periodically.
5. High Volume of Repetitive Issues: Due to the lack of standardized analysis, similar issues were difficult to link with the knowledge base, increasing enterprise training costs.

3. Overall Framework (Three Structure Diagrams)

4. Scenario Demonstrations for Each Stage

1. Issue Submission Stage

CaoLiao QR Code Platform Setup –

(0) Log in to CaoLiao QR Code using "WeCom" identity (to achieve internal enterprise permission control) (1) Set up several items as needed: forms, file sharing dynamic QR codes, service platform descriptions, etc.;

Form Content Example:

(2) Create an "Integrated Service Platform" dynamic QR code, set as a "Summary Page";

(3) Embed the several dynamic QR codes created in the first step into the "Integrated Service Platform" in the form of links. Note that the medium for the links can be buttons, images, videos, etc. Combine these elements based on the specific situation to optimize the user experience.

WeCom Setup –

The WeCom administrator simply needs to configure the relevant permissions for CaoLiao QR Code. If a user is not an internal employee of the enterprise, access is automatically denied.

2. Issue Review and Handling Stage

The corresponding level administrator makes two judgments upon receiving the work order:

(1) Reasonableness Judgment: If the request is reasonable, approve it; if unreasonable, reject the request. (2) Resolution Capability Judgment: If the current level can resolve it, provide an estimated resolution time; if not, relay the issue.

Simultaneously, the WeCom robot forwards new issues.

3. Issue Relaying and Reminder Stage

(1) Relaying Stage: Based on the specific situation, issues are relayed via [WeCom] to the Group Finance Center, the software company's local team, or the software company's headquarters team for resolution. When necessary, a dedicated expert service group is formed to track specific work orders. (2) Reminder Stage: Through the process of MySQL database -> HiFlow platform -> periodic polling of VIKA table -> Tencent Cloud SMS/Cloud Email, uncompleted work orders are retrieved and pushed to the relevant responsible persons for follow-up. Here is the HiFlow configuration process.

The Record-id push process integrates different work orders into the same VIKA table. The Review table push process is used to update the specific status of work orders.

4. Issue Resolution Stage

After resolution, the responsible person replies with the solution in the form and marks the status as [Completed], concluding the work order.

5. Knowledge Base Organization Stage

The group periodically reviews work order details, consolidates and shares related issues. Employees proactively study and master the relevant knowledge.

Note: The Baidu Sugar platform is connected to the form database throughout the process and synchronizes the current form status.

Thanks to the platforms @TencentQianfan @CaoLiaoQRCode @vika