How Big Data Supports Weichai's Smart Conversion of New and Old Kinetic Energy
Weichai Power has independently developed and improved its after-sales service and after-market business platform for two years The traditional automotive aftermarket business mainly provides customers with engine maintenance services and sales of spare parts. For OEMs, after-sales service is a money-losing trade. Selling parts can make up for the cost but it is also limited. After today's Internet has become a working platform for the automotive equipment industry, and with the increase in the amount of product ownership, the traditional automotive aftermarket business is facing transformational pressure.
Weichai has achieved production value of over RMB 100 billion in 2014, engine capacity exceeds 5 million units, covers thousands of host (vehicle) categories, and has customers in all parts of the country and on five continents. The traditional process operation of receiving orders, repairing machines, and selling accessories , Has not adapted to the internationalization of Weichai's long-distance, all-weather, variety, and individualized complex post-market business development. In addition, in the case of increasingly thin profits in the manufacturing sector, the post-market will also bear the heavy responsibility of the company's new business income.
To this end, in response to the company's business development strategy and service transformation requirements, Weichai has actively implemented the conversion of old and new kinetic energy in the post-market segment, proposed a synergistic effect model for post-market service e-commerce, and quickly improved the information and information platform for the marketing and after-sales service system. Construction will support effective allocation of industrial chain resources and achieve synergies.
Information construction solves the difficulties of post-market services
The new service system completed by Weichai in October 2016 is a system that is oriented toward high efficiency, standardization, specialization, and full-process, covering the key business processes and nodes of after-sales services at home and abroad.
As we all know, a large part of the cost of vehicle and engine manufacturers in the aftermarket is the service cost. One of the biggest features of the new service system is the significant reduction of service fees through the service APP.
It is understood that the original business process is: PC open process, out of maintenance, return to the service station, PC-end completion process. After the Weichai Service App is launched, service personnel can directly complete the completion process on the mobile phone. Simplified processes and operations significantly increase customer satisfaction.
APP can monitor service tracks
In addition, the APP can monitor service trajectories, verify on-site, and track service processes. The relevant data will be uploaded to the system platform through the APP, providing reference basis for the customer service center accounting service fees and service audits.
Based on real-time tracking and verification of the entire service process, Weichai's after-sales service costs have been significantly reduced. According to statistics, in 2016, the service cost was reduced by 13 million yuan, and the outbound cost was reduced by 9.25 million yuan.
Big data application realizes integration of post-market services
Unlike frontline manufacturing, which is a streamlined operation, postmarketing services not only need to address customer demands, mobilize resources to provide satisfactory services, but also manage and sell multiple types of spare parts and accessories. The management of people and goods in the post-market business is very complex, and it is in stark contrast to the fact that the assembly line can easily implement a flat management model.
Weichai spare parts business platform is committed to creating a unified sales business platform, through the application of big data, management of spare parts and oil, remanufacturing and other business and product inventories, to improve service satisfaction of the Three Guarantees and reduce irregular documents. As a result, after Weichai introduced the informatization and big data management platform, it realized the integration of post-market services.
First of all, the spare parts business platform converts the whole line business handled offline to on-line management and solidifies on the spare parts business platform. Secondly, we will upgrade our business platform for spare parts to a unified business platform integrating procurement, sales, and warehouse management. Finally, the three packs of urgent spare parts transfer business process are optimized to achieve the entire process of online operations.
Big data application realizes integration of post-market services
According to statistics, maintenance stations, central libraries, customer service centers, and post-market companies can save nearly a million yuan in management fees and office expenses in the year.
After the Weichai spare parts business platform went online, it greatly increased its support for overseas post-market services. Through this platform, Weichai India’s CKD orders have been processed accurately and efficiently by the Division. In addition, Indian customers can purchase according to the assembly, and can be shipped directly after confirmation by the company.
In addition, the new system has realized the order intelligence, streamlined the workload of channel distributors and salesperson systems by about 40%, and saved companies 600,000 yuan in materials and labor costs each year.
The goal of post-market digital management is "total customer-centric"
In the post-market management of traditional automotive engine products, customer relationships depend on factors such as service attitude, price, and service radius. In the era of smart interconnection, Weichai Power, based on the information system architecture, has established a customer relationship management system that is "fully based on the customer" and supplements marketing, service, and daily operations.
The Weichai Customer Relationship Management (CRM) project involved 37 core business processes in 11 departments, 7 business modules and marketing systems, and established the Weichai Customer Relationship Management IDIC model.
In the sales service, the scattered distribution of customer information has always been a big issue that plagues the precision marketing of the company. Since the launch of CRM, Weichai's customer information has been centralized, categorized, grouped and managed, and it has built a 360-degree view of customers, helping to implement accurate marketing.
In after-sales service, the service system can shorten the service cycle and improve user satisfaction. According to statistics, the use of the Weichai service system in 2016 decreased by 12% year-on-year.
In preventing the outflow of counterfeit and shoddy accessories, the spare parts business platform has enhanced bar code and anti-counterfeit code management, and tracked the flow of materials, which can effectively counter the circulation of counterfeit and counter parts.
In terms of business globalization, the service system adopts a multilingual environment and supports multi-currency settlement, effectively supporting Weichai's coordinated operations in more than 40 countries and regions. In addition, the system can realize the consolidation of domestic and foreign quality data, support diversified data applications, and provide data support for R&D and manufacturing.
As a leading enterprise in China's equipment manufacturing industry, Weichai vigorously promotes the intelligent and information-based level of the equipment manufacturing industry, and is recognized and supported by the government. In August 2016, the Weichai Power Smart Factory construction project was selected by the Ministry of Industry and Information Technology in 2016 as a comprehensive application for intelligent manufacturing standardization and new models, and was awarded a special national grant fund.
Weichai attached great importance to the transformation of old and new kinetic energy in the post-market sector, independently developed the information system, and led the upstream and downstream enterprises of the industrial chain to jointly transform and upgrade, resulting in tremendous social and economic benefits.
According to preliminary statistics, with the help of the information system, the efficiency of business coordination and resource utilization in the market after Weichai will be increased by 20%, and the IT input and operation and maintenance costs will be reduced by 30%.
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