To say that the hottest car in 2021, everyone can guess that it is not a single SUV type, nor a sudden MPV type, but a variety of rapidly developing new energy vehicles. According to the data released by the Association in January, the wholesale and retail data for the whole year of 2021 have increased significantly, and the penetration rate of both data is about 15%, which is equivalent to 15 out of every 100 consumers who have chosen new energy vehicles, which is also the intuitive feeling of everyone seeing more and more new energy vehicles on the street. Pure electrification of the architecture to bring consumers a different driving experience from fuel vehicles, but also has a fresher environmental protection travel experience, speed up quickly, easy to supplement, low maintenance, but the car may encounter some problems in use, which involves service and maintenance, etc., what will be the difference between new energy vehicles? The reporter recently deliberately ran to Tesla's direct operation of the sheet metal spray center as a service engineer, under the leadership of expert lecturers, try to further understand Tesla's smart services, the feeling is still relatively unique, let's talk to you.
Tesla direct-operated sheet metal spray center is Tesla based on the direct operation model, with high standards to build workshops, provide a series of maintenance services, the store is equipped with a number of independent special maintenance workshops, including machine repair sheet metal workshop, aluminum body grinding room, high-end painting room, medium painting room and so on. After the daily scraping or sheet metal is damaged, users can make an appointment in a variety of ways and then go to Tesla's direct-operated sheet metal spray center to get maintenance and maintenance, and every Tesla vehicle that comes to repair can get intimate maintenance services here.
Craftsman spirit + Silicon Valley gene Efficient and high-quality service experience
According to the person in charge of the Guangzhou-Shenzhen Regional Direct Operation Sheet Metal Spray Center, Gao Manager, "In addition to the price transparency to reassure consumers, more professional and intimate is another important reason for the trust of car owners." It can be seen at the scene that in addition to the various professional hardware facilities mentioned earlier, each Tesla after-sales service personnel has been screened layer by layer to assess a number of technologies, and the final selected technicians are "teachers" who have many years of experience in sheet metal and painting in the industry.
Maintenance technicians also need to accept Tesla's official technical and service training to ensure that they can operate in accordance with Tesla's high standards such as sheet metal, painting, and maintenance, repair each Tesla with "craftsman spirit", ensure that every Tesla driven from here has excellent product quality and safety, build a strong guarantee for tesla owners' daily cars, and solve consumers' maintenance troubles in a timely manner.
Covering the whole country, online and offline integration, Tesla has set a service benchmark
When the car is transformed from a travel tool to a smart technology single product, consumers buy a car, not only value the value of the vehicle itself, but also the value of the additional service behind the product has become an increasingly important consideration. Tesla has created a new normal of industry services with highly integrated design ideas, smart products with software-driven hardware, and comprehensive air upgrades.
According to reports, Tesla's after-sales service system can be divided into four modules: physical service center, self-operated/authorized sheet metal spray center, virtual service center, and 400 customer service.
By 2021, Tesla's physical service centers have opened 123 in China, covering 60 cities. Tesla's self-operated sheet metal spray center has opened 16 in China, covering 9 provinces and 3 municipalities directly under the central government; authorized sheet metal spray center has opened 144, covering 99 cities. There are 31 service centers in South China, of which 5 provide direct-operated sheet metal spray services, and the service outlets are increasing and gradually becoming dense. Sheet metal spray center has high-quality equipment, quality through layers of checks, equipped with experienced high-quality staff, to provide maintenance of vehicle appearance sheet metal, body frame main structure and a series of maintenance services. Car owners who encounter common scratching injuries can go directly to the sheet metal spray center for maintenance and maintenance.
Tesla Virtual Service Center can provide online answers, scheduled repairs and mobile services through intelligent back-office, remote diagnostic technology and mobile services, bringing a "no-sense" service experience, saving users time and effectively diverting the service center.
Tesla 400 customer service is a bridge to contact all aspects, 7 * 24 hours online, to provide roadside assistance and other business support, owners have any car problems can also call for consultation, equivalent to the owner's "jack-of-all-trades".
Provide multi-scenario solutions, heart-warming services to impress car owners
On top of the perfect infrastructure, Tesla's after-sales service provides users with remote diagnosis, offline maintenance, mobile services and other options, with 400 customer service as the link to cover a variety of service scenarios, bringing users a variety of solutions.
After remote consultation and registration by the virtual technician, Tesla owners can go to the Tesla service center to carry out offline repairs on their cars on demand. Thanks to the connection of the virtual service center, the Tesla center will prepare maintenance work orders, work items, maintenance accessories and manpower in advance, greatly shortening the vehicle inspection and repair time.
If it is inconvenient for the owner to go to the store, Tesla can also provide mobile services (Mobile Service), and the technicians at the nearby Tesla center will quickly arrive at the designated location with professional tools to solve the problem for the owner.
When the owner encounters a problem, he can contact the staff through 400 customer service or enterprise WeChat, and the technician of the virtual service center will remotely diagnose the vehicle, answer questions for the owner in real time, or repair some problems through OTA, saving the time and cost of the owner running around. At present, 19 cities in South China have opened mobile door-to-door services and different forms of remote mobile services, and in order to meet the needs of car owners traveling at night, the designated service centers in Guangzhou, Shenzhen, Dongguan and Foshan have extended their services to 21:00 at night, night rescue services in various cities are on duty until 2:00 am, and another 24-hour service hotline 400-910-0707 responds to the needs of car owners at any time.
The reporter heard a situation at the scene, Tesla owner Ms. Shen personally experienced the 24-hour rescue service in a vacation, last June, she drove the Tesla Model 3 with her husband on a self-driving tour on a coastal island, did not expect that the right front wheel tire was punctured, disrupting the schedule of the two people. After Ms. Shen called tesla 400 customer service for help, the 400 seat comforted them while contacting rescue personnel. Considering that Ms. Shen's location is remote and the rescue resources are limited, Tesla's local rescue manager personally took the spare tire and rushed to the island on the last boat to change the spare tire for Ms. Shen, helping Ms. Shen save the cost of going to the repair shop for inspection.
Reduce the "three major costs", customer satisfaction is supreme
Tesla services are known to be based on a series of disruptive innovations and customer satisfaction-first philosophies. Different from the traditional dealer model, Tesla adopts a direct operation model, the price is transparent, the price of all Tesla maintenance projects and accessories is uniform, and there will be no situation of "one store, one price, one car and one price", creating a new normal of service in China's automotive industry.
Through the direct operation model, Tesla reduces three major costs for car owners: car purchase cost, use cost and time cost. As a pure electric vehicle, Tesla vehicles through the simplified modular design, and through technical iteration, reduce maintenance costs, reduce the maintenance cost of mechanical parts, compared with the same level of fuel vehicles, 5 years maintenance costs reduced by at least 50%. Generally speaking, the traditional fuel vehicle needs to be maintained once after normal driving and use of 5000-10000 kilometers, while Tesla vehicles are only needed after a year of use or 20,000 kilometers, and there is no mandatory maintenance, and the owner only needs to choose the maintenance content and practice according to the suggestions, which greatly saves time and material costs. At the same time, due to the advantages of Tesla's online service, the staff of the owner has fully grasped the vehicle problem before arriving at the store, avoiding the owner from running around many times.
In addition, Tesla also brings free inspection services, a variety of appointment methods, the provision of transportation vehicles and other care, every detail for the user to consider thoughtful. Through efficient and warm services, it reflects Tesla's in-depth thinking on the automotive aftermarket and accurate understanding of user needs, bringing users a better travel experience.
According to statistics, in the past year, the one-time repair rate of Tesla China's after-sales service center has been 97.4%, and the user feedback satisfaction has continued to exceed 98%. At the same time, by deepening the service model of combining online and offline, the maintenance efficiency of Tesla China in 2021 will increase by 74% compared with 2018. In today's gradually increasing consumer requirements for services, the advantages of the direct operation model are becoming more and more prominent, and the new ideas of this after-sales service model are also promoting the development of the aftermarket in a healthy and benign direction, attracting more consumers to "accelerate the transformation of the world to sustainable energy". The Spring Festival holiday is coming, it is recommended that you make an appointment for your car before long-distance self-driving travel, and power up to leave!