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In the eyes of many multinational commercial vehicle giants, Chinese heavy truck companies only pay attention to products and indifferent services, leading to a long-term embarrassing situation in which China's heavy truck industry is in a situation where there is no branded service and no service. Fortunately, more and more commercial vehicle companies are beginning to realize the importance of services for brand building. In recent years, both passenger cars and truck companies have explored different service channels and methods in order to enhance their brand image and value.
As Xiong Weiming, general manager of SAIC Iveco Hongyan Commercial Vehicle Co., Ltd. (hereinafter referred to as “Hongyanâ€) put it, “The heavy truck industry has entered the post-competition era. We can no longer rely on an inexpensive product to dominate the world. It is necessary to build high-end services to provide strong support and guarantee for the entire marketing.†Therefore, at last year’s Shanghai International Auto Show, Hongyan officially launched the long-serving service brand “Service Zero Distanceâ€.
In order to improve the after-sales service level and further improve the after-sales service system, Hongyan has borrowed advanced management experience from the heavy-duty truck industry in the world, combined with the characteristics of domestic heavy-duty trucks, to create a standardized customer service process with “fine, honest, reach, and trust†as the core — - STAR standard process (also known as star service process). Hong Yan stated that by implementing this standardized process, not only can the measurement of services be achieved, but also the user's needs can be quickly responded to, problems can be identified and service levels can be optimized.
Since last year, Hongyan has also launched a series of new measures in the field of after-sales service. In addition to continuing to hold car maintenance staff skill competitions, and carrying out a brand new VI design on accessories packaging to make services more visible, Hongyan has also taken the lead in launching the National Maintenance Contract through the implementation of Blue Shield, Silver Shield, and Golden Shield. Plan to make after-sales service more systematic and close to users. In early April of this year, SAIC Iveco Hongyan accessories e-commerce platform officially settled in Taobao Tmall Mall, becoming another major measure to enhance its after-sales service in 2012.
As a means of production and money making tools, commercial vehicle consumers have high requirements for information and logistics. Through the remote management and deployment of commercial vehicles, they can help improve the efficiency of commercial vehicles and save costs. Bring considerable economic benefits. Therefore, the arrival of car networking technology has provided an important breakthrough for commercial vehicle companies to improve service levels.
In April last year, the Ministry of Transport, the Ministry of Public Security, the State Administration of Work Safety and the Ministry of Industry and Information Technology jointly issued the Notice on Strengthening the Dynamic Supervision of Road Transport Vehicles. It clearly stated that since August 1st last year, “two passengers and one dangerous "The vehicle should be equipped with satellite positioning devices that meet the regulations before it leaves the factory, which means that at least in passenger vehicles and dangerous goods transport vehicles, car networking products will become standard. Since 2010, Suzhou Jinlong first put forward the concept of “car networking†in the passenger car industry with the G-BOS smart operation system. Since last year, the youth bus “Driving treasureâ€, Guilin Daewoo passenger coach “E stewardâ€, Shaolin coach “EMSâ€, and Jinlong Passenger car network system, Yutong Bus "Anjietong" and other networking applications also appeared.
In the field of heavy trucks, car networking has also become one of the important measures for major companies to improve their services. In the process of heavy truck industry development, how to innovate the logistics and transportation informatization service model to effectively realize the “human-vehicle-road-cargo†real-time information sharing and provide fast, safe, comprehensive and intelligent services for all types of heavy truck users. It is one of the problems to be solved in the heavy truck industry. GPS's simple positioning query, track playback, and trajectory check function can no longer meet the requirements of the increasingly sophisticated management of road transport enterprises, and the application of the car network is regarded as a pilot technological change.
In April of last year, vehicle companies based mainly on Foton Motor, together with China Beidou satellite location service provider, 3G wireless communication provider, network software developer, network equipment provider and other industrial chain resources, established a company with its own brand in China. The main "Beijing Auto IoT Industry Alliance". In Foton Motor's "2020 Strategy" plan, the automotive Internet of Things is also regarded as one of the five key industries.
Coincidentally, on December 18 last year, Shaanxi Automobile first launched the “Tianxingjian†car networking service system, which became the first application of the car networking technology in the domestic truck sector and was also the first service brand in China's heavy truck aftermarket service sector.
Different from the vehicle intelligent management system on the passenger vehicle, the "Tianxingjian" system not only provides vehicle fleet managers with information on vehicle fault detection, maintenance station navigation, data analysis, and rider navigation, but also provides vehicle owners and shippers with picking. The real-time monitoring of information and cargo processes effectively realizes real-time information sharing of people, vehicles, roads, and cargo.
"Differentiation in service is far greater than differentiation in products." Liu Keqiang, general manager assistant of Shaanxi Heavy-duty Truck Co., Ltd. and general manager of intelligent service center, said that with the expansion of the company's scale, the extension of the service network, products The renewal and expansion of the line, in recent years, the unity of heavy truck business services and the response speed of accessories are facing no small challenge. With the development of the times, in addition to traditional modes such as service stations, users will have many new demands, and the application of the car networking system will become an inevitable trend in the future heavy truck field.
In addition to the Internet of Vehicles, providing one-stop solutions for customers has also been increasingly valued by commercial vehicle companies. The emerging school bus subdivision in the bus market is a good example.
On March 26 this year, Yutong Bus and the Beijing Automobile Museum held the opening ceremony of the first 360° security experience park in China. This is one of Yutong’s important initiatives to promote school bus culture in recent years. Despite being in the “leadership†position for a long time in the field of passenger cars, Yutong is not satisfied with the role of just selling cars.
“To ensure the safety of schoolchildren, we need not only a vehicle with “reinforced iron and bonesâ€, but also a school bus culture that it needs to adapt to.†Yu Yuxiang, chairman of Yutong Bus, believes that with the rapid development of education in our country and the people’s living standards With continuous improvement, the demand for school buses has been constantly increasing. However, many school bus operators do not have professional transportation management experience, and they do not have professional experience in school bus operations. They lack line design, vehicle maintenance, scheduling and driver training management. Necessary ability. The development of domestic school bus culture and public awareness needs to be strengthened. Therefore, Yutong has been promoting the school bus culture nationwide since 2010 to provide customers with more operational services to better consolidate its leading position in the school bus market and enhance the Yutong school bus brand influence.
