U.S.A

Source: FOTON LOVOL News

The launching ceremony for FOTON LOVOL's twelfth San-xia Cross-area Service was held on May, 21. After that, over 2200 service team members from FOTON LOVOL would be dispatched to provide service for this San-xia work.

FOTON LOVOL has enrolled itself in cross-area service for san-xia for eleven years in a row and provided five models of service: follow-up service, full-scale service, family-like service, informative service, and brand-based service. While leading the whole industry to upgrade the service, FOTON LOVOL has brought the warmth, convenience and efficiency of its service to hundreds of thousands of agricultural machinery operators.

This year FOTON LOVOL is ready to welcome San-xia with its optimized service system and creative service measures. FOTON LOVOL has made full use of information service center to benefit from its speed and convenience. It cooperates with the Ministry of Agriculture to provide cross-area fieldwork information for this san-xia. The information center is equipped with 64 operators to deal with phone calls from users which amount to 25,000 calls and over 1 million pieces of text messages every day. Technical experts can provide long-distance diagnosis and guidance for problems with machinery and ensure the fastest solution to problems. The follow-up calls can ensure the service quality and effects.

FOTON LOVOL has optimized the service staff to promote service efficiency and quality. Besides the original commanders, service team leaders, service drivers, service crew and other job settings, new job settings such as technical consultants, professional parts coordinators appeared. Technical consultants mainly provide technical training for service crew and offer technical support and information to grant immediate solutions to problems in the market. Parts coordinators have full knowledge of the storage, use, and turnover of various parts in their fields and enhance the vertical and horizontal supply of parts to ensure the efficient supply of parts.

FOTON LOVOL has put forward the "1, 2, 3" Project and the "3+6" Project, promoting the efficiency and standardization of its service. The "1, 2, 3" Project refers to the response to problem in one hour, realizing service in two hours and solving problems on site in three hours. The "3+6" Project refers to three calls in a single service: accepting cases, making appointment with clients, calling customers back, and six steps in a single service: checking the whole unit before service, clearing the site after service, examining the whole machine after solving the problems, providing on-spot training of products, asking customers to test the machine on spot, and following up the fieldwork for five minutes. Service Green Channel is also set up and value-adding stations are set up in crossings in cross-work area to provide customers and operators with free maintenance, parts supply, informative consultation and rest area.

Meanwhile, FOTON LOVOL has tried its best to provide the best and the fullest resources to meet the demand for service. Relying on over 400 distributors and 24 parts storage centers, FOTON LOVOL has prepared parts worth 40 million RMB to ensure a successful summer wheat harvest.