“today makes clients feel the incredible service, and tomorrow may only be a small surprise.” faced with such real and cruel challenges in the area of after-sales services, the vice-president for global services, fuji schleller (china) ltd., hsu hwang hwang, has reminded himself and his team of the urgency of constantly raising standards of service。
In china's vast and diverse markets, diversification and individualization are reflected not only in the product area, but also in demands for service standards and levels, as well as in the impact of client service levels on client satisfaction and loyalty. It is also hard to understand why a full package of services in the area of after-sales services has become one of the most successful operations in the world。
Full package service models, popularly promoted by the print industry, were pioneered globally by fowschler. The full package of services is the contract for the maintenance of the full package of services, under which the client is required to pay only for printing and reproduction, while maintenance of the printing equipment, including spare parts, consumables such as ink and ink drums and labour, is the responsibility of fuji xerox. Professional teams proactively and in a timely manner monitor the condition of the equipment to keep it optimally working, thereby increasing the efficiency of clients, reducing the cost of machine use and ensuring that users “ never stop printing”。
In 1997, fuji xerox introduced this feature service into china, becoming the first chinese print manufacturer to provide a full package of services. In 2011, the full fuse xerox service was fully upgraded, with the addition of the easy-survivor remote service allowing remote monitoring and maintenance of enterprise office equipment。
However, after-sales services are not easy for both product lines and stations, which are leading in the chinese market. And in any case, good service coverage in the vast chinese market is a major challenge. In the concept of hwang hao, services cover not only the regions and municipalities, but also the 2,862 municipalities and regions covering the districts and districts. Strong systems of after-sales services are essential。
In line with the growing size of the chinese market, fuji xerox continues to increase investment in post-sales services. The consolidation of telephone support centres in mainland china, hong kong and south korea, bringing resources together in shanghai and mobilizing the group's global resources to support chinese clients; 5,000 square metres of spare parts warehouse and 11 regional spare parts depots in shanghai high bridge (line 600648), wuhan, shenyang, etc., to meet the requirements for the distribution of equipment and spare parts; and the enhancement of the training of engineers, with training not only to track technological updates, but also to place greater emphasis on basic learning, such as electrical engineering, “is far from enough to repair machines”。
In addition to the strict service requirements of the after-sales team, the management of cooperative service providers continues to be improved. The requirements for service providers are strictly regulated, from equipment type and urban service coverage, coverage of spare parts and consumables, to quality of services and response time frames. The outreach of lending partners is achieved through the implementation of more humane and differentiated management and support, as well as the refinement of the hierarchical management of authorized service providers。
44 cities have established direct engineers, over 300 authorized service providers, and over 1,500 certified engineers ... A strong network of after-sales services underpins the commitment of fuchler to all users. In the “value plus sales” two-wheel-drive strategy of the chinese market in fuji xerox, after-sales services add value to clients is an important component of the value strategy. After-sales services will also be upgraded as product innovation and the “chinese custom” series of products are introduced. “we must keep up with the times, and we must constantly raise the standards of service and thus the level of service throughout the industry.” hsien hsien hsien hsien stressed。
