After the baptism of the financial crisis, in the next 3 to 5 years, the construction machinery industry in China will usher in the peak of technological development. At this stage, due to the impact of the financial crisis on foreign companies, their own development speed will inevitably slow down, while China's economic situation is relatively good, so that Chinese enterprises still have a certain degree of financial strength, and thus still have a strong ability to invest in R & D. During this period, the introduction of technology and talents by enterprises will also become more important. The technological gap between Chinese companies and foreign-funded enterprises is expected to shrink.
After narrowing the technological gap, the sales price of construction machinery products made in China will increase. At the same time, as the manufacturing industry gradually shifts to the BRIC countries (Brazil, Russia, India, and China), the cost-effectiveness of Chinese companies It will also be gradually reduced. Today, foreign brands have listed Chinese companies as their main competitors. If China's construction machinery products want to further enhance its market competitiveness, service becomes an indispensable element.
Service creates profits for the company
In the earlier period, vicious competition such as price wars filled the industries of loaders, bulldozers and other industries, making the gross profit margin of these products greatly reduced. Although this phenomenon has subsided in recent years, it has become difficult for companies to obtain higher profits in sales. In addition, the sale of construction machinery products is not a one-hit sale, and all products involve service and maintenance. How to create value in after-sales services has become an important issue for companies. In this regard, there are two main links that can serve as a contribution point for companies to create profits.
First, the sales and replacement of parts and components. After the products have passed the "three guarantees" service period, even if some special products enjoy the right to lifelong service, they will no longer enjoy the preferential conditions for the free replacement of parts. This will contribute to the enterprise. Certain value; Second, in the maintenance and maintenance of the machine. At present, the repair and maintenance of the construction machinery industry shows a trend that changes from maintenance to regular maintenance from product failures. The value-added space of service links is worthy of corporate research.
Since Beijing Xinhaolong United Technologies Co., Ltd., the agent of Shanhe's intelligent excavator products, launched China's first construction machinery 4S store in 2005. This type of service model that has been adopted in the automotive industry in the past has officially entered the field of construction machinery. This also shows that the construction machinery company's service awareness is getting stronger.
Service to win the domestic market
There are some wonderful phenomena in the construction machinery market in China. In some products, the national brand's product performance is far from the foreign brands, but it occupies a dominant position in the market. Basically, this is the effect of a perfect service network.
Take the market change of rotary drilling rigs as an example. At present, in the rotary drilling rig market in China, national brands occupy more than half of the country. However, before 2004, the market for rotary drilling rigs in China was almost monopolized by foreign brands represented by companies such as Italy's SLY, Matt, and Germany's Breguet.
After 2004, due to the demonstration effect in the construction process of the Qinghai-Tibet Railway, a few domestic large-scale construction machinery manufacturers started the production of rotary drilling rigs through technology introduction, and the localization of rotary drilling rigs has developed rapidly. From 2004 to 2005, the national market share of rotary drilling rigs rose from 20% to 50%.
Today, on the quality of products, rotary drilling rigs produced by Chinese companies still have a large gap compared with foreign advanced brands. How did Chinese companies win the market? There is only one answer, that is, service.
The construction conditions of rotary drilling rigs are very complicated and the machine maintenance rate is relatively high. Users buy foreign products, maintenance cycle is relatively long, and expensive. The pile work industry is currently one of the construction projects with a high rate of return. A few minutes of machine downtime may result in users earning less than 10,000 yuan. Therefore, in the maintenance of rotary drilling rigs, quickness is its primary condition. On one occasion, a Yutong Heavy Industry customer's hoist was broken and needed to be replaced immediately. Yutong Heavy Industry Service Engineer Zhou Changbai arrived at the site. Since the equipment had passed the warranty period, he provided the customer with two options. First, he used the original equipment, he immediately shipped from the factory; Second, the use of domestic equipment is not famous, It can be bought in a city near the construction site and its price is less than 1/4 of the original equipment. The service life of the original equipment is about four years. This unnamed domestic equipment has poor performance and is always available for one year. So even if you replace one in a year, it is cheaper than buying original equipment. After some measure, the customer decided to purchase domestic equipment.
This case is very clear about the importance of after-sales service network. Rotary drilling rigs are the same for other products, especially for some high-end products. Foreign brands still have strong quality advantages. However, they do not have the advantage of service. Domestic enterprises are able to grab a market by building a perfect after-sales service channel. The first opportunity.
Services open up overseas markets
A well-established overseas after-sales service network is one of the key steps for a company to win the market. When China's construction machinery products are exported, many parts and components use foreign brands. This is true even if some domestic companies have been able to produce their own parts.
The reason for this situation is that the explanation given by these foreign-funded parts and components companies is that their products enjoy a high reputation internationally and Chinese products can use their brand advantages to open up the international market. Another reason that is implied is that these companies have established complete after-sales service systems around the world. Foreign customers purchase products with these parts. Once a problem arises, it will naturally be much easier to repair.
For example, Perkins has a sales and service network in 181 countries around the world. Few Chinese engine companies can achieve this scale. A good global service network system occupies a very important position when users purchase products.
In the construction machinery industry in China, some after-sales services with relatively small sales volume in the market still take the form of “guerrillasâ€. That is, only when the user has a demand, the company will send corresponding service personnel from the country. It is understood that some companies’ overseas service personnel do not even have long-term visas for their area of ​​responsibility, which also delays their arrival at the service site.
In such a market environment, the competition between Chinese companies and foreign companies should not only be the price/performance ratio of the products, but the service is also a very important aspect. If a good service network is not established, products will inevitably be labelled with “dumpingâ€. Once this situation is created, this will be very unfavorable for both the enterprise and the Chinese construction machinery industry.
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