Digital intelligence service is upgraded again, how does Sany build a win-win after-sales ecosystem?

In the highly competitive field of construction machinery, service has always been the key weapon for Sany Group to stand out. At the 2022 Sany Group Marketing Service Digital Intelligence Conference, the company took the lead in launching the service digital intelligence revolution:

By promoting the digital intelligence of the call dispatch and service process, we can do a good job in the collection and application of service process data, empower service engineers to quickly solve faults and solve practical problems for customers more efficiently.

With the implementation of this decision, the service digital intelligence 2.0 project was officially launched, in order to create an online + offline service digital intelligence system by covering the end-to-end service scenario.

After 15 months of hard work, the project team has achieved remarkable results:

Serve the six core breakthroughs of the digital intelligence 2.0 platform

1. Intelligent dispatch: let the service "one step faster".”

The first "differentiated order dispatch + regional strategy algorithm" accurately matches the skills of engineers and customer needs, improves the service arrival time by 49%, and achieves the optimal balance between cost and efficiency.

2. Payroll settlement in seconds: Payroll is transparent and more efficient

The country's first service order wage is 100% machine second, the order value, skill level, and regional differences are automatically correlated, and the direct sales system realizes the daily and monthly settlement of wages, and realizes the direct payment of 240 million wages.

3. Intelligent Consultation: Accurate "Fault Doctor"

The knowledge graph management platform has accumulated 11,700 classic cases, and built a remote technical support platform, and the number of on-site support orders from experts has decreased by 39%.

4. Online training: cultivate 1300+ cross-border talents

Build a service engineer skills certification platform, push 2,335 professional knowledge and 1,273 courses on demand, and cultivate compound technical talents online and offline.

5. Fault knowledge base: an "encyclopedia" accurate to each part

17,700 pieces of standardized fault data cover the entire life cycle of the equipment, and the fault phenomenon, cause and solution can be associated with one click.

6. Intelligent cost allocation: Build a win-win business ecosystem for all parties

Establish a multi-party cost-sharing model, automate the claim process to cover 86%, clarify the rights and responsibilities of customers, agents and suppliers, and greatly reduce the dispute rate.

By the end of 2023, the project covers 9 units of the group and 5,000+ service engineers, and the monthly activation rate of the service platform reaches 100%.

Entering 2024, this change has not stopped - the project team has made every effort to sprint 188 function iterations, focusing on completing the version upgrade of the service operation platform, and achieving a breakthrough operation time reduction of 57.7%; The monthly active rate of the new service combat platform reached 94.7%. Relying on full-link data governance, the operation efficiency of service engineers has been greatly improved.

Realize real-time online collaborative operations of customer calls and complaint orders, with a 7-day resolution rate of 92% for remaining problems and a 4-hour closed-loop rate for complaints, truly achieving full-cycle intelligent management and control of "problem discovery-response-resolution".

Today, Sany after-sales service has transformed from the traditional "passive response" to "active empowerment", and the service quality and efficiency have achieved a qualitative leap. At this year's March Day, the Service Digital Intelligence 2.0 project successfully won the Group's 2024 Outstanding Project Award for its outstanding performance.

Service Digital Intelligence 2.0 is not only an efficiency revolution, but also a redefinition of service value. In the future, Sany Group will continue to transform service capabilities into quantifiable, inheritable and evolvable core assets through digital and intelligent transformation, so that every service contact will become a growth point of customer value, and strive to provide a replicable innovation paradigm for the service upgrade of China's equipment manufacturing industry!