In 2020, the annual production and sales of commercial vehicles of China National Heavy Duty Truck Company exceeded 500,000 vehicles for the first time, making steady progress towards the strategic vision of Tan Xuguang, Chairman and Party Secretary of China National Heavy Duty Truck Group, "to achieve the first commercial vehicle in China and lead the world".
Under the background that the commercial vehicle market is changing from incremental competition to stock competition, the competition at the product level has been difficult to meet the needs of enterprise development. Extending service to the whole product life cycle and leading the innovation and upgrading of service mode have become an important weapon for brands to compete in the market and win trust. Commercial vehicle enterprises set off a service revolution in the industry in order to enhance their competitiveness, continuously sink the service network, improve the service system and enhance their service capabilities.
In this transformation, China Heavy Duty Truck is undoubtedly the forerunner. It is the key for China Heavy Duty Truck to cross the 500,000-vehicle mark for the first time in 2020 to dig deep into the service value, enhance the service competitiveness, help the front-end marketing and get through the back-end nodes.
The industry is the first, and the three major assemblies are only replaced without repair.
As the first registered service brand in domestic commercial vehicle industry, "family" service has been with customers for more than 20 years. After a long period of historical accumulation, this gold-lettered signboard has long been deeply rooted in the hearts of the people and won a good reputation from the market and card friends.
With the arrival of the 202 1 national sixth era and the comprehensive upgrade of brand products, China heavy duty truck, which is committed to providing customers with the best products and services, has greatly upgraded the services of "relatives".
China Heavy Duty Truck released the promotion policy of heavy truck products and services at the end of 2020 based on its confidence in quality and highly responsible attitude towards customers.
In the Policy, China National Heavy Duty Truck solemnly promised its customers that the engine, gearbox and axle will be replaced only if they are broken, and the warranty period of road vehicles will be extended to 48 months, and the warranty period of dump trucks will be extended to 18 months simultaneously. It not only implements the core values and enterprise service concept of "customer satisfaction is our aim", but also makes the service of "relatives" a precedent in the industry, further helping customers retain and use good cars.
In addition, users who purchase the products of National Six can also get the vehicle filters for the second and third pit stops on the basis of free first insurance. After connotation upgrade, escalation of commitment, experience upgrade and digital transformation, the service of "relatives" is no longer limited to the rapid completion of vehicle maintenance, but relies on the full-dimensional service plan of the whole product life cycle to ensure customers' smoothness and worry-free.
Ten measures to help "relatives" service upgrade in an all-round way
In 2020, the operating performance of China Heavy Duty Truck reached the best level in history. At the 202 1 China Heavy Duty Truck Business Conference held in May, 438+01June, China Heavy Duty Truck Group announced such a report card: in the first three quarters of this year, the economic indicators of China Heavy Duty Truck have exceeded 20 19 in an all-round way, and the rapid growth of sales volume can not be separated from the escort of "relatives" service and also benefited from China in 2020.
Looking back, the earlier reform began two years ago, accompanied by the mental process of self-reform and innovation of China Heavy Duty Truck.
2065438+September 2008, Tan Xuguang officially entered China Heavy Truck Co., Ltd., and China Heavy Truck Co., Ltd., an "old-fashioned" commercial vehicle giant, began a difficult but steady road of reform and innovation. Over the past two years, China Heavy Duty Truck has established an efficient and high-quality workforce, which has not only reached record highs in various business indicators, but also gradually completed the transformation from price-driven to product-driven, and the product R&D and support capabilities have been continuously improved, which has become a classic case of high-quality development of state-owned enterprises.
In order to improve the service quality in an all-round way and create a brand-new service platform that makes customers feel at ease, comfortable, warm and assured, China Heavy Duty Truck has carried out ten upgrading measures, such as network image upgrading, maintenance skill upgrading and service timeliness upgrading, with standardization, informationization and intelligence as the starting point, and achieved all-round improvement of service quality. Among them, optimizing the service network in an all-round way and creating a lean and efficient after-sales service system are a major focus of China Heavy Duty Truck to upgrade its "family" service.
Taking this opportunity, China Heavy Duty Truck has comprehensively integrated its service resources, realized the full enjoyment of service resources, eliminated the "botnet", promoted the upgrading of service efficiency with standardized and streamlined management, and ensured the high quality of service resources. At the same time, China Heavy Duty Truck has also built a three-dimensional maintenance skill training platform, which is online+offline+special session+door-to-door, to improve the after-sales support ability and operation management ability of the service network, and to strengthen the terminal support ability of spare parts by means of expanding spare parts reserve investment and strengthening management and control, and finally established the brand image of "relatives" with high-standard service.
Practice Corporate Social Responsibility in the Name of Caring
As a leading heavy truck enterprise in China, China Heavy Duty Truck actively responded to the call of the state, actively fulfilled its social responsibilities, vigorously supported public welfare undertakings and practiced poverty alleviation. In addition, China Heavy Duty Truck will organize regional dealers to carry out various forms of user sympathy and care activities, which will not only care about the happiness of card friends' families, but also care about the healthy growth of drivers' children, and effectively bring the relationship between enterprises and users closer.
Critical moments can highlight the responsibility of enterprises. During the COVID-19 epidemic, China Heavy Duty Truck launched three special policies of "relatives" service for vehicles transporting epidemic prevention materials, and launched a "relatives" service care policy for users all over the country. For example, the "relatives" service hotline is open 24 hours a day; The service station is disinfected regularly; For the insured vehicles with confirmed and suspected cases and isolated drivers in the epidemic, extend the vehicle warranty period 1 month; If the door-to-door warranty service cannot be provided, the manufacturer will reimburse the self-maintenance fee after the user has passed the 400 filing.
For heavy trucks transporting anti-epidemic materials in China, regardless of the internal warranty, China Heavy Duty Truck implements five exemptions and one delivery (no service time and materials, no going out for rescue, no vehicle maintenance, no convenience food, no one-time maintenance), without stopping and extending the warranty service, so that users all over the country can enjoy the care of their loved ones during the epidemic period, which shows the responsibility and responsibility of "attaching importance to the country".
It is worth mentioning that China Heavy Duty Truck has also released the welfare of "buying a Howe truck and sending it to an AMT automatic gearbox" for AMT heavy trucks that are currently on fire in the heavy truck industry, and has introduced service policies such as giving a gearbox life-cycle service package, clutch-free service, "non-stop" service, lifelong free upgrade of AMT gearbox, unconditional out-going service, and free distribution of AMT vehicle driving training videos, which has conveyed the true concern and fullness of China Heavy Duty Truck to the card users.
Conclusion:
"Focus on main business" and "mix first" are not only regarded as the standard by Tan Xuguang, but also guide the development direction of China National Heavy Duty Truck in the new era. On the road of being the first in China and the first in the world, China Heavy Duty Truck will go forward bravely and strive for the first place under the protection of the best customer service platform in the field of "family" service commercial vehicles.