From the after-sales service in the epidemic to see the car company - Volvo "epidemic care" policy observation

★ The vehicle warranty period is coming, but people in the home observation, before the expiration of the car can not do a "full body examination"?

★ Just wanted to file a extended warranty claim, but suddenly isolated at home, can only watch the car out of the insurance?

★ The car is the home of the mobile, under the ravages of the virus, how to survive the car?

★ After a long time at home, I finally unsealed it, but found that the car could not start, how is this good.......

These embarrassments in the current epidemic repeatedly, has become a helpless topic for many car owners, how to help car owners to solve these problems, is a temporary test of car companies' after-sales service, in today's normalization of epidemic prevention and control, who can take the lead in insight into the needs of car owners to provide timely services? Who can introduce service policies that benefit users? The true capabilities of the service system were fully demonstrated before this big test. Some car companies are chaotic in the face of change, and some car companies can calmly deal with them and send sincere care during the epidemic.

Recently, Volvo, which is in the camp of luxury brands, took the lead in launching the "epidemic care" policy, which not only helps car owners solve the problem of car ownership caused by the impact of the epidemic, but also cooperates with some urban dealer partners to carry out car air sanitize care activities for car owners.

Service temperature in the epidemic, Volvo's "epidemic care" policy

From 1 March, if the warranty period of the purchased vehicle expires and it is in a closed state, Volvo can extend it for an additional month from the date the epidemic is lifted. If the purchased extended warranty cannot be maintained or claimed in time due to the epidemic situation, the user can enjoy the protection service normally with the relevant sealing certificate after unsealing. In addition, Volvo has insisted on providing users with necessary roadside assistance services during the epidemic.

The extended warranty period gives the vehicle the opportunity to do another full physical examination before the insurance is issued, and if there is a problem, you can apply for a claim, do not have to bear the relevant costs, and reduce the loss to a minimum. The roadside assistance service, in addition to the timely "power" of the vehicle that has not moved for a long time, can also effectively solve the urgent needs of users.

Such a rescue story happened in 2020. A Chengdu car owner took a self-driving tour in qinghai's no-man's land, and the vehicle could not start because it was damaged in the no-man's land. After turning to the insurance company for help, with the mentality of trying it out, he sent a request to the Volvo Customer Service Center. The Volvo Customer Service Center transferred a rescue vehicle from 600 kilometers away, and after several transfers and repairs, the car was finally returned to the owner. During this time, Volvo also covered the travel expenses for the owner to return to Chengdu, and provided him with a scooter in Chengdu. The incident quickly spread among Volvo owners and touched many people.

Based on the careful insight into the needs of users, Volvo always gives owners a sincere response.

User-centric, six commitments to "make security more comprehensive"

The launch of Volvo's epidemic care policy directly hit the needs of users and showed that they were not alarmed in the face of the epidemic. People familiar with Volvo's after-sales service know that this active care for users is the epitome of its after-sales service strength. It is precisely because Volvo is down-to-earth at every step that it has won the reputation of users and gained the recognition of the industry.

As early as the 2020 Chengdu Auto Show, Volvo released a new brand after-sales service concept: "let safety, more comprehensive", including parts lifetime insurance, appointment fast maintenance, free pick-up and delivery of cars, ultra-long business, exclusive scooters, all-weather protection and other six major service commitments. Systematizing and concretizing service commitments is rare among luxury brands.

In ABB's Service Pledge, Who Has more gold content? In this article, we have analyzed that although BMW made a commitment to 58-minute oil maintenance service overtime exemption in 2018, and made eight service commitments for excellent sheet metal spray in 2021, it is limited to single-class services; Mercedes-Benz's "Service Convention" is the most famous, but it is actually the minimum requirement for services; FAW-Volkswagen Audi service commitment, although it is also comprehensive, was proposed later than Volvo.

It can be seen that not all car companies can easily make a commitment to service. The landing of Volvo's six service commitments that benefit users not only tests whether Volvo really dares to benefit users, but also tests the unity of the entire manufacturer and dealer service system.

Taking the "Parts Lifetime Warranty" as an example, Volvo is the first luxury brand in China to put forward this commitment, promising to enjoy a lifetime warranty on parts (non-external factor damage) after purchasing and installing the original designated parts at any local Volvo Cars authorized dealer from July 1, 2020 without changing the owner.

Obviously, the promise greatly reduces the maintenance cost of the owner, but increases the burden on the manufacturer, but Volvo says so - only luxury brands that are confident in product quality and after-sales service dare to provide a "lifetime warranty" for parts.

In fact, volvo has been working hard to reduce the cost of user repairs. According to the data of the auto zero ratio system released on December 27, 2021, in the context of the overall upward trend of the industry's zero ratio coefficient, Volvo has bucked the trend - the main model XC60 zero ratio coefficient is the lowest in the same class, and the zero ratio and burden index of the S90 have fallen the most in the luxury car level.

For Volvo, to dispel users' after-sales concerns, it is not only to reduce maintenance costs and benefit users, but also to give users more convenient personalized solutions. During the special period, the service of "free pick-up and delivery of cars" also solves the maintenance problems of many car owners. Volvo car owners can make an appointment to pick up and drop off the car through the Wo World Mini Program, the Wo World Public Account and the dealer phone, and enjoy the free door-to-door pick-up service within 20 kilometers of one-way.

Today, the "free pick-up" service has become one of the most popular users in Volvo's after-sales service, with nearly 20% of car owners having used this service and reusing it at a high rate, about 1.8 times per year.

From the "safety" pilot that has always been adhered to at the beginning of its establishment, to the "green" action that has been practiced since the 1940s, to accelerating the electrification transformation and creating a digital ecology, although the mission of the times is different, Volvo's people-oriented service creation has never stopped.