Lovol excavator innovative marketing services to enhance the competitiveness of the terminal

The year 2010 was a year of excavators. Under the background of rapid growth in domestic fixed asset investment and real estate development, the construction machinery industry showed rapid growth, especially as the performance of excavators was particularly prominent. Therefore, the construction machinery manufacturers also became more In Vietnam and Vietnam, we focused on this big "cake" and the market competition became fiercer. To this end, Foton Lovol Heavy Industries continued to enhance product development and innovation capabilities this year, while continuing to innovate marketing services and improve its terminal competitiveness.

The service management work of Lovol excavator customer service center from the service concept to the action, from the basic data to the management template, from the service standard to the service measure, is undergoing a system upgrade. Because Loewe people understand that in addition to product innovation, the rapid improvement of marketing service capabilities is another important support for excavator business breakthroughs, beyond, and leading.

The construction of the service team, the improvement of the service platform and the enhancement of service training all reflect the efforts and changes made by the Lovol excavator customer service center.

As for the service team, Loewo excavator customer service center implements an open, process-oriented office, promotes borderless communication and communication, humanistic care is reflected everywhere, and the sense of belonging of service team members is increasingly strong. At the same time, the Revolver excavator service team has also formed a "flying hawk service team". The service team not only possesses high-skilled, high-quality, strong teamwork, but also has the characteristics of fast response, which greatly shortens the difficult problems of service. Closed-loop time, reduced user waiting, improved user service satisfaction, and truly "to serve you wholeheartedly."

In terms of service platforms, the company further accelerated the construction of training centers, improved service platforms, and established a 24-hour nationwide 400 customer service system that allows each Loebro excavator customer to receive the most satisfactory service at any time; in addition, the system's presence in the company The external engineers can also manage the entire process to ensure the timeliness of service and the quality of service. In addition, the company has established a “green channel” to support the difficulties encountered by the agents and give priority to providing support for technology and accessories. It is also objectively correct. The agency's services are supervised and managed, in particular, the tracking and management of the core service business process is implemented to further improve the service capabilities and quality of the agents.

In terms of service training, the training center's training area and training classroom area have been expanded to provide agents and users with more perfect training and learning conditions. The training base consists of 5 training classrooms and a practice training factory. Each classroom can accommodate 40 people. At the same time, 6 classrooms can be set up. The teaching equipment in the classroom is fully equipped with various professional training. At the same time, the training base also made full use of its own resources to compile junior and intermediate training materials such as “Service Administration and Operation Manual” and “Field Service Manual”; and produced teaching aids and equipment for cutting models of hydraulic components, electrical test benches, and engine test benches. It is reported that since the opening of the class, the Revolt excavator customer service center has successfully trained agents, service personnel, and company service team members to nearly 1200 people.