The release of the new service brand caused dissatisfaction among some users, and only 4 days later, Zhiji Automobile officially made "upgrade" adjustments in a timely manner according to user feedback.
On January 14, on the first anniversary of the release of the "IM Zhiji" brand, Zhiji Automobile officially released the intelligent service brand "IM Care One Key" in Shanghai, trying to solve the problems of "new energy vehicle premium increase", "maintenance premium time", "excessive service" and other issues in a one-click service method, and released the industry's first intelligent high-end service brand for the "pain points" of the car.
Accordingly, Zhiji Automobile launched an exclusive customized "IM Care one-click high-end service package" starting from 8,999 yuan, which includes "brand car insurance", "door-to-door fine washing", "door-to-door maintenance", "off-site power-up" and other services.
Attitude: How does Zhiji deal with user dissatisfaction?
In the words of Jiao Qiao, the head of Zhiji Automobile User: "(IM Care One Key) is almost synchronized with product design and development, and Zhiji Automobile has conducted interest research and in-depth communication on service-related aspects to a large number of high-end car users from the beginning." ”
"Communicate with users and listen to users' opinions" is a commonplace phrase, but a "small episode" after the brand release seems to let us see that the company is willing to really listen to users and respect users' attitudes.
It is understood that after the release of the "IM Care One Key" service brand on January 14, many users expressed their dissatisfaction with the service package on the Zhiji Auto APP. The main dissatisfaction of users is concentrated in the fact that angel wheel users do not have a lifetime free warranty, lifetime free charging and lifelong free maintenance, while many other new car-making forces provide these lifelong free services to angel wheel users.
In addition, regarding free charging, some users said that in the case of installing home charging piles, free charging is of little significance. For users who rely on public charging piles to replenish energy, the free charging quota is too small. Users who are satisfied with "IM Care" mainly believe that the one-year car insurance in the service package is more cost-effective, especially in the case of the general increase in price of new energy vehicle insurance this year.
After learning of the user's dissatisfaction, Zhiji Auto responded within 24 hours. Led by the top management of the enterprise, mobilizing corporate resources and making rapid decisions through comprehensive analysis, only 4 days later, on January 18, Zhiji Automobile gave an iterative evolutionary solution for the exclusive rights and interests of angel wheel and A-round users.
In terms of warranty, Angel Wheel and A-round users can enjoy the two-choice guarantee scheme of "Whole Vehicle and Sandian Lifetime Warranty" or "Vehicle and Sandian are guaranteed for 8 years or 240,000 kilometers and receive 20,000 crystals". Customized "Permanent Exclusive Rights" for Angel Wheel users, that is, whether it is the Zhiji L7 or the subsequent selection of the "IM Zhiji" brand vehicle, each model can choose to enjoy the "two choices and one warranty" scheme.
Angel Wheel and Series A users can also enjoy free charging service for life. Since the date of activation of the vehicle, angel wheel users will enjoy the annual 3,000 degree public charging pile and unlimited brand self-built pile charging rights and interests for life, and A round users will enjoy a total of 3,000 degrees of free charging rights and interests per year public charging pile and brand self-built pile, of which the unused equity quota can be applied for exchange for equivalent crystal 3. In addition to fully meeting the energy replenishment needs of going out, angel wheel and A-wheel users can purchase a car to get free home charging pile service, including 1 7kW wired AC charging pile (including 100 meters of wire), and provide free installation.
In view of the traffic rights necessary for the intelligent era, "IM Care One Key" has also been upgraded. Angel wheel users enjoy unlimited car and machine entertainment traffic for life; A-wheel users can enjoy lifetime monthly 8G or 15G (Carlog model) entertainment traffic per month according to the model configuration.
Angel wheel and A-round users can also enjoy "7X24 hours full roadside assistance service without time limit and no mileage restriction", "unlimited pick-up and door-to-door service in all scenarios" and "unlimited day travel service" for life.
Combination of hardware and software: What can "IM Care One Key" do?
According to Zhiji Automobile, "IM Care One Key" is the result of the analysis of the results of the user's special in-depth research, combined with the demands of high-end electric vehicle users for travel, from "worry-free service" to "full-time zero-interruption service".
One-click "door-to-door fine washing", the service staff once a month to do deep internal and external cleaning for the whole vehicle.
One-click "door-to-door maintenance", the user one-click authorization, service personnel to pick up and deliver the vehicle for the user for maintenance.
One-click "off-site power-up", the frequency of 4 times a year is enough to meet the needs of users traveling in different places. When the user travels and finds that the battery is insufficient, click the APP option of "IM Care one-click power-up", and the service staff will take the initiative to pick up the car to complete the power-up service.
One-click "car insurance claim", the brand car insurance covered by the service package can eliminate the cumbersome procedures for the user to purchase car insurance separately on the accident claim, in the future car use process, the vehicle can be summoned with one click after the insurance, and the brand service personnel will assist in the completion of the follow-up service.
"IM Care One Key High Couture Service Package" also includes vehicle health testing, paint repair, door-to-door tire repair, maintenance scooter and many other services, one-stop solution to 99% of high-end users' full-scenario car maintenance needs.
It is understood that the implementation of the "IM Care One Key" zero-interruption private service is a full-time intelligent management mode based on data-driven cloud algorithms and a powerful service and supplemental energy network system.
The management mode of 7×24h "intelligent guardian" is to achieve "one-click" software support.
Relying on the domain fusion computing power, "IM Care One Key" can remotely identify the abnormal operation of the vehicle in real time, provide users with online intelligent diagnosis and maintenance services; according to the big data algorithm model, accurately predict the service life of some commonly used parts such as wipers and brake pads, and provide maintenance and replacement services; provide users with 24-hour full-time battery management services to fully ensure the safety of battery operation; according to weather conditions, car travel, etc., take the initiative and intelligently remind users to wash the car, power and other matters. And one-click appointment service.
The basic service network is the hardware foundation for realizing "one-click delivery".
According to the plan of Zhiji Automobile, in the future, it will cover more than 360 cities with a total of 442,000 charging piles through self-built and access to head public charging operators, as well as the energy replenishment system built by SAIC Motor's high-quality ecological energy replenishment network.
In the next two years, more than 100 supercharging stations planned and built by SAIC Motor will also be connected to the zhiji energy replenishment system. The delivery service centers authorized by Zhiji Automobile will basically cover the provincial capitals of the country in the middle of the year, and there will be more than 110 experience and delivery service centers during the year, and at the same time, it can rely on saic motor's strong network to provide comprehensive services for users across the country, so that IM Care services can cover every destination of users.
Core difference point: How is the progress of "data cooker"?
As an electric vehicle brand funded by traditional car companies and Internet giants, Zhiji Automobile is trying to rush the market with Internet thinking.
In addition to the official release of the intelligent high-end service brand "IM Care One Key", at the sharing meeting, Zhiji Automobile also shared the "data cultivation" of the real scene started by the "data cooker". It is worth mentioning that a month before the release of "IM Care One Key", the Zhiji L7 beta experience version has just completed offline.
At the end of December last year, the first batch of 200 beta experience versions of Zhiji L7 were officially delivered offline, and opened a city parade in 9 cities across the country, through the way of "data cooker", let the prospective owners try it and then set it up, and at the same time, according to the road test data, continuously optimize and improve the driving experience.
Zhiji officially said that the off-line delivery of zhiji L7 Beta experience version is a necessary process of the intelligent car development process in the AI era, known as "data cooker". The so-called "data cooker" is to use real scene data to verify the intelligent performance of deep intelligent vehicles. In the view of Zhiji Automobile, this is the core difference between smart cars and traditional cars in the development process.
It is understood that after the Zhiji L7 beta experience version was offline, Zhiji Automobile simultaneously opened the user's internal test recruitment. So far, more than 400 people have signed up to participate, including Internet practitioners, IT developers, and professional hi-fi enthusiasts.
Jiao Qiao said that in the internal test experience camp, in addition to participating in the conventional static test and dynamic test, users will also work with product experts responsible for different functions to complete professional test projects such as acoustics, driving control, and imos system functions.
From the official release of the intelligent couture service brand "IM Care One Key" to the "data cultivation" of the real scene through the "data cooker", intelligence has become a key opportunity for the brand to soar, and for SAIC Motor, it is an opportunity for the transformation of the group.
According to saic motor group's public information, its SAIC Volkswagen, SAIC-GM-Wuling and SAIC passenger cars and other sectors have been laid out in the new energy vehicle business, but from the monthly sales ranking of new energy vehicle companies in the third quarter, only SAIC-GM-Wuling and SAIC passenger cars have entered the top ten of the list.
Obviously, SAIC's new energy structure relies too much on the only trump card, GM Wuling. However, SAIC-GM-Wuling, which is positioned as a "scooter" car, cannot support savoy's entire race on the new energy track.
According to the financial report data of the third quarter of this year, SAIC Motor achieved a total revenue of 186.616 billion yuan, down 13.17% compared with the same period last year; in terms of net profit, SAIC Motor's data in the third quarter was 9.475 billion yuan, down 8.77% from the third quarter of last year.
According to the report, in the first three quarters of 2021, SAIC Motor's R&D expenditure was about 12.6 billion, compared with about 8.9 billion yuan in the same period of 2020, an increase of 41.57% year-on-year. In this regard, some SAIC Group personnel said that since the beginning of this year, SAIC Motor's R & D investment is mainly for the field of intelligent network connection and new energy.
Zhiji officially said that Zhiji's first mass-produced car Zhiji L7 will be officially opened for delivery in April this year, of which the Zhiji L7 angel wheel version model pre-sale is 408,800 yuan. In addition, the car will arrive at the store on February 28 this year, and the test drive of the real car will be fully opened in early March.
Che Yun Summary:
The increase in R&D investment not only shows that SAIC Has realized its shortcomings in technology research and development and product innovation, but also how to improve the overall performance depends on whether the efficiency of SAIC's R&D investment in market transformation can be improved.
With the subsequent launch of new energy models such as Zhiji, R Automobile, SAIC Volkswagen MEB, SAIC-GM Aoteneng platform, etc., the sales of the company's high-end new energy vehicles are expected to climb, and the sales structure of new energy vehicles is expected to be improved. SAIC motor previously announced its strategic plan for new energy vehicles, and plans to achieve global sales of new energy vehicles by 2025, accounting for no less than 32% of SAIC's vehicle sales.
For users, the original intention of the release of "IM Care One Key" is to let users experience the transformation of Zhiji Automobile's products, technologies, brands and services to the direction of the Internet, so as to reflect their own service level and technical strength. The most worth mentioning is that after the release of the new brand, Zhiji Automobile can respond to the user's "dissatisfaction" in a timely manner, and can solve the problem in a positive and positive way, which is the attitude and style that should be a car manufacturer in the new era.