Company Background
Ruijie Networks is a leading ICT infrastructure and industry solutions provider. Founded in 2003, the company serves enterprise customers with network equipment, infrastructure products, and digital solutions that support high-performance connectivity across industries.
As AI, cloud computing, and digital infrastructure continue to accelerate, demand for reliable ICT systems has increased sharply. For ICT solution providers, service capability is no longer only a support function. It has become a core part of customer experience, delivery quality, and long-term competitiveness.
Ruijie Networks has expanded its business across more than 90 countries and regions. With a growing global customer base, a larger installed device footprint, and more complex service scenarios, the company needed to upgrade its service management model and create a more standardized, transparent, and scalable digital delivery system.
The Challenge
Ruijie Networks had started digital transformation early, but rapid business growth created new pressure on service operations. The company was handling up to 500,000 new service work orders each year, while supporting more than 50 million existing devices. Its previous systems began to face performance limitations and could no longer fully support the scale and complexity of the business.
The challenge was not limited to system performance. Service delivery involved many teams, process steps, data points, and external partners. Fragmented workflows created operational blind spots, while disconnected systems made it harder to track progress, identify risks, and manage service outcomes in real time.
The company also needed to standardize complex project delivery. Its service delivery process included 6 major stages and 12 subprocesses. To improve customer outcomes, Ruijie Networks needed a digital platform that could connect contracts, sales orders, project execution, field service, service providers, spare parts, customer feedback, and financial settlement into one end-to-end operating model.
The Solution
Ruijie Networks worked with ShareCRM to build an end-to-end digital delivery system centered on customer needs, closed-loop work orders, and standardized service management.
The first priority was project delivery management. Through the CRM platform, projects could be connected with sales orders to support true end-to-end digital management. The system helped teams identify and control risks more effectively, automate project portfolio management, and standardize delivery execution.
For complex delivery scenarios, ShareCRM enabled teams to select SOP templates based on industry and use case. Business users could choose templates in one click, manage projects in batches, control progress through Gantt charts, and break work down with WBS structures. This improved delivery visibility and helped Ruijie Networks manage project execution at a more precise level.
Ruijie Networks also built a new after-sales service platform with ShareCRM. The platform covers the full digital workflow from service request and ticket handling to customer follow-up and service settlement. Service requests from websites, call centers, mobile service channels, and other touchpoints are integrated into a standardized ticket process, helping teams respond to customer issues more quickly and consistently.
Spare parts repair became another important service scenario. With ShareCRM, Ruijie Networks connected spare parts dispatching, factory repair, service provider repair, and customer communication into one automated workflow. Service teams can now track repair information across key process nodes and provide timely updates to customers.
Service follow-up was also standardized. The system automatically advances follow-up workflows across different service evaluation stages and pushes the right follow-up templates based on the business scenario. This helps the company collect customer feedback faster and use that feedback to improve service quality.
For service settlement, ShareCRM supports service delegation, reconciliation, and write-off workflows. This is especially important because Ruijie Networks works with hundreds of service outlets and manages multiple service types, contract models, service items, and settlement rules. By integrating service settlement with financial systems, the company can make settlement workflows more compliant, standardized, and automated.
The Results
With ShareCRM, Ruijie Networks created a more connected and transparent service operating model. Delivery workflows that previously depended on separate systems and manual coordination can now be managed through a unified digital platform.
The platform supports several high-scale operating needs:
- 500,000 new annual service work orders
- 50M+ existing devices under service coverage
- 6 major delivery stages
- 12 delivery subprocesses
- Hundreds of service outlets involved in service settlement
- Business coverage across 90+ countries and regions
For project delivery, ShareCRM helped Ruijie Networks improve process standardization and execution visibility. Teams can connect orders to projects, apply SOP templates, track delivery milestones, and manage risk throughout the project lifecycle. This gives both business and management teams a clearer view of delivery status and potential bottlenecks.
For after-sales service, the new platform created a closed-loop digital workflow from service request to ticket handling, follow-up, spare parts repair, and settlement. This helped the company reduce fragmentation, improve cross-team collaboration, and strengthen customer service consistency.
For global operations, ShareCRM helped Ruijie Networks bring overseas service workflows online. In overseas hardware failure scenarios, the process can now connect customer service requests, regional frontline teams, spare parts engineers, overseas tier-3 warehouses, and overseas ASP channels. By carrying the full process in the system, Ruijie Networks improved internal collaboration and created a stronger foundation for global customer satisfaction.
Conclusion
For Ruijie Networks, CRM became more than a customer information system. It became a digital foundation for service delivery, project execution, after-sales operations, partner collaboration, and global service management.
By working with ShareCRM, Ruijie Networks built a service system that is more standardized, platform-based, and data-driven. The company can now manage complex delivery workflows, support high-volume service operations, and continue improving service competitiveness as its global business expands.
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