Guangxi Yuchai: Providing maintenance replacing repair service for the first time to create a tripartite win-win model

The engine is also referred to as the heart of automobiles. Doing maintenance for engines regularly can improve its reliability, prolong its service life and reduce the cost of use. For a long period of time, most domestic engine users fail to develop the good habit of doing maintenance for engines and they usually do maintenance in substandard maintenance shops or by adding oil products purchased by themselves randomly. These acts do great damage to the performance and lifespan of engines.

Guangxi Yuchai Machinery Group Co., Ltd. has an engine market holding of 4 millions. With the development of product homogeneity, using value added services to develop post market can not only improve users’ stickiness to the product and the reputation of the brand, but also is an essential market opportunity.

Yuchai introduced the concept of “maintenance replacing repair” into the engine industry for the first time in 2014 to guide users to develop the habit of doing maintenance for engines regularly. By maintenance replacing repair, it means doing regular maintenance, replacing engine oil and filter elements regularly, inspecting engines regularly and removing hidden malfunctions so as to maintain the normal operation of engines, to reduce product malfunctions, to prolong its service life and to guide users to pay attention to daily maintenance. The maintenance replacing repair activity carried out by Yuchai is mainly targeted for vehicle users (bus users excluded) who bought vehicles equipped with Yuchai engines in 2014. After the first maintenance, users can use Yuchai lubricating oil and Yuchai original accessories provided by Yuchai service stations to do maintenance following the instructions. Users who have enjoyed this kind of maintenance service for three times can enjoy maintenance service with fees shared by Yuchai and its service station. This maintenance program is shorted as “3+2”.

Yuchai designs different maintenance programs for different customers and types of engines and makes rigid requirements for each maintenance item. The maintenance needs of engines for different systems are divided into general maintenance item, gas engine maintenance item and post-processing special maintenance item, which aims to standardize maintenance process and enhance maintenance effects, to let users experience carefree services of maintenance replacing repair and to gain substantial benefits. Yuchai also launches regular maintenance activities for users in remote areas.

To ensure success of the activity, Yuchai customer service center visits customers timely and analyzes service conditions of service stations monthly to supervise the implementation of the activity and to confirm whether customers know this special offer and what kind of maintenance items they have done.

The maintenance replacing repair 3+2 activity has been carried out for 3 years, which not only improves users’ consciousness of maintenance, but also promotes profits of the service system and improves the influence of Yuchai brand, achieving a tripartite win-win situation.

Yuchai makes great efforts to guide users to develop correct engine maintenance consciousness and habit so as to reduce engine malfunctions. From January 1, 2014 to April 30, 2016, 57226 vehicles participated in the maintenance replacing repair activity, enjoying maintenance service for 120906 times in total. Timely and regular maintenance can improve the performance and reliability of engines, reduce malfunction, and enhance the attendance rate of the vehicle, which helps to reduce the cost of engine use in the long term.

Yuchai also improves the rate of doing maintenance in service stations and establishes ties between users and service stations. The activity not only promotes the quantity of flow, but also brings benefits to the accessory business of service stations and enhances the collaboration between the manufacturer and service stations. Taking Qinzhou Taihe service station in Guangxi as an example, the number of maintenance done in the activity period is 2120. The accessory sales volume increased by 1.5 million since the implementation of the activity, with a year-on-year growth of 15%. Customers doing maintenance in service stations doubled compared with that before the implementation of the activity.