In 2023, under the unfavorable situation of the industry, Weichai’s engine sales and export revenue increased significantly, and the whole year is expected to create the best level in history. In the commercial vehicle power market, Weichai has gained a good reputation in the market by virtue of the excellent quality of its high-horsepower engines and natural gas engines. After-sales service and after-market parts support also determine the competitiveness of the products in the market.
On November 21, 2023, “Customer Satisfaction is Our Purpose” was the theme of Weichai Power’s 2024 Business Conference, which was held in Weifang, Shandong Province.
In 2023, Weichai’s after-sales service operation index continued to improve, and customer satisfaction increased by 5.3%. With the implementation of strict control of product quality, the failure rate of product customer perception will be significantly reduced again in 2023, and the zero-kilometer failure rate will be the lowest in history.
In terms of service network, Weichai has set up a full coverage network with the shortest service radius in the industry. in 2023, Weichai continues to optimize its service channels, and the proportion of core channels has been steadily increasing; the service radius in general areas is 50km, and that in remote areas is 350km. through the optimization, Weichai’s service capacity has not declined, but rather risen to provide services to its customers with a better service level. In addition, Weichai also provides 7*24 hours full-process guarding service to protect all customers’ equipment.
In 2023, Weichai achieved precise management of indicators and localization of politics in after-sales service by adjusting strategies for differentiation of service channels. Through differentiated policy orientation, dispatch differentiation, management differentiation and policy differentiation, the service consciousness of service providers around the world is fully incentivized.
With the sharp increase in sales of natural gas engines, the popularization of National Six engines, and the premise of increasing demand for high-horsepower engines, Weichai empowers through training and takes multiple measures to implement service service upgrade.
In 2023, Weichai organized more than 20,000 service trainers to certify and induct professional maintenance personnel in five fields, namely natural gas, high horsepower, sharp power, large cylinder bore and hydraulic transmission. With the addition of three new training bases in Northeast China, Yangtze River Delta and East China, a total of ten training bases have been set up nationwide to provide Weichai after-sales service with excellent talents.
According to our communication with Weichai service providers on site, they obviously feel that the support given to them by Weichai headquarters in 2023 has increased. In fact, Weichai has also made the work and efforts of “making service more time-sensitive” in terms of technical support, and has set up a specialized service and technical support team to make service and maintenance more convenient.
Meanwhile, in terms of spare parts reserve, Weichai has realized almost zero waiting time for spare parts through several rounds of spare parts and whole engine delivery, as well as spare parts storage and other measures, in the case of natural gas, high-horsepower engines and other engines with rapid increase in volume.
Finally, through the visualization of service process, re-optimization of service information management, and standardized service management and other measures, Weichai’s service competitiveness has been steadily improved and increased significantly in FY2023.
In 2023, in response to the significant market increment of natural gas heavy trucks, high-horsepower tractors, and frontier coal outbound transportation, Weichai launched an exclusive service guarantee policy at the right time. For example, in terms of natural gas power, the main operation routes and core service channels for natural gas engines are sorted out; service training and parts placement are carried out in the key areas with high retention and concentrated vehicle operation.
In the face of the good results in 2023, under the premise that the industry will be supported by stable economic policies in 2024, the external operating environment will continue to improve, the short-term fluctuations in various market segments will continue, and the long-term positive situation will remain unchanged, Weichai Power will be more oriented to “active service”, “value service”, “service”, and “value service” in terms of service in 2024. service”, “value service”, “intelligent service” and “exclusive” service.
At the same time, the sales and service synergy will be improved, and exclusive product service policies will be flexibly formulated to boost product sales; service policies will be optimized and upgraded, and service incentives will be improved to achieve service competitiveness that is 15% better than that of competing products; a channel business model will be set up, and multi-dimensional analysis will be conducted to locate false documents, so as to achieve the improvement of the business capacity of service channels; and clear objectives will be set to improve the accuracy of the service satisfaction level.
In 2024, in response to the situation that the short first warranty mileage of highway vehicles may affect users’ operation, the first warranty mileage of Weichai’s high-end diesel engines was raised to 120,000 kilometers.
The first warranty mileage of high-horsepower gas engine will be increased to 60,000 kilometers.
Meanwhile, in the aftermarket, Weichai improves the added value of products by perfecting the aftermarket proprietary product spectrum, thus enhancing the competitiveness of aftermarket products, and realizes the active push of aftermarket proprietary data to support the inventory management of channels.
In order to make users feel more at ease with their vehicles, Weichai has also launched a variety of after-market products, including long mileage oil, high performance air filter, high performance brake pads, long-life clutches and high performance drying tanks, etc. Weichai has realized uniform high standards from the product end, to service and after-market aspects. From the product side, to the service and after-market side, Weichai has realized a unified high standard to escort users to use their vehicles with peace of mind.