Efficient and comprehensive equipment after-sales operation service measures are the new trump card for manufacturing companies to stand out

Nowadays, after-sales operation service has become one of the important links of industrial manufacturing enterprises. The level and quality of the after-sales service capabilities of equipment will directly affect customer satisfaction and repurchase rate. Convenient equipment repair and after-sales service are effective ways for equipment manufacturers to establish a good brand reputation. With the improvement of rights protection awareness and changes in consumer concepts, customers are no longer only concerned about the equipment products themselves. On the one hand, it is based on the cost and quality of the equipment. On the other hand, the after-sales service measures of the equipment during the warranty period will also be considered. When the quality and performance of similar equipment products are similar, consumers are more willing to choose equipment manufacturers with high-quality and efficient after-sales services.

Let us see how equipment manufacturing companies with efficient and comprehensive equipment after-sales operation service guarantee measures stand out in the fiercely competitive market.

After-sales service measures

Before the customer purchases the trial equipment and conducts on-site commissioning and trial operation, an operation and maintenance manual containing temporary record drawings, operation and maintenance procedures is prepared for the engineering and technical personnel to understand and learn about the relevant equipment in advance, so that they can become familiar with all operation links of the equipment in the shortest possible time. Before the project is delivered for use, internal professionals and technical personnel from relevant equipment and facility manufacturers are organized to provide management training on the operation and maintenance of equipment and facilities for the project maintenance management personnel.

Provide complete and comprehensive warranty technical instructions and maintenance operation manuals, the specific contents of which should include the following:

1. Equipment Instructions

A detailed description of the equipment's operating instructions for adjustment, control, monitoring and calibration, as well as the size, specifications and functions of each major device and component of the equipment system; the original calibration parameters of each system's adjustable components and protective devices, the normal system equipment operation procedures, and the contingency procedures and solutions under abnormal conditions, so that some components of the equipment can maintain normal operation.

2. Equipment technical description

Including technical data and functional operating instructions of the equipment components provided for installation, technical data introduction of all systems and equipment; all equipment must be accompanied by drawings compiled by the original manufacturer, and if necessary, a component breakdown diagram must be provided, as well as the location of each component; equipment production information, such as: manufacturer, model, series number, adjustment and positioning parameters confirmed after commissioning and operation, product manuals of all devices and equipment, as well as performance indicator tables and other relevant information.

3. Equipment maintenance

Includes the operation and maintenance process instructions required for all devices of the equipment, including the following: inspection and operation manuals for the equipment system, procedures and requirements for replacing spare parts for the equipment; matters that should be paid special attention to when executing operation and maintenance procedures, warehouse storage and spare parts inventory lists, fault-finding procedures in the equipment system, contact information for purchasing spare parts, etc.

At present, in order to better improve the efficiency of after-sales operation services and customer satisfaction, and transform the after-sales team from a previous cost expenditure department to a department that directly generates revenue, equipment manufacturers have adopted cloud maintenance and after-sales operation SaaS software, allowing the after-sales team to provide customers with high-quality after-sales services for the company and increase customer repurchase rate.

Through the cloud maintenance and after-sales operation SaaS software, you can know the operation status of the equipment online in advance, such as the equipment's startup rate, OEE, utilization rate and other relevant data in the equipment's full life cycle management. It can also reasonably dispatch personnel and materials, understand the maintenance status of regional engineers in real time, reduce fault downtime, and improve customer service efficiency. In addition, it can also expand value-added services such as equipment maintenance and relocation, and realize secondary marketing for enterprises, making the after-sales team a new growth point for corporate profits.

Easily and conveniently manage after-sales equipment maintenance information, build an intelligent after-sales management service system, establish a unique equipment identity code, and quickly perform equipment fault reporting, predictive maintenance and other functions by scanning the code or the system actively reporting the fault; set up periodic task plans to regularly remind relevant maintenance engineers to handle equipment periodic tasks in a timely manner, and assist maintenance engineers in installation, commissioning, maintenance, repair and maintenance and other related operational tasks.

Cloud maintenance丨 After-sales spare parts management system establishes factory after-sales spare parts management facilities, reasonably arranges the reserve varieties, reserve forms and reserve quotas of spare parts stored in the warehouse, and the storage and supply of spare parts; ensures the needs of key equipment for maintenance spare parts, ensures the normal operation of key equipment, minimizes downtime losses, improves the turnover rate of spare parts funds, and reduces spare parts management costs.

Cloud maintenance After-sales operation SaaS software not only connects the equipment, but also connects the production capacity of the enterprise. Let the enterprise clearly know the equipment capacity and distribution area, so as to effectively improve the maintenance service capabilities of the equipment throughout its life cycle. Invisibly, it further extends the value curve of the enterprise and enables the enterprise to transform into a comprehensive digital service-oriented enterprise. In the future, Guangzhou Xinwei Intelligent Technology Co., Ltd. will continue to focus on the cloud maintenance industrial aftermarket technology operation platform, and provide industrial enterprises with a series of professional industrial maintenance SaaS services (you can experience it through WeChat, App Market, and Baidu search for "cloud maintenance"), so as to realize distributed manufacturing and shared intelligent manufacturing for industrial production enterprises.