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Shantui | Interpret the Service Concept with Practical Actions
Almost everyone is not unfamiliar with the word "service", catering services, transportation services, medical services, etc., but if you want to answer "what is service", I believe few people can say clearly. But for users of construction machinery, in addition to product quality, service is another barrier to reduce losses, reduce costs, and ensure that their own profits are maximized. As a means for enterprises to provide value to users, service is not just a slogan and a concept, but also reflected in actual actions.
On March 31, 2018, Shantui's "Customer Care" activity was launched as scheduled, and the banner of "careful protection and on the journey" was raised high on the land of China, and visited the country in the form of free inspection service car home service More than 30 provinces and cities. Everywhere, Shantui service personnel will conduct a system security check on the equipment in use, communicate with customers, understand their problems in the process of using the equipment, and help solve it at the scene. In addition, this year, Shantui also added technical training activities to the countryside to provide centralized training for customer drivers or maintenance workers.
Since 2011, this year is the eighth year of Shantui's "Customer Care" activity, and the steps of Shantui service personnel have gradually spread throughout the country. "Caring activities are a systematic service for customers, and also a systematic product survey for Shantui." Said Shanshan Ma, the head of Shantui's service support department. By visiting the service to increase user experience, many products from the front line can be collected. Quality recommendations, upgrade information and other user needs are then fed back to the company for product quality improvement and new product development, and then put on the market, forming a favorable cycle.
Timeliness and fault handling efficiency are the focus of service that users care about. In response, Shantui has set up more than 100 service outlets across the country, forming a comprehensive after-sales service network, equipped with sufficient spare parts and after-sales service vehicles, and requires customers to reply to the equipment within 30 minutes after receiving the equipment for repair, and to reach the customer within 8 hours. At the customer's site, the fault is handled within 24 hours, and actual actions are used to create benefits for the customer and provide protection.
Intelligentization and informationization are the direction of Shantui's future service development. In order to ensure the timely and effective after-sales service, Shantui launched a mobile phone app-Shantui Housekeeper. The departure and arrival times of service vehicles and the troubleshooting of service personnel will be displayed in real time on the Shantui housekeeper interface. Ma Shanzhen said: "The service personnel can determine the problem in advance, and then prepare the faulty parts and repair tools to go directly to the process to save time to the greatest extent."
In the era of service, service implements the entire product life cycle, and service upgrade cannot be separated from customer changes. Just as drivers are now younger, they have higher requirements for driving space and comfort than before, such as air conditioning and cooling effects, USB interfaces, and water cups. Under the concept of "Customer Satisfaction", Shantui's product research and development increasingly focuses on increasing humanized design, paying attention to customer needs in all aspects and practicing the service concept.
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