On-Site Report on Service Activies in Australia Market
September 28, 2014
In 2013, XCMG’s Loader Business Division sold nine loaders on the Australia market. In June of this year, at the invitation of its client, a service team specially dispatched by XCMG visited Australia. The team was composed of Mr. Qiu Xiangyong, Commissioning engineer, Mr. Liu Yumin, Commissioning and mechanical engineer, and Mr. Chen Bing, a salesman from XCMG’s Export Department). The purpose of the visit was to raise the user’s satisfaction and, at the same time, to open another big door of opportunities for making a breaking through on the Australia market.
Demeanor of “Big Brand”
Eye-catching and attention arresting, the Australia Waste Disposal Company is a private enterprise leading in waste disposal services such as garbage classification and recycling. However, in contrast with the glamour of its fame, its job sites are messy and noisy, where machines are roaming all over the enormous garbage valleys packed with broken glass and gravel, pervaded with harmful dust，chemical vapors, and etc., all of which are not just de-coloring these machines’ splendid exterior but also causing fatal injuries to their internal components, especially, the radiator.
It is the garbage disposal site that has attracted and seen numerous high-end engineering machines. The well-informed and knowledgeable users have rich experiences in driving loaders such as Kawasaki, Caterpillar, Volvo, Komatsu and LIEBHERR there. It is the rule that only the best can survive! A well-known premium brand loader maker with its top loaders once came here. However, 12 months later it quitted sadly, leaving behind its loaders, which had came to dispose the garbage, but were disposed by the garbage instead. The reason for the tragedy was that frequently happening faults and troubles and awkward after-sales services had destroyed its business. Now, with insight, the user has wisely chosen XCMG’s 300K and 400K loaders to clean the light-weight objects consisting of waste paper mainly, and 600K loaders, to handle the heavy-weight junk.
But, severe working conditions, continuous scraping and loading, user’s various modifications for the local adaptation purpose also constitute stern tests for XCMG. As the leading giant in this industry, XCMG always does its best to provide its clients with satisfactory products that are able to work in harsh environments. With unusual courage and determination, XCMG has engaged the battle to win.
Being a Highly Skilled Doctor of Armored Machines; Forging its Gold Lettered Signboard
Localization and superb service are two powerful tools for XCMG to spearhead into the overseas market and pioneer the frontiers. Mr. Liu Yumin, in his 50s, an extraordinary in XCMG’s talent database, has traveled to more than 15 countries including Chile in his career, providing after-sales services. Then he was in charge of the maintenance, testing and adjusting work in Australia. People called him Gold Hand, referring to his high professional level and overall personal capabilities. Wherever he went, he did not only take care of XCMG’s products but also helped clients to solve problems with the machines supplied by other manufacturers. Maintaining all of them to the best status was what he tried to do and what he had done. Working day and night persistently and caring for details, he won the clients’ satisfaction. When a service was done, he always cleaned up the site and put everything in order again. In Australia, XCMG’s clients and local dealers had tried to detain him for many times, wishing that he could be a permanent member of XCMG’s service team, but his visa expired and he had to return to China.
Giving Suggestion to Clients; Mission Being the Top Priority
On the day when the team had just arrived in Melbourne when the client called in, saying that a 600K loader’s drive axle failed in a glass disposal plant. Although not fully recovered from the tiring trip, the service team moved to the site immediately and checked the faulty loader. Then, quickly, solutions were made ready and the client easily chose one. The team dismantled the rear axis from a standby 600K loader to replace the failed one. Everything got done on the very same night and the loader went back to work on the next morning. XCMG reduced the client's loss to a minimum.
Heat dissipation is a big problem with loaders worldwide. There are differences between experimental conditions and the actual environment, and old loaders and new ones. In Melbourne, the oil temperature of the 400K loader rose a little bit fast during the gear shifting, the brake action, or keeping press the fuel paddle. Actually, it’s normal and within the range of the accepted specification. The client, however, thought that there was something wrong with the torque converter temperature sensor. Mr. Qiu Xiangyong not only had the loader road-tested but also made a nice professional explanation for the phenomena to the client, after that the user’s worry went away.
During their stay, Mr. Qiu and Mr. Liu gave the client many specific maintenance recommendations, listened to clients’ opinions, delivered the service of quality higher than the client’s expectation. In Melbourne, there were several loaders of earlier versions that were installed with solid tiers as the client had required. Those loaders suffered from the poor shock-absorption, that had caused oil leakages, the silencer cracking and crazes on the front frame. The service team, after a carefully check, provided the client with the solution of bracing immediately. Now, a couple of thousand working hours have passed and XCMG service division has not received any complaining of such problem from Melbourne so far.
Breaking Barriers and Delivering Our Service Promptly
"Clients’ requirement is XCMG’s instant ladder of progress. " Mr. Qiu told us. Actually, XCMG’s clients have also been moved a lot by our sincerity. For example, a client, who had originally intended to use the loader of some other first-line brand, flew from Melbourne to Sydney to listen to another client’s experience with XCMG’s products, and then to Brisbane to place his order on XCMG’s 800K loader. Orders from Australia to XCMG have obviously increased since the service team returned back from Australia. The client’s strong intention for cooperation encourages us to do a better job and to deliver another powerful punch "made in China" so as to push forward further on overseas markets.
