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EnglishMinsheng Securities, one of China's earliest securities firms with a full license, has established more than 80 branches nationwide since its founding in 1986. The company holds controlling stakes in four subsidiaries and employs over 2,700 people. In 2020, Minsheng Securities relocated its headquarters to Lujiazui, Shanghai, where it has leveraged local resources and talent to drive rapid business growth. In particular, the firm has embraced new technologies such as cloud computing and hyperautomation to advance its digital transformation.
Facing challenges such as the difficulty of accurately retrieving massive amounts of data, processes, and information within its systems, as well as issues like complex operations, information silos, high costs, and heavy IT maintenance workloads, Minsheng Securities chose to partner with DingTalk. By implementing cloud computing and hyperautomation technologies, the company is ensuring that its rapid business expansion is supported by a robust digital infrastructure.
"Minsheng Zhiwenbao" Quickly Addresses Scenario-Based Needs
Traditional manual customer service can no longer meet growing consultation demands, impacting service efficiency and customer experience. To address this challenge, Minsheng Securities introduced DingTalk's intelligent customer service system—the IT Service Desk. The system comes preloaded with a Q&A module that quickly responds to common questions. For more complex issues, the AI-powered "Minsheng Zhiwenbao" leverages knowledge base retrieval to provide precise answers and relevant reference materials. Difficult or unresolved issues are seamlessly transferred to human agents via DingTalk groups, ensuring professional resolution. With the same number of service staff, the system significantly expands service capacity while improving response speed and efficiency.
In addition, Minsheng Securities has implemented features such as voice command-based card inquiry and card replacement functionality. This demonstrates that DingTalk's AI assistant is emerging as a powerful gateway for future work, helping employees efficiently complete various tasks.
The company's intelligent capabilities not only enhance internal services but also have a positive impact on its business operations. By intelligently analyzing sales representatives' customer service interactions, Minsheng Securities can categorize and archive customer issues, monitor service quality, and make targeted improvements to enhance customer service.
The "Three Engines" Enable Efficient IT Operations and Reporting Freedom
Low-code: Through a low-code platform, Minsheng Securities has developed online, digital management applications and deployed them on DingTalk. Non-low-code business systems have been integrated into DingTalk via H5 mobile pages, creating a mobile portal for employees to conduct business remotely.
RPA: Digital employees powered by RPA technology have helped departments reduce costs and increase efficiency—but they have also added to the IT team's workload. Leveraging DingTalk's message notification feature, Minsheng Securities has established a user-friendly notification and IT operations interaction system. This ensures that IT staff and users can promptly track the status of digital employees and take emergency action when needed. For simple anomalies, emergency IT operations can be handled easily—even when employees are commuting. As one IT staffer humorously noted, this provides "commuting freedom" for IT personnel.
Self-service reporting: With self-service reporting tools, employees can design and generate reports on their own, greatly optimizing collaboration efficiency and business innovation while providing critical decision-making support to management. These capabilities collectively drive Minsheng Securities' deepening digital transformation journey.
A series of small yet impactful improvements driven by these tools has gradually brought significant changes to the company's operations and management activities.
DingTalk Enables "Scan-and-Go" Mobile Office
At the onset of the pandemic, Minsheng Securities quickly adopted DingTalk to address employee attendance tracking, making DingTalk an essential app on every employee's smartphone. As the business continued to expand, the company initiated a replacement and upgrade of its long-standing Bluelight OA system. Given the strong integration between Bluelight OA and DingTalk, Minsheng Securities decided to adopt a dedicated DingTalk solution to build a mobile office ecosystem and address gaps in mobile working capabilities.
By integrating unified authentication and message notifications across Bluelight OA, DingTalk, and the low-code platform, Minsheng Securities now pushes OA and low-code-based process approvals directly to DingTalk. Employees receive notifications via the "To-Do" list and "Work Notifications," ensuring that critical tasks reach both mobile and desktop devices in real time. This approach enables thousands of approval workflows to move efficiently across departments each day, allowing urgent matters to be addressed immediately without requiring employees to constantly refresh the OA system or endure frequent phone interruptions.
In addition, leveraging DingTalk's strong hardware ecosystem, Minsheng Securities has integrated and deployed printers, scanners, video conferencing systems, and access control gates in its new offices:
● Scan with DingTalk, and employees can easily scan documents to their email or print files from any office location;
● Start a video conference with a single scan, wirelessly cast presentations, and share files—eliminating the need for adapters;
● Use facial recognition at the access control gate during commutes, and clock in/out directly through DingTalk attendance tracking.
Cultivating a Unique "Minsheng Securities" Culture
The securities industry is highly competitive, with a rapidly changing market, widely dispersed office locations, and employees under significant work pressure, operating in a state of constant tension. In the past, the lack of a unified online communication channel made it difficult for employees to connect, leaving little room for informal communication and limiting opportunities to improve collaboration efficiency.
Through DingTalk, employees can quickly find colleagues and create group chats. The company has also established a "All-Staff Group" to facilitate information sharing and schedule announcements, making the organizational structure flatter and fostering a more efficient and open corporate culture.
Moreover, by cleverly using personal statuses and DingTalk documents, most routine inquiries no longer require direct communication, reducing unnecessary interruptions and minimizing repetitive work. This allows employees to focus more on core collaborative tasks.
In addition, through the development of themed service windows, Minsheng Securities effectively disseminates internal communications, information, and reports, embedding the organizational culture deeply within the workforce. This enhances employees' work experience and strengthens organizational cohesion.
The use of DingTalk has simplified the process of building, deploying, operating, and maintaining new applications during digital transformation. It extends the reach of technology to empower employees and businesses down to the "last mile" of information delivery, ensuring the sustainable development of a fully digitalized organization. Looking ahead, Minsheng Securities will continue to collaborate with DingTalk, using technological innovation as the driving force to propel the company toward a more efficient and intelligent future.
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