During the two sessions, 'Intelligent Networking' became a hot term for the automotive industry. Whether it was unmanned or smart manufacturing, it was inseparable from intelligence. In the service sector, companies that have seen industry trends have begun to lay out their services in smart services. Foton Motor is such a pioneer.
'The previous service was for better sales. Today's sales are for better service. Sales has become the starting point from the end of the business format. How do we leave customers in our network during the entire product life cycle? The services provided cover the vast majority of customers' needs and thus create a new ecology. This is a new proposition to be faced in the new era. 'Song Shuashan, deputy general manager of Foton Motor Group, said in an interview with reporters that in his opinion, in the car When the industry is facing great changes, the service concept must also be changed. It is necessary to transform from customer service to customer operations.
Song Shushan
On March 9th, Song Shushan told reporters of Commercial Automotive News that Foton Motor had explored and practiced a new model of intelligent services. The reporter felt that Foton Motors has taken a turn for the needs of satisfying customers' life cycle needs. The forefront of the industry.
Focus on full-cycle one-stop smart services
'Electrification', 'Networking', 'Intelligent', 'Shared', 'New four modernizations' have become recognized as the future trend of the automotive industry. It not only brings about huge changes in the product, but also the concept of consumption. And a revolution in business model.
For these changes, Song Shushan has a deep understanding of the changes in automotive products, changes in consumer philosophy and changes in business models, all put new demands on services.
"The auto brand used to rely mainly on selling cars to make money. Now it has to rely on services. Developed countries have already walked the same path." Song Shushan stated that the profits of commercial vehicle 4S shop vehicle sales are getting thinner and thinner, but the profit growth point comes from Automotive finance, vehicle affiliation, insurance, used cars, etc. At the same time, the golden era of rapid growth in the automotive industry has passed. The future development of the automotive industry will remain below the average level of GDP growth for a long period of time. The excavation is more realistic and urgency.
Therefore, it is difficult to rely solely on offline single dealer networks to meet customer service requirements in the new situation. The traditional dealer network must be integrated with the Internet of Vehicles and the Internet's “three networks.” Based on this, Foton Motors carries out the service brand concept. The upgrade, the pursuit of full-cycle one-stop smart services, to achieve maximum customer satisfaction.
The biggest change here is the word intelligence. It means that this is an intelligent, connected, dedicated service platform for the user's 'all needs'. Through customer interconnection, vehicle interconnection, and service interconnection, we provide intelligent services to our customers. Customers provide a more suitable travel solution.
Through the intelligent platform, Foton Motor can improve the efficiency of user services and at the same time, it can also make a full-fledged analysis of its own service system based on the user's evaluation, so as to promote the continuous improvement of service quality and continuous improvement of the service system.
Futian Automobile's 2nd 'Gold Service Engineer' Service Skills Competition Final
Establish a new service model for interconnection and interoperability
The future of Foton Motor will be such a state: Every time a product is sold, it must be able to monitor the operational status of the product and to achieve real-time interconnection with customers.
This puts high demands on the service network. People, cars, and machines are interconnected and interoperable. Seamless connection in different application scenarios are all big issues.
Where are the breakthroughs? Internet, car networking and membership systems. As the industry's earliest company to propose and implement the Industry 4.0 strategy, Foton Motor ensures the long-term business transformation trend by promoting the marriage of information intelligence technology and physical business conditions. The same is true for services. Fukuda Automotive builds an intelligent service system that covers the entire lifecycle based on the Internet, car networking and membership systems.
Through the Internet to achieve the interconnection between enterprises and customers, based on the e-Fukuda platform to achieve business and customer information exchange interconnection. At present, Foton e home users have reached 750,000, in the e-Fukuda APP terminal, the reporter saw that its function is very strong, Has already covered the customer service, the member center, the marketing, the vehicle networking and so on the function module, will also continue to develop the car life function module, will let the customer use the car the convenience, the scouring benefits, feels fun.
The interconnection between the car and the customer is achieved through the Internet of Vehicles. At present, the vehicle networking system has been installed and applied by Foton Auman, Resa, Ouhui, Ouma, Aoling, and Times. The total installation has reached 197,000.
In addition, Foton Motor also provides its customers with a full life cycle differentiated service by building a membership system, thereby enhancing customer stickiness, enhancing customer loyalty, and achieving affiliate marketing. It is understood that there are currently 1.8 million Foton Motors members.
The most obvious change brought about by the implementation of these measures is that the satisfaction of Foton Motor Services has been increasing year by year, and the service management and control capabilities of enterprises have also gradually improved.
Build a future-oriented industrial Internet ecosystem
In order to implement the 'customer-centric' service concept, Foton Motor will further integrate industrial Internet technology in the service sector, and seamlessly connect the dealer network with the Internet and the car network 'three networks' to enhance the stickiness between enterprises and users. Sex.
The Industrial Internet of Foton Motor is defined as 'car + Internet'. Its core concept consists of two parts. First, it requires the use of a car network to realize interconnection with each car's entire life cycle to provide full life cycle services. Second, it must rely on the mobile Internet. To achieve full interconnection with each customer, provide quality services for car selection, car purchase, car use, car maintenance, and vehicle replacement, and build an internet ecosystem for the automotive industry, thereby realizing the overall goal of transforming and upgrading from a traditional manufacturing model to a manufacturing service model.
In terms of car networking, in 2018, through the intelligent and differentiated car networking customer service system, the traditional after-sales service to active service, remote online service, intelligent service control and other direction transformation and upgrading. Such as fault reminding and active service, remote diagnosis and Technical support, maintenance reminder, precision rescue, oil nanny, etc.
On the Internet, the starting point is the Futian e. APP. This platform has been on the market for only over a year. By increasing the frequency of customer interactions and user stickiness, a total of 30,700 vehicles have been sold. The copy of the Foton Motors Planning and Marketing Management Division stated that 2018 In 2011, based on the Foton e platform, Foton Motor will focus on the core business processes of vehicle reservation/maintenance/rescue and further open up the online flow of fault diagnosis, cost estimation, online payment and evaluation, and other whole business processes. Transparency, improve service efficiency, customer service response from the previous 8 minutes to less than 3 minutes. It is expected that in 2018 Fukuda e home will reach 1.5 million customers, membership recruitment will reach 3 million.
Vehicle alarms, fault conditions and poor driver's driving behavior can be seen through the car networking platform
The long-term goal is to create an industrial Internet eco-platform. 'Next, we are building the Futian Industrial Internet Platform Eco-Operating System. This operating system will support the cloudization of the entire business system of Foton Motor, and will link the vehicles to the Internet, the Internet, and the factory network. , Smart manufacturing, intelligent design, deep integration of intelligent supply chain, promote the transformation and upgrading of Futian to service-based manufacturing, and ultimately provide customers and industry with solutions and data value-added services. 'Song Shushan said that the Ministry of Industry and Information Technology is currently implementing measures to accelerate the improvement of industrial Internet platforms. Construction. In the future, with the further development of the Internet ecosystem of Foton Motor Industry, Foton Motor will truly realize the transition from traditional manufacturing to service-oriented manufacturing, and will also directly drive the entire industry to subvert traditional manufacturing to advanced manufacturing.