In 2009, Foton Motor's heavy truck Auman achieved sales of 85,000 vehicles, setting a record of selling a new car every two minutes. The Auman heavy truck increased by 45% year-on-year, which is much higher than the industry average of 19.09%. It is the highest in the industry. Industry authoritative experts believe that the Auman Heavy Trucks has achieved such impressive performance. In addition to the competitive advantages of its products, its industry-leading after-sales service has been invaluable.
The first increase in sales was due to leading service providers
It is the charm of big brands that it is difficult for general companies to do. In most people's minds, the auto dealership stores have set up a wide-ocean-style exhibition hall, which is full of show cars, and the after-sales service area is generally very inconspicuous. Now, this concept has been completely changed by Futian Auman. Futian Auman has stepped into the ranks of China's heavy truck industry leader, not only in the truck manufacturing technology to lead the industry's development, in the after-sales service of heavy truck consumers, Auman also dare to be the first in the world, first in the terminal Dealers reduced the exhibition area, increased after-sales service space, and upgraded service equipment. In Auman’s dealerships, the area of ​​the after-sales service area already accounts for more than three-quarters of the entire dealership area. Auman's move truly placed service users at the top of the list. From the original vehicle-based service center to the user-centered service, it embodies the characteristics of a humanized era. It also indicates that Auman has already taken a step forward from selling products to selling. The gorgeous turn of service.
As we all know, with the continuation of the use of an automotive product, maintenance costs will exponentially increase, especially the heavy load of heavy duty production tools, once the warranty period, maintenance costs will often become a part of the use of cost can not be underestimated . Although consumers have therefore called for a longer warranty period, domestic heavy truck companies are still very cautious, carefully accounting for their own product quality, maintenance costs and comprehensive profits, etc., generally set the warranty period of 12 to 18 months. The warranty period of Auman's road vehicles has reached 1.5 times the average of their peers, becoming the longest-running heavy-duty card in China, reaching the position where domestic heavy trucks are closest to the international level.
"The sale of heavy trucks is to sell services." This is a word that heavy truck marketers often hang on their lips. However, the real implementation of this sentence, the industry is only Futian Auman family. According to industry insiders, the service network of Auman Heavy Duty Trucks has created the top four in the industry, namely Auman's service network is the largest, most widely distributed, the largest in number, and the strongest in capacity. Auman has built a nationwide network of five vertical and seven horizontal highways and built a nationwide 3400 service stations and 2,000 accessory shops, the largest accessories and service network for commercial vehicles in China, based on the principle of close proximity to cargo sources, construction sites, and destinations. Established the largest call service center for commercial vehicles in China, providing call services 24 hours a day, 365 days a year. In order to ensure that the service work is in place, Auman has also developed a series of service quality management systems in response to the characteristics and needs of Auman users. It not only uses customer opinion cards, customer call centers and other methods to collect customer opinions, but also sets out improvements. The dealers and service providers reward and punishment system, strengthen the operation and management of distributors and service stations, form a "customer-oriented" service concept, and encourage dealers and service stations to use the best attitude and the best technical level as the users. service.
Hard work pays off. Auman has fully practiced the service principle of “full service, worry-free all the way†and has been rated as “Truck Gold Service Enterprise†by China Automotive News for many years. Futian Auman said: "In the long-term actual sales and service activities, we will exchange information with users, listen to users' wishes and requests in time, and then repeatedly improve on these requirements to achieve a higher level. Customer Satisfaction.†With excellent service concept and practical implementation, it is not surprising that Auman Heavy Trucks’ excellent sales performance is not surprising.
2010 "Three-pronged approach" re-emphasizes new standards for heavy truck service
Experts in the industry commented that in 2009, Futian Auman had reached a leading level in service management, network construction, and overall operation of accessories through a series of measures, which effectively supported market sales and Auman's long-term development. Then, in 2010 Can Fukuda Auman can continue to maintain the leading position in the service level industry? Futian Auman gave the answer at the 2010 business conference held by Foton Motor recently. In 2010, Auman will focus on the customer, focus on the customer experience, and implement a differentiated competitive strategy and one-stop service. We will promote the “Worry-free†service brand and create the most competitive and service-worthy automotive brands in China.
In 2010, Auman will start from three aspects: service network, parts management and service engineering. “Three-pronged approach†creates an efficient, professional and caring service environment for consumers, so that consumers who purchase Auman products can enjoy it in the future. More high-quality after-sales service, and Auman also established a new standard of service for the heavy truck industry with a complete service content and star rating service system.
First of all, on the service network, Auman will further optimize the network layout in 2010, improve service network capabilities, and lay the foundation for building core competitiveness. In optimizing the layout of after-sales service network, Auman optimizes the service network based on the principle of being close to users and user-friendly. For example, for road vehicles, after-sales service stations will be built from the national road to the construction of provincial and county roads and fill in blank areas. For condition-type vehicles, the service station is close to the operation site, and a combination of first-level stations, second-level stations, and fixed-point tours are set up in the mining area. In 2010, on the improvement of network capabilities, Auman took the strategy of upgrading hardware capabilities and improving software capabilities. Improvement of hardware capabilities: The first is to use star rating management to guide the service station to compare its own hardware and determine the target of promotion. The second is to increase the level of image, plant, equipment, and tools and enhance the quality of maintenance by building image stores. Software capability enhancement: First, strengthen technical training and technical support for service stations to improve terminal maintenance capabilities. The second is to strengthen the management of key positions at service stations and maintain the continuous and stable operation of service stations. Third, external experts trained service stations to improve their operational capabilities. The fourth is through the information system to carry out operations, inventory management and implementation of the target management, terminal accessories inventory sharing platform to promote and enhance the ability to operate accessories.
Secondly, in the management of accessories, Auman took the lead in the heavy-duty industry to implement measures to maintain internal and external security. In the management of Bao Nei accessories, Auman established an accessory management system with inventory order management as the main line. Through the enhancement of the capabilities of each link in the Bao Nei accessories operation chain, the overall management of accessories was improved. On the external accessories, Auman established a market-oriented system. Product development, procurement and distribution channel management system to facilitate foreign customers to purchase accessories and improve customer satisfaction
Thirdly, in 2010 Auman will use service engineering development and application as the main line to improve the technical service capabilities of the service system. It is reported that in 2010 Auman will build nearly 700 training bases and regional training centers, and establish a technical support system that effectively supports terminal services. Each of Auman's service stations has fully introduced diagnostic test systems and electronic control system maintenance equipment to achieve comprehensive and accurate inspections of Euro III products. Through the training of service technicians, it has created "heavy card gold medal maintenance technicians" to provide pre-sales, in-sales and after-sales services. Full professional service. In terms of service system, the “four-return visit†system was adopted with weekly visits, quarterly return visits, monthly return visits, and annual return visits. Dealers, service stations, branch offices, and customer service centers are linked together to ensure the establishment of a customer service system. The Auman brand's commitment to customer service; frequent use of spare parts, 24-hour supply of consumables, customer call service center and national service network opened 24-hour service hotline to provide customers with 24-hours-a-day rescue services.
In addition, in 2010 Ouman also occasionally played a service "combination boxing", such as large-scale visits during the Spring Festival, sending cool events during the spring and summer seasons, sending warmth events in autumn and winter, "ten-free service," and giving away "kindergarten care cards." "Value-added services such as gifts, its meticulous and thoughtful has established the domestic heavy truck industry's most considerate customers, the "full-time worry-free" model image. Experts believe that Auman has the dual advantages of excellent product quality and strong service accessories, and gives full play to the scale advantages, which will play a huge role in promoting the entire automotive market.
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