Construction machinery industry service trends surging and who?

The pace of the times is changing, and people’s thinking is also changing. In this era of innovation, innovation is the only way to win, and the only way to change is in the world of kings. The competition among companies is becoming increasingly fierce, and it seems that the war will be ignited at any time. The emerging enterprises in the domestic construction machinery industry are constantly emerging, and the original fiercely competitive market has entered a white-hot state with the birth of new enterprises. Foreign construction machinery companies are even more eye-catching on the Chinese market and have a tendency to annex. The international financial crisis of 2008-2009 has “cooled down” the construction machinery market at home and abroad, and the market sales have been greatly reduced compared to the past. With the impact of the international economic environment, most companies have gradually recovered, while the outstanding performance of the Chinese market, so that industry companies will focus on this. Not only do companies in the industry want to share this cake, but even other industries such as the automotive industry are turning their attention to construction machinery. Chery's entry into the forklift market seems to herald the start of the transition of other industries to the field of construction machinery. Subsequently, the connection between enterprises in the construction machinery industry and enterprises in the automotive industry or in other industries has become increasingly closer. Most companies in the industry have realized that the market has turned from winning products to winning services, and who can attract more customers, who will be able to occupy more shares in the industry. Ever since, "service" has become another magic weapon that the company has carefully built. However, who really puts the concept of customer service into an orderly and manageable system? On September 19, 2010, Zoomlion Engineering Crane Branch officially launched a new launch of the special marketing service system--E system. Let people see the "customer-oriented, service-winning" era.

Zoomlion E system started

The new launch of Zoomlion's unique marketing service system-E system is the four-in-one model of Zoomlion’s construction crane branch that has established a unique marketing support center in the industry. "Customer-centered" provides a "full-service" and "product-wide life cycle" model, forming a brand-new E-system service model that uses the national marketing support center as the carrier and runs through the entire life cycle of crane products.

China's construction machinery market has reached a certain level, and then the competition between enterprises is no longer a product, but to service. Mr. Xiong Yanming, vice president of Zoomlion and general manager of the construction crane branch, realized that the industry is the core of competition in the future and began to seek strategic strategies to adapt to trends. In the end, the development of the company is positioned in the direction of “customer-oriented and satisfying customer needs”. The launch of the Zoomlion E system is a bold "experiment" in response to the changes in the direction of Zoomlion's construction crane company. What is the "Experiment"? According to Mr. Xiong Yanming, in the construction machinery industry, customer service has become a consensus. However, there is very little to truly implement customer service. Zoomlion dares to take the lead, boldly innovates, tries out new service models, and is customer-oriented, creates value for customers, and grows together with customers.

It is reported that Zoomlion Engineering Crane Co., Ltd. has planned to implement the E system five years ago. Today, 23 Zoomlion marketing support centers across the country are officially running the E system, and 31 cities, autonomous regions and overseas markets will have Zhonglian. Heavy Security Center. Each Marketing Protection Center of Zoomlion is equipped with a corresponding accessories library to provide customers with the necessary accessories in a timely manner. Zoomlion Construction Crane Co., Ltd. adopts information system management and has a call center in central Changsha. Customers can report problems to the call center at any time and resolve problems through information systems such as GPS and DMS. Zoomlion also launched professional customer-facing websites and magazines to build an exchange platform for customers. The birth of the E system brought revolutionary innovation in the marketing services of the Chinese construction crane industry and led the development trend of the industry.

Underflow mobile service upgrade

Zoomlion is the first company to push a systematic service system, but it is not the only one. Xgong, Sanyi, Foton Lovol and other domestic construction machinery companies have also launched a series of service measures accordingly.

In the hot summer and hot season in July, the "responsibility dream--environmental protection service action" held by SANY Pump Marketing Service Co., Ltd. was kicked off at the headquarters in Changsha and quickly launched in all provinces and regions across the country. The majority of Sany service officers and men have rushed to the front line, showing a strong sense of social responsibility and low-carbon environmental protection, gratitude and customer service. Wherever they go, they will publicize low-carbon production, environmental protection and consumption reduction, provide special environmental protection stickers to customers, publicize Sany's latest service commitments, and various types of low-carbon production, energy-saving and consumption-reduction manuals and various types of construction. Equipment environmental protection, maintenance books, and hands-on training on-site training of customer operators how to decontamination dust, how to save fuel, guide customers to establish a low-carbon production of green environmental protection concept, and call for the whole industry to actively join the energy saving, to build a harmonious home This social responsibility comes from the middle.

Foton Lovol is not to be outdone. In order to improve the standardization of services, the company continuously innovates service models and methods, establishes files for customers, and actively conducts follow-up services for customers in terms of regular maintenance of vehicles, daily vehicle operation, consultation, and maintenance. Strive to create a "to serve you wholeheartedly" service brand; In addition, Foton Lovol Heavy Industries launched the "123" project and "3 +6" action. The “123” project means that the service response time is 1 hour, service service time is 2 hours, and on-site troubleshooting is 3 hours. "3+6" action, that is, a service must be done three calls: accept information, make appointments, return customers; one service must be done six tasks: check the whole machine before the service, clear the site after the service is completed, after troubleshooting Do whole-body medical examinations, implement product training at the site, invite users to test machines on site, and track work for 5 minutes. Improve the standardization of Sanqiu services with hard norms.

As the Chinese engineering machinery giant, Xugong Group settled in Sichuan on August 8, 2010. The center directly serves the largest 10-million-ton oil refining and ethylene project in China that PetroChina Sichuan Petrochemical has invested in. The project uses a large number of XCMG's truck cranes, and the use of truck cranes during peak construction period will reach 300 units. This is XCMG's "zero distance, with you" quick service concept, to carry out "integrity care customers" activities, to provide another construction service for customers. It is understood that Xugong Express Service Center will send service technicians with more than 5 years of working experience in XCMG to eliminate conventional faults for on-site construction products, train and answer questions for construction users. Once a faulty crane in the project site is reported to be repaired, spare parts will be available within 30 minutes. The service technician arrived at the construction site and made every effort to ensure that the user's construction was normal and efficient.

In addition, there are many industrial companies that have carried out customer service activities in varying degrees and in different forms. Obviously, serving good customers has become an industry consensus. Although Zoomlion Engineering's lifting company took the lead in launching the service system in the industry, it is believed that more companies will keep up with the service express train, seize the opportunity, and catch this “service express train”!