Since the introduction of China, after more than two decades of development in the building intercom industry, products and technologies have gradually matured, user experience has been continuously improved, and the effect has been remarkable. However, the problem of after-sales service has become unsatisfactory, and has not received the majority of manufacturers. highly valued. In order to have an overall understanding of the operation and maintenance status of the building intercom industry, let everyone re-understand the importance of the after-sales service in the intercom industry. Qianjia Network interviewed Xiao Chong, Deputy General Manager of Shenzhen Huirui Electric Appliance Manufacturing Co., Ltd.
Reporter: Hello, please analyze the current operation and maintenance services of the Chinese building intercom industry.
Xiao Zong: The building intercom industry has developed very rapidly in recent years. From the non-visual intercom to the color video intercom, the technology has also evolved from analog to digital, plus national policies and smart homes. Development makes this industry more like a scent. Everyone wants to take a bite. It is precisely because of this that large and small manufacturers have emerged one after another. This not only intensifies the competition in the intercom industry, but also because the market is very difficult to regulate, directly affecting the after-sales service of equipment and systems.
In fact, not only the building intercom industry, the entire operation and maintenance status of the security industry is not very ideal, as a decorative monitoring equipment, access control products, electronic fences, etc. are also everywhere. One of the reasons for such a situation is that there is no coordination between the manufacturer, the engineering company, and the property, resulting in the delay in solving the problem; in addition, the communication protocols between the products and systems of the manufacturers cannot be common. It will also have a certain impact on the operation and maintenance of the operation and maintenance services.
Therefore, the current situation of operation and maintenance of the security industry is very severe, and industry players are required to increase their emphasis and standardize this market.
Reporter: If there are problems with the building's intercom equipment, what should be done to solve it quickly?
Xiao Zong: The property as a middle link is just a link connecting the landlord and the project owner. Once the owner finds a problem with his own product, the first response is definitely to find the property and then the property is linked to him upstream—the project owner. . However, after the project acceptance, the project owner will not be responsible for the project. Therefore, the next service can only be done by the manufacturer. This is the case for more than ten years. Because manufacturers do not deal with after-sales problems, it is bound to bring a big negative impact on the brand, which will directly affect future product sales and engineering projects.
Hui Ruitong has always attached great importance to every aspect of the product's introduction to the market. For example, in our sales contract, the following two parts are included: original contract and attachment. In the attachment section, we will do some related regulatory requirements, process requirements, and training sessions for the content of the project. In addition, it is worth emphasizing that I think that pre-sale is more important than after-sales. Because we can eliminate some hidden dangers before the sale, and after-sales can only make up for the problem. If we do a good job in pre-sale work, the problems that arise after the sale will be greatly reduced, so that not only can the user's satisfaction with the product be improved, Can greatly reduce the company's after-sales service workload.
With respect to the issue of maintenance costs, Hui Ruitong has always insisted on charging only basic material fees, which is also a matter of cost considerations. Once the product has passed the warranty period, there will be the following modes: The first mode is formulated for some powerful property management companies. If the property management company has the strength, it can package the entire product maintenance. The total package is for powerful maintenance companies or other manufacturers. In this case, we just have to directly connect with them and follow up the progress of each module. For some relatively small property management companies, because their own economic strength is relatively weak, they can only be maintained by internal personnel. For this kind of situation, we will give them some basic training. Some of the minor problems that are similar to the line head problem or the owner's mistakes in operation will be solved by most of them after training. However, for products such as Hui Ruitong’s old-line manufacturers, what actually appears is basically a few superficial issues. The situation of a genuine equipment break is very few. If there are some serious problems, users can telephone our after-sales staff, we will guide the user after solving the equipment problem and help solve it. If the telephone consultation can not solve the problem, we will provide on-site service.
Reporter: Please talk about your company's current operation and maintenance services.
Xiao Zong: Hui Ruitong currently has a total of 47 branches in China, and has a unified service platform 4007008828. The company will initially set a standard process and a standardized service system. In this way, we can start from the customer's repairs, strictly follow the stipulations, standardize the repairs, repairs, and return visits, and strictly follow the procedures and regulations.
Hui Ruitong adopts the direct sales model. Due to the particularity of the building intercom industry, compared to some other products that can be retailed, the building intercom products mostly appear in the form of solutions, and the installation and commissioning cycle is relatively long and is not suitable for general use. Agents and distributors. Since the direct sales model is used, it is relatively safe to maintain the equipment. Basically, it is the responsibility of the manufacturer. Moreover, for Hui Ruitong, the maintenance of this equipment is still more important. First of all, all our products, materials and business cards are accompanied by a service phone so that users can contact us at any time. Then, we also set up after-sales outlets in each product sales area, so that as long as users use our products, we do not have to worry about not finding our service agencies and after-sales outlets. What needs to be emphasized is that before we enter any market, we will standardize an after-sales network. Before the after-sales network has been opened, we prefer to leave the market empty.
In addition, in order to better understand our products and understand the problems existing in the use of products by users, we have also specially formulated a set of regular return visits. Each area has a customer document. Our staffs are after the acceptance of the project. Within one month, the user will be contacted once again to learn more about the use of the product, to confirm whether the system can run normally, and see if the user needs our vendor to provide services.
Reporter: What channels should enterprises use to improve the quality of operation and maintenance services?
Mr. Xiao: To improve the quality of operation and maintenance services, it seems to me to start with the most basic details and do a good job of pre-sales work. After the product is selected, the manufacturer will intervene early in the design, installation and guidance of the product, and the supervision will be put in place to eliminate the problems caused during the installation process. Generally, no major problems will occur in the subsequent use of the product. It will greatly reduce the workload of maintenance and improve the quality of operation and maintenance.
Reporter: Do you think that if O&M services are not handled properly, what impact will it have on the corporate and brand image?
Xiao Zong: The negative impact is definitely great. First of all, the equipment produced by the building intercom manufacturer is not a single product but a system and a whole solution. For the owners, they do not consider whether the installation problem or the quality of the product itself causes his intercom system to be disabled. In short, the product is broken and cannot be used. The brand image is greatly reduced in their hearts. . If we do not do a good job after the service at this time, then he will feel that the brand is not reliable, and completely denied our brand. It is precisely because of the importance of recognizing O&M services. Hui Ruitong has always adhered to its own principles in this regard, and at the same time pays attention to services without loosing the market, allowing the market and services to go hand in hand and develop together.
Thank you very much for accepting our interview. Thank you!
Reporter: Hello, please analyze the current operation and maintenance services of the Chinese building intercom industry.
Xiao Zong: The building intercom industry has developed very rapidly in recent years. From the non-visual intercom to the color video intercom, the technology has also evolved from analog to digital, plus national policies and smart homes. Development makes this industry more like a scent. Everyone wants to take a bite. It is precisely because of this that large and small manufacturers have emerged one after another. This not only intensifies the competition in the intercom industry, but also because the market is very difficult to regulate, directly affecting the after-sales service of equipment and systems.
In fact, not only the building intercom industry, the entire operation and maintenance status of the security industry is not very ideal, as a decorative monitoring equipment, access control products, electronic fences, etc. are also everywhere. One of the reasons for such a situation is that there is no coordination between the manufacturer, the engineering company, and the property, resulting in the delay in solving the problem; in addition, the communication protocols between the products and systems of the manufacturers cannot be common. It will also have a certain impact on the operation and maintenance of the operation and maintenance services.
Therefore, the current situation of operation and maintenance of the security industry is very severe, and industry players are required to increase their emphasis and standardize this market.
Reporter: If there are problems with the building's intercom equipment, what should be done to solve it quickly?
Xiao Zong: The property as a middle link is just a link connecting the landlord and the project owner. Once the owner finds a problem with his own product, the first response is definitely to find the property and then the property is linked to him upstream—the project owner. . However, after the project acceptance, the project owner will not be responsible for the project. Therefore, the next service can only be done by the manufacturer. This is the case for more than ten years. Because manufacturers do not deal with after-sales problems, it is bound to bring a big negative impact on the brand, which will directly affect future product sales and engineering projects.
Hui Ruitong has always attached great importance to every aspect of the product's introduction to the market. For example, in our sales contract, the following two parts are included: original contract and attachment. In the attachment section, we will do some related regulatory requirements, process requirements, and training sessions for the content of the project. In addition, it is worth emphasizing that I think that pre-sale is more important than after-sales. Because we can eliminate some hidden dangers before the sale, and after-sales can only make up for the problem. If we do a good job in pre-sale work, the problems that arise after the sale will be greatly reduced, so that not only can the user's satisfaction with the product be improved, Can greatly reduce the company's after-sales service workload.
With respect to the issue of maintenance costs, Hui Ruitong has always insisted on charging only basic material fees, which is also a matter of cost considerations. Once the product has passed the warranty period, there will be the following modes: The first mode is formulated for some powerful property management companies. If the property management company has the strength, it can package the entire product maintenance. The total package is for powerful maintenance companies or other manufacturers. In this case, we just have to directly connect with them and follow up the progress of each module. For some relatively small property management companies, because their own economic strength is relatively weak, they can only be maintained by internal personnel. For this kind of situation, we will give them some basic training. Some of the minor problems that are similar to the line head problem or the owner's mistakes in operation will be solved by most of them after training. However, for products such as Hui Ruitong’s old-line manufacturers, what actually appears is basically a few superficial issues. The situation of a genuine equipment break is very few. If there are some serious problems, users can telephone our after-sales staff, we will guide the user after solving the equipment problem and help solve it. If the telephone consultation can not solve the problem, we will provide on-site service.
Reporter: Please talk about your company's current operation and maintenance services.
Xiao Zong: Hui Ruitong currently has a total of 47 branches in China, and has a unified service platform 4007008828. The company will initially set a standard process and a standardized service system. In this way, we can start from the customer's repairs, strictly follow the stipulations, standardize the repairs, repairs, and return visits, and strictly follow the procedures and regulations.
Hui Ruitong adopts the direct sales model. Due to the particularity of the building intercom industry, compared to some other products that can be retailed, the building intercom products mostly appear in the form of solutions, and the installation and commissioning cycle is relatively long and is not suitable for general use. Agents and distributors. Since the direct sales model is used, it is relatively safe to maintain the equipment. Basically, it is the responsibility of the manufacturer. Moreover, for Hui Ruitong, the maintenance of this equipment is still more important. First of all, all our products, materials and business cards are accompanied by a service phone so that users can contact us at any time. Then, we also set up after-sales outlets in each product sales area, so that as long as users use our products, we do not have to worry about not finding our service agencies and after-sales outlets. What needs to be emphasized is that before we enter any market, we will standardize an after-sales network. Before the after-sales network has been opened, we prefer to leave the market empty.
In addition, in order to better understand our products and understand the problems existing in the use of products by users, we have also specially formulated a set of regular return visits. Each area has a customer document. Our staffs are after the acceptance of the project. Within one month, the user will be contacted once again to learn more about the use of the product, to confirm whether the system can run normally, and see if the user needs our vendor to provide services.
Reporter: What channels should enterprises use to improve the quality of operation and maintenance services?
Mr. Xiao: To improve the quality of operation and maintenance services, it seems to me to start with the most basic details and do a good job of pre-sales work. After the product is selected, the manufacturer will intervene early in the design, installation and guidance of the product, and the supervision will be put in place to eliminate the problems caused during the installation process. Generally, no major problems will occur in the subsequent use of the product. It will greatly reduce the workload of maintenance and improve the quality of operation and maintenance.
Reporter: Do you think that if O&M services are not handled properly, what impact will it have on the corporate and brand image?
Xiao Zong: The negative impact is definitely great. First of all, the equipment produced by the building intercom manufacturer is not a single product but a system and a whole solution. For the owners, they do not consider whether the installation problem or the quality of the product itself causes his intercom system to be disabled. In short, the product is broken and cannot be used. The brand image is greatly reduced in their hearts. . If we do not do a good job after the service at this time, then he will feel that the brand is not reliable, and completely denied our brand. It is precisely because of the importance of recognizing O&M services. Hui Ruitong has always adhered to its own principles in this regard, and at the same time pays attention to services without loosing the market, allowing the market and services to go hand in hand and develop together.
Thank you very much for accepting our interview. Thank you!
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