Changan Automobile's five major service commitments: car purchase is the starting point, and there is no end to service

The double crisis of the epidemic and supply chain in 2022 has made the entire car market face a cold winter, and the vast majority of car companies are declining in sales in the impact, and the sales volume of Changan Automobile's Changan Chinese brand cars in January and February has risen against the trend, exceeding 300,000 units. The reason is that in addition to the strength of its own products, there is also an important factor: Changan Automobile pays attention to the construction of automobile services.

According to the survey, the current automotive market and industry are constantly changing and evolving, and the needs of users in the change are gradually changing, they not only need a satisfactory product, but also expect to get a high-quality service experience before and after purchasing products.

For example, in January this year, a video blogger recorded the "strange" after-sales service experience encountered after the software level bug of his vehicle, and the video quickly caused a very big response on the whole network after the video was issued, and the video blogger also said that due to the "bumpy" experience encountered by the service, the next car will definitely not buy the brand.

It can be seen from this incident that users pay more attention to the service experience after car purchase, and many brands lose the user's secondary consumption because of the lack of follow-up services.

The five major commitments of honest service break the stubborn disease of industry service

Changan Automobile obviously noticed this problem, and while providing a better car experience for thousands of Changan users, it issued five major commitments to honest service, strengthened the construction of automobile services, and provided consumers with a reassuring pill for car purchase.

At present, the five major commitments of Changan Automobile's integrity service have been upgraded to version 3.0, including five sections of price transparency, fast delivery, one-time repair, service professionalism and safe travel, and the detailed service content covered by each plate is telling consumers that car purchase is only the starting point, and the service has no end:

1, price transparency: the price of the new car is not higher than the official quotation, if there is a price increase, the price increase part will be compensated 10 times; the car purchase refuses to bundle insurance, financial loans and other bundled consumption, so that the product is clearly marked at the time of purchase, rest assured to buy.

2, fast delivery: the new car in accordance with the contract time to complete the delivery, after the sale of 1 hour to complete the maintenance, 24 hours to complete the general maintenance, if there is an overdue, Changan Automobile will also make a detailed compensation plan for the user.

3, a repair: the same fault, non-human factors, within 7 days of free repair and compensation for round-trip transportation costs, spare parts 100% pure, all original spare parts and order prices transparent and checkable, the price increase part is also 10 times compensation.

4, service professional: customer call within 30 seconds to pick up, customer consultation within 30 minutes to reply, customer maintenance appointment on time into the station "0" waiting, the attitude and efficiency of service and reception to make provisions, and to ensure that the service is thoughtful.

5, safe travel: mainly for roadside assistance to provide protection, promised to provide 7×24 hours of roadside assistance services, the first time to arrive at the scene, and provide food, water, charging treasures and other emergency supplies.

Before purchasing a car, consumers can enjoy the two major commitments of price transparency and fast delivery, and after the purchase of a car, there are three major commitments of repair, professional service and safe travel as a guarantee. It can be seen that behind each commitment is Changan Automobile's efforts to break the industry service disease and solve the multi-dimensional pain points such as user car purchase and after-sales service. It is also intended to allow users to truly experience that car purchase is only the starting point of the service, not the end of the determination.

Five commitments + UNI Service with the car full scene coverage

Changan Automobile's five commitments to honest service not only set a new benchmark in the industry's car purchase and after-sales service, but also reflect the first place in the user's car use.

Under the brand concept of "user-centric", Changan Automobile has also launched an innovative model of online and offline integration of UNI Service online and offline, building a partner-based concept of scientific and technological care, and providing customers with intelligent and active, efficient and convenient, open and transparent, and efficient experience scenarios for co-creation and sharing.

UNI Service has intelligent and active, efficient and convenient, open and transparent, and high-experience service scenarios for co-creation and sharing.

Smart initiative: Based on the wisdom cloud diagnosis technology, various active services will be launched, so that the service has no size, no reminder is missing, and no trouble scene is built for users to use the car.

Efficient and convenient: Take the customer as the C position, open the four ports of APP, car machine, consultant and manufacturer to provide butler-style services.

Openness and transparency: The various businesses and payments will be online, and the processes such as car selection, car purchase, car sales valuation, modification direct selection, maintenance projects and content selection will be online and transparent to ensure that users can consume worry-free.

Co-creation and sharing: Adhere to the common growth of customers, mutual achievements, always regard customers as brand partners, jointly expand the ecosystem, and provide intimate services beyond cars.

In terms of offline experience, UNI Service has added three new service formats: brand experience space, workshop and self-made space. The brand experience space is located in the core life business circle of the city, which can provide users and fans with diversified peripheral services. Different from other experience stores, UNI Service also relies on the brand experience space layout workshop to provide car owners with convenient and efficient car service.

Five commitments + UNI Service, covering the user's car selection, car purchase, after-sales, service and other full-scenario dimensions, to create a "worry-free" car purchase and car experience for users. As can be seen in Changan Automobile, hard-core technical strength is indispensable, and the ultimate service experience is indispensable.

Summary: Comparing the enterprise to a chef, to draw a good dish that everyone praises, it is necessary to make sufficient efforts in multiple processes such as ingredients, washing, changing knives, heat, cooking and plating, and control each process in order to get the recognition of diners and have more repeat customers. Obviously, Changan Automobile is well versed in this way, and its five major commitments to honest service control all links, create an industry benchmark service model, narrow the distance between users and brands, and serve with heart to create quality Changan, in order to win the recognition of consumers in the context of the cold winter of the market.