XCMG partners with Udesk to build a multilingual, cross-regional, 7×24-hour global intelligent customer service benchmark — powered by an omnichannel contact center and professional BPO services.
Company Background
XCMG is a world-renowned leader in the construction machinery industry, with business coverage spanning more than 180 countries and regions. As the enterprise rapidly expands its overseas markets, it urgently requires a solution to support global services — seamlessly connecting multi-channel, multilingual, and cross-regional service touchpoints for efficient collaboration and standardized management of global customer service.
To deliver a consistent, professional experience to customers worldwide, XCMG partnered with Udesk to transform its customer service operations through intelligent technology and customized BPO services.
Ready to build a global intelligent customer service system like XCMG? Start your free trial today and experience the Udesk difference.
Free Trial →Project Challenges
Expanding into 180+ markets brought complex, interlinked service challenges that existing tools could not resolve at scale.
Overseas inquiries were distributed across email, phone, WhatsApp, Facebook and other platforms — without a unified access and management portal — resulting in low response efficiency.
Language diversity (English, Arabic, Russian, etc.) and wide time zone differences made it costly and difficult to build an in-house multilingual team capable of 7×24-hour coverage.
Overseas frontline inquiries were disconnected from domestic technical support and engineering teams, with no standardized process for problem transfer and ticket circulation.
Multi-channel and multi-team services lacked unified SLA monitoring and quality inspection standards, making service processes untraceable and customer satisfaction hard to guarantee.
Applying for and accessing number resources across multiple countries was cumbersome, with high compliance requirements — leading to elevated costs and long procurement cycles.
Facing similar customer service challenges in your global operations? Udesk provides the intelligent solution that scales with you.
Start Free Trial →Core Needs
XCMG defined five critical requirements to transform its global customer service operations into a world-class benchmark.
Build a unified global customer contact platform to achieve one-stop access and management of multi-channel inquiries — eliminating silos between email, phone, social, and messaging.
Introduce professional BPO services to quickly build a multilingual, cross-regional customer service team and realize 7×24-hour global service coverage across all key markets.
Connect overseas frontline customer service with domestic technical teams and establish standardized ticket circulation and problem escalation processes for seamless cross-regional resolution.
Realize digital management of the entire service process — ensuring every customer interaction is monitorable, traceable, and continuously optimizable against measurable KPIs.
Solve the challenge of accessing number resources across multiple countries to fully support XCMG's global business layout while meeting all regional compliance requirements.
These same needs are common among global manufacturers. Experience how Udesk addresses each one — free for your first trial.
Free Trial →Udesk Solutions
Udesk delivered a comprehensive suite of capabilities custom-designed for XCMG's complex, multi-market operations.
Integrates email, phone, WhatsApp, Facebook and more for unified 24/7 global inquiry management with intelligent distribution.
Deploy multilingual BPO teams in the Philippines, Uzbekistan, China and more — covering time zones globally for continuous coverage.
Three-level architecture (BPO Frontline + Domestic Second-Line + Engineers) with one-click transfer and automated ticket circulation.
AI capabilities spanning consultation response, intelligent translation, and ticket optimization — improving efficiency and reducing operational costs.
Compliant number resource access in Ghana, Kenya, Russia and more — ensuring XCMG's global operations meet all local regulatory requirements.
Ready to experience Udesk's global intelligent customer service solutions for your manufacturing business? Start your free trial now.
Free Trial →Business Results
By implementing Udesk's intelligent platform and BPO services, XCMG achieved measurable transformation across efficiency, cost, and customer experience.
Omnichannel integration and AI empowerment significantly shortened consultation response times and improved problem-handling efficiency — enabling XCMG's teams to do more, faster.
Achieved seamless multilingual coverage across all key markets, adapting to global compliance requirements and effectively resolving cross-language and cross-regional service pain points.
Replacing the in-house global team with customized BPO services greatly reduced XCMG's global customer service labor and operational costs while maintaining high service standards.
Standardized management and full-process optimization elevated service professionalism and timeliness, steadily increasing customer satisfaction scores and strengthening XCMG's global brand reputation.
Ready to experience the same global intelligent customer service results as XCMG? Start your free trial now.
Start Free Trial →FAQ
Have questions about how Udesk can support your global manufacturing customer service operations? Find answers below.
Udesk's BPO services provide multilingual support covering English, Arabic, Russian, and many more languages. Our teams are deployed across the Philippines, Uzbekistan, China and other strategic regions to ensure coverage across all major global time zones — so your customers always receive responsive, professional service.
Through Udesk's intelligent ticket system, overseas BPO teams can transfer complex or unresolved issues to domestic second-line teams or specialist engineers with a single click. This three-level architecture ensures cross-regional collaboration with full traceability and a closed-loop resolution process — eliminating lengthy delays and miscommunication.
Udesk provides compliant number resources across multiple countries and protects data through full-process encryption, granular permission controls, and comprehensive audit traceability. Our platform is designed to meet the varied regulatory requirements of international markets, ensuring XCMG's operations remain compliant as they scale globally.
Still have questions? Our team is ready to walk you through a personalized demo. Start your free trial or contact us today.
Free Trial →Join XCMG and hundreds of global manufacturers who trust Udesk to deliver seamless, multilingual, 24/7 customer service worldwide.
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