In recent years, the truck after-sales service market has become the focus of the industry. Under the new economic normal, the severe industry situation has forced enterprises to increase the service model transformation and upgrading. After entering the national four emission standards, what are the urgent needs of truck users for the services of enterprises?
During the period of 3.15 in 2015, our survey found that service outlets are intensive, the price of accessories is transparent, service standardization, and service specialization have become the most intimate services for truck users.
Intensive service network expansion service radius Mr. Xu from Yakeshi, Inner Mongolia, responded to the reporter and planned to buy a Light truck of Guosi, but encountered such a problem. The service station was too far away. The service station of the brand he used was long. 800 kilometers, the distance to and from the service station is 1600 kilometers, the time cost is too high, and the pit stop maintenance is very inconvenient. There is a gap in the service network or the service radius is too small, which is the primary problem facing the user in the service.
As we all know, one of the biggest impacts on the user during the fourth era is that the vehicle maintenance needs to enter the service station. From the mechanical pump era to the electronic control era, the vehicle maintenance and repair technology requirements are higher, and the technical level of individual maintenance points in the market is low. The detection and repair equipment is not perfect enough to meet the needs of users. As a result, truck users have turned from a guaranteed outbound station to a service station.
"Now the country's four trucks can not be repaired outside as before, the electronic maintenance technology can not meet the individual maintenance level, must enter the service station designated by the manufacturer." Hebei user 耿 master said.
Indeed, the service station has become the only maintenance point that most users trust. The maintenance after the purchase of the car must enter the service station whether it is in the insurance or in the insurance phase. In some areas, there are still problems such as fewer service outlets and smaller service radius, especially in some remote areas. Just as the situation encountered by Mr. Xu in Inner Mongolia, the key to the choice of the enterprise to do the customer service first is to implement the support and guarantee of the service station.
The industry believes that although the layout of service outlets is an old-fashioned topic, it is the basis for users to accept services. Enterprises should increase the layout of blank outlets, especially to meet the service support and guarantee of users in remote areas.
Service standardization accessories price transparency in the era of the country, facing a new challenge for the old users: the national four car operation or will generate new faults, such as aftertreatment systems, engine electronic control system problems, opened trucks for decades The old driver is confused and unable to cope, and more often ask for help from the service station. The high price of service station accessories has always been the reason for users to escape from the service station. Then the question comes, how can the user feel at ease to enter the station and not encounter the malicious increase of the "Black Heart Service Station"? In this regard, Master Li of Shandong hopes to get such help. "The manufacturer gives the accessory guide price can be a price range, and realizes the open and transparent price of the parts. This is a good service for our users."
The chaotic price of auto parts market is a long-term problem. How to regulate the market sales of parts and components? Protect the vital interests of truck users? The transparent price of parts and components is undoubtedly a good method. This seemingly difficult problem is now Some companies have taken the lead. In 2013, Foton Daimler Automobile established the Auman accessories flagship store in Tmall Mall, and transparently displayed the price system of the accessory products through the form of an online store. This not only allows users to understand the price of the accessories but also the original pieces. The demonstration, the accurate display of the details of the accessories by the factory is conducive to the service terminal to combat counterfeit goods. In this way, the user already has a scale in mind.
In the transparency of the price of accessories, Foton Daimler has already made a good start, but many companies have not done so. The realization of transparent price of parts and components is not only conducive to protecting the rights and interests of users, but also conducive to the healthy development of the auto parts industry. This will also become the most intimate service for users.
The industry believes that: manufacturers need to use various platforms to publicize the price of accessories, let users understand the price of accessories, and prevent malicious increases in service stations.
Service mode diversification and specialization Nowadays, the truck service has undergone earth-shaking changes compared with the previous years. The original call was not answered, and now the phone is answered in a few seconds. When the problem occurs, someone can help solve it in the first time, even if there is service on holidays. Staff are on duty. Truck users reacted, in addition to making phone calls, they can also use a variety of platforms such as network query phone, enterprise WeChat service number to locate nearby service outlets, mobile APP software and other diversified service models have entered the truck users.
Beyond diversity, the specialization of services is the key, and users are demanding new high-end truck driving training services. After 90, the truck driver Xiao Li, after eliminating an old truck in 2014, purchased a more advanced high-end heavy truck in China. He found that the driving instructions accompanying the car were too theoretical and too practical, and encountered some problems in actual operation. In this regard, he confided to reporters, "Domestic truck companies should be in line with the service standards of imported trucks, such as the actual guidance given to the user with the training of the car, combined with the actual driving instructions written on the road transport, more targeted, reference, To better serve users."
New car driving training This service has become the norm in imported trucks, but it is not popular in domestic truck services. Fortunately, we have seen that Dongfeng Commercial Vehicle Co., Ltd. has launched this service strategy in Dongfeng Tianlong's flagship high-end heavy-duty truck. If this service can be promoted or popularized, it will bring more professionalization to the truck user community. Guarantee.
The industry believes that truck manufacturers should develop intimate and worry-free service planning based on the needs of truck users. Promote the standardization of the after-sales service market, diversify service methods, professionalize service levels, and ultimately achieve user satisfaction and recognition.
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