High-end transportation service platform
Challenges
A high-end transportation service platform serves group clients for large events such as sports tournaments and exhibitions. The client provides passenger lists in Excel format, which are frequently updated, creating numerous challenges for the booking system:
- Unable to perform batch entry
In the original system, customer service staff were required to manually enter and update passenger lists one at a time, lacking the ability to perform batch operations. Although data could be imported via Excel files, the inconsistent formats of the passenger lists provided by clients increased processing complexity. Additionally, customer service personnel couldn’t verify the accuracy of the lists promptly, leading to an average processing time of up to one hour per customer order, resulting in low efficiency.
- Data validation difficulties
When clients frequently update their passenger lists, customer service must manually compare different versions of the Excel files to identify discrepancies. This process lengthens the booking response time and negatively affects the overall customer experience.
- Unable to collaborate online
When multiple customer service representatives simultaneously enter and modify the passenger lists, the inability to share data in real time leads to input conflicts, further decreasing work efficiency.
Solution
To improve customer service efficiency, the platform’s head of development came across Univer on GitHub. By embedding Univer spreadsheet into the booking system, they significantly enhanced the efficiency of ride reservations.
- Batch Data Entry
Univer is an isomorphic full-stack framework. After embedding the Univer SDK, customer service can directly enter data in Univer Spreadsheets within the booking system. The user experience of Univer Spreadsheets is consistent with Excel, supporting common functions like copy-paste, drag-fill, uploading and downloading Excel files, and undo-redo, allowing employees to use it without any training. Univer adopts a modular plugin architecture with over 100 plugins. Developers can extend data validation rules or create custom plugins to prefill passenger and vehicle model information into the spreadsheet, making batch entry more efficient.
- Verify data on the server
Developers from the platform can use Univer’s import function to convert the passenger list into Univer’s snapshot format (a JSON data structure). By comparing it with historical snapshot versions, the system can quickly validate the data accuracy and provide immediate feedback to customer service, avoiding frequent manual checks. As an isomorphic full-stack framework, Univer also supports generating complex spreadsheets on the server via API, including features like formulas, named ranges, data validation, conditional formatting, sparklines, images, merged cells, text styles, and cell styles, making it easy to create complex data entry templates.
- Online Collaboration
Univer supports multi-user collaborative editing and uses OT (Operational Transformation) algorithms to resolve editing conflicts among customer service. It allows up to 200 people to edit a spreadsheet simultaneously and 1,000 people to view the same sheet at the same time, adhering to industry-leading standards. Customer service can collaborate on entering the passenger list, viewing, and modifying data in real-time, ensuring smooth communication and accurate data entry, significantly reducing order processing time.
Client Feedback
Listen to what our customers say about us:
"Univer’s batch entry, server-side data processing, and real-time collaboration capabilities have significantly increased the efficiency and accuracy of our customer service team in managing passenger lists, greatly reducing the need for manual validation. Its flexibility to scale has allowed us to easily adapt to our evolving business needs, improving service quality across the board and becoming a key support for our business growth."
Head of R&D/High-End Transportation Service Platform
