Instrumentation industry is a "four two pounds" of the industry, as early as in the last century people realized the role of instrumentation in economic development, a U.S. Department of Commerce report shows that the instrumentation industry's industrial output value of the total industrial output value of only 4%, but its impact on the national economy has reached 66%.
As a representative of Chinese instruments, Xiangyi can be said to be a witness of the development of Chinese instruments.
Now, facing the vast wave of digitalization, Xiangyi - a veteran enterprise with a history of more than 50 years - has started a new journey.
Xiangyi has a total production area of 15,000 square meters and an annual centrifuge production capacity of up to 100,000 sets of units. There are more than thirty product researchers and developers, and we have the industry's first-class centrifuge laboratory, aging room, quiet test room, explosion laboratory, and so on. All machines and rotors will be put into online production after all tests are conducted and satisfied in the laboratory. Over the past decades, the core components have always insisted on independent processing and production, and the process parameters have been continuously polished and refined to form a series of unique processing techniques and quality control methods.
With a large annual output, a wide range of components and the need for continuous optimization of processes, Xiangyi Centrifuge has started the road of digital transformation, introducing MES system and ERP system in production to improve production efficiency, and cooperating with the leading digital customer service operation cloud platform in after-sales service to enhance service efficiency while acquiring customers' voices to help centrifugal machine products to be improved continuously.
Xiangyi's main customers are hospitals, colleges and universities, and major biopharmaceutical companies. In order to better serve our customers, Xiangyi centrifuges have set up offices in Beijing, Shanghai, Fujian, Yunnan and other provinces and cities. Every instrument sold, Xiang Yi will pull a WeChat group, the group has customers, business personnel, service engineers, when customers have questions in the group feedback, over time, the group customers company employees more and more, service engineers cell phone group is also more and more, leakage of information, spend a lot of time to answer customer routine inquiries gradually appeared, the establishment of the office at the beginning of the commitment to provide customers with 7 * 24 hours The fulfillment of the promise of providing 7*24 hours service to customers at the beginning of the establishment of the office was in danger.
After cooperating with After-sales Treasure, customers can scan the QR code on the equipment, submit service application in 30 seconds, and transfer the information simply and clearly by taking videos and photos of the equipment problems. Xiangyi customer service can automatically assign engineers to respond in real time according to the customer's geographic location and the type of service application after receiving the customer's service application.
After the customer service to create a work order, the customer can see the engineer responsible for the work order in the background and the process of processing the work order, real-time understanding of the time of the engineer to the door, the process of trajectory, the visualization of the whole process of tracking the processing of the work order, to enhance user satisfaction. Make the after-sales service link digital, visualization.
The Aftermarket Treasure Self-Service Portal also supports the Knowledge Base function, which allows common problems to be set up as FAQs, supporting multiple formats of text, images and video, so that customers can self-service troubleshooting.
"Overall, the service team has improved the efficiency of service dispatching by more than 60%, and the average work order service time has been reduced by more than 5 hours, which has greatly improved user satisfaction." Zhao Min, the person in charge of Xiangyi centrifuge after-sales service, said so.
Xiangyi Centrifuge has hundreds of products including fully automatic centrifugal units, biosafety centrifuges, plant runoff centrifuges, core oil centrifuges, etc. On average, the lifecycle of each piece of equipment is up to more than ten years, and Xiangyi promises its customers that the quality system has experienced effective operation for 15 years.
After-sales treasure helps to solve the problem of historical warranty data link disconnection, helps to manage the whole life cycle of the product, and improves the customer service experience.
In Set Product Type, you can fill in the warranty start time and warranty length of this product, and this rule will be inherited to the product.
After saving the warranty type, you can see the warranty information in the product type list or in the related work order afterward, which helps the after-sales department to settle the spare parts and service cost.
Long life cycle equipments are also accompanied by high demand for spare parts storage management. After-sales treasure provides Xiangyi with static and dynamic spare parts management solutions, realizing flexible deployment of thousands of spare parts, spare parts sharing and real-time write-off.
After-sales treasure has established a standardized process for engineers, customer service and warehouse on parts requisition and deployment, which improves the efficiency of work order completion and customer satisfaction; the manager realizes fine granularity management, which can grasp the tracking of each part's outgoing and incoming directions, and the dynamics of parts are associated with the work order, and the overall information and data are fed back to the other departments of the company, which will help to improve the performance of the products in the R&D and sales process.
Zhao Min appreciated the changes and business empowerment brought by Aftermarket Bao for Xiangyi, "Xiangyi plans to build itself into a world-renowned centrifuge manufacturer in five years. This can't be done without the support of our customers. We want to bring back more voices of customers' use to feed the product upgrading, and I believe Aftermarket Treasure is the bridge for this connection."