Recommended guidance on service support under outbreak impact
As we all know, the new coronavirus infection pneumonia epidemic is still spreading in China, has caused a great impact on all aspects of the country. It also involves John Deere equipment and customers that will soon resume work. So John Deere customer support will be working with you in this smokeless battle. Plague & throughout; , the following is prepared to fully support the product and customer services.
Part payment days adjustment: for parts whose original repayment date is February 2, 2020 (including) or later, the due date or account receivable due date will be extended for one month. For parts shipped after February 1, 2020 (including), specific policies will be publicized after the development of this epidemic is confirmed.
Parts order processing and logistics delivery: parts order processing department has been able to fully process orders. At present, the logistics operation status of China's parts delivery warehouse is updated daily, and the warehouse is ready for emergency delivery after resumption of work.
Customer and product support department: the product support department has been able to fully support product problems, among which CCMS cases of the whole machine and engine have been fully communicated and solutions have been provided in time. Some courses in the training department have also been shifted to online delivery.
The customer support department has fully understood and evaluated the impact of the outbreak on equipment and users, and summarized the following Suggestions and guidelines related to service support during the outbreak for the reference and adoption of dealers.
Implement epidemic prevention and control work
& bull; Strict and resolute implementation of national and local control regulations and policies during the outbreak.
& bull; Fully aware of the common sense and taboos under the outbreak, and do a good job in the detection and management of their own and team members.
Full communication of information
& bull; Through the way of telephone consultation, to understand the health of users and their families under the epidemic situation, to achieve humanistic care.
& bull; Fully understand the construction situation of each region to ensure the consistency and symmetry of the information obtained.
& bull; For part of the construction of the equipment, combined with Deere zhilian and the machine operation and failure to fully understand the situation.
Equipment real-time monitoring and feedback
& bull; Continuously monitor equipment operation and failure information through Deere zhilian system, update in time “ John Deere jd-insight system data monthly analysis report ” .
& bull; Through the background data monitoring and telephone communication of the equipment, the equipment status will be classified and form a report. Include solutions to maintenance, repair and downtime problems.
& bull; Failure problems that affect machine performance, operation and shutdown need to be fully understood and reported to CCMS in the first time to obtain a comprehensive technical solution.
& bull; Use existing Internet communication channels to guide users to carry out regular maintenance, regular inspection and feedback on key issues.
Service readiness and contingency plan
& bull; Comprehensive self-inspection of service readiness, including parts, tools, service Vehicles, personnel, support software, etc. Among them, all service personnel need complete protection and disinfection equipment.
& bull; For the delivery, maintenance, breakdown and other issues involved in regular services, the team needs to fully evaluate, including the risk of epidemic transmission, whether it can be completed by remote guidance, etc. For emergency shutdown solutions, the dealer service management team needs to upgrade the problem focus, use the resources to complete the development of the support plan, and inform the John Deere regional service manager and sales manager in a timely manner.
& bull; If on-site work is required, approval from the general manager and notification to John Deere regional service manager and sales manager is required, as permitted by the policy.
John Deere (China) investment co., LTD.
Customer support department
February 11, 2020
Deere zhilian system
& other; Deere zhilian system is specially developed for users in the Chinese market. It can help users to master the running state of Vehicles in real time, effectively improve operating efficiency and ultimately create greater value.
& other; Deere zhilian ” Five advantages of the system:
First, the service cost is low, use “ Deere zhilian ” Users of the system can use it for free for 5 years.
Second, strong data analysis ability, through the background generated by various charts can be very intuitive monitoring of equipment operation time, fuel consumption and other construction performance and trends;
Third, automatic reminder service, the system is set with preventive maintenance reminder, and can be based on the monitoring data for equipment fault diagnosis;
Fourth, local suppliers can provide convenient and timely customer support;
Fifthly, real-time monitoring can ensure the working status of equipment, save operation cost and improve production efficiency.
Make management more worry, make equipment more efficient, make money easier! This is & other; Deere zhilian ” !
