In order to provide better after-sales service to customers, Yiwei Automotive has developed its own After-Sales Assistant Management System to achieve informationization and intelligence in after-sales service. The functionalities of Yiwei Automotive’s After-Sales Assistant Management System include customer and vehicle file management, vehicle fault warning, vehicle maintenance work order management, spare parts management, service station management, and fault knowledge base management.
In terms of maintenance for new energy vehicles, Yiwei has built its own vehicle fault system to ensure comprehensive and accurate identification of vehicle faults. In addition to identifying faults specified by the national standard GB32960, such as power battery, drive motor, and electronic control system, it also recognizes custom-defined enterprise standard faults, such as faults related to the in-car intelligent central control screen, low tire pressure, insulation, and upper body components. After identifying a fault, the system synchronizes the fault information to the After-Sales Assistant Management System, generates a record in the fault report, and sends a message to the after-sales staff, enabling them to be aware of the vehicle’s fault and promptly communicate with the customer to arrange for fault repairs at the service station. This effectively improves the response speed of after-sales service and enhances customer satisfaction.
Regarding after-sales maintenance costs, both customers and the company hope to reduce expenses in this area. Therefore, Yiwei’s After-Sales Assistant Management System has made significant efforts in this regard. Firstly, standardized service pricing is implemented for both vehicle repairs and maintenance to prevent overcharging. Secondly, in order to prevent false reporting, detailed records are kept during vehicle repairs and maintenance. For vehicle repairs, information such as vehicle details, fault images, fault information, repair results, fault causes, outbound information, and detailed cost information are recorded. For vehicle maintenance, information such as vehicle details, maintenance items, maintenance process images/videos, and detailed cost information are recorded. Lastly, during the settlement process, the after-sales staff settles with the service station based on the maintenance work orders, providing peace of mind to the customers.
At the same time, Yiwei Automotive is actively building an after-sales knowledge system. Within the After-Sales Assistant Management System, statistical analysis is conducted on the frequency, occurrence time, vehicles involved, and repair costs of different vehicle faults. This allows targeted improvements through data analysis. Additionally, a vehicle repair knowledge base is established within the system, which contains information about fault codes, fault symptoms, fault causes, and repair methods. For common faults, customers can use the knowledge base to troubleshoot and resolve issues on their own, reducing customer waiting time and lowering after-sales operating costs.
In the future, as new energy vehicles 
become increasingly electrified, informationized, and intelligent, the demand for matching after-sales services will also rise. Achieving informationization and intelligence in after-sales services will promote data linkage throughout the entire vehicle lifecycle and may become a core competitive advantage for companies.
YIWEI is a high-tech enterprise from China, focusing on electric chassis development, vehicle control, electric motor( from 30-250kw), motor controller, battery pack, and intelligent network information technology of EV. Always at your service.
Contact us:
yanjing@1vtruck.com +(86)13921093681
duanqianyun@1vtruck.com +(86)13060058315
liyan@1vtruck.com +(86)18200390258
Post time: Aug-17-2023
