In recent years, Shandong Heavy Industries Weichai Group has been adhering to the service tenet of customer satisfaction as the core, to implement the integration of sales services, call center dispatch system, and strive to promote service model transformation, bringing new conditions for Weichai services. Adjust the functions and promote the integration of sales services.
In 2012, Weichai Group transferred its front-line service functions from the customer service center to various professional sales companies, and allocated “first-line service resources†directly to “first-line combat troopsâ€, allowing “sales staff†and “service staff†to form a family. Requires "who is responsible for the service". This will not only focus on the allocation of functions and the use of resources, but also make it easier for service stations and customers to directly contact “service workers†to obtain services, and also allow “service workers†to gain greater autonomy and be more flexible, efficient, and targeted to solve market services. Problems, greatly improve service timeliness and customer satisfaction. Set up a call center to remotely monitor the service process.
In addition, Weichai Group invested more than RMB 20 million to establish a digital management call center and launched the “Full Service Center-New Aftersales Service System†project to monitor the work of more than 4,000 service stations worldwide. It has completely changed the current status of unsupervised service process and low customer satisfaction, and realized the entire process of service management including closed-loop service management, online failure approval, standardization of fault description, standardization of maintenance items, and automatic service charge accounting. After the call center was put into operation, the average daily incoming line volume exceeded 200 times, and the telephone satisfaction rate exceeded 97%.
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