“客户第一”不只是口号：三一重卡以“直服”重塑行业生态 | 头条

Core Viewpoint - The article emphasizes that the service model is becoming a key factor in user experience and brand image in the rapidly developing new energy heavy truck market, with SANY Heavy Truck leading the way through its "Direct Service" model [1][20]. Group 1: Industry Context - The transition to new energy heavy trucks represents not only a change in power sources but also a transformation in operational models, requiring faster response and specialized service due to the unique technical demands of electric systems compared to traditional fuel vehicles [3][6]. - Traditional multi-layered agency models hinder timely service responses, negatively impacting user experience, which has prompted SANY Heavy Truck to innovate its sales and service approach [5][6]. Group 2: SANY's Direct Service Model - SANY Heavy Truck has implemented a "Direct Sales" model, allowing direct contracts between manufacturers and customers, ensuring customized solutions based on actual operational scenarios, thus eliminating information misalignment and cost increases [5][9]. - The "Direct Service" model is a complete reconstruction of the service ecosystem, providing on-site support and tailored solutions without intermediaries, enhancing customer trust and service efficiency [7][9]. - SANY's approach emphasizes a "customer-first" philosophy, focusing on creating a service loop rather than merely selling vehicles, which contrasts with competitors still relying on third-party service providers [9][17]. Group 3: Service Efficiency and Commitment - Under the "Direct Service" model, SANY employs its own staff for on-site repairs, equipped with mobile parts warehouses, ensuring rapid response to customer needs and high service efficiency [12][15]. - SANY has established over 170 direct service stations and mobile service warehouses nationwide, supported by a large team of engineers and technicians, committing to a service promise of rapid response times and effective problem resolution [15][19]. Group 4: Strategic Implications - The "Direct Service" model not only enhances SANY's market position but also serves as an innovative benchmark for the industry, promoting a shift from a "selling vehicles" mindset to a "user operation" mindset [19][20]. - SANY's commitment to high investment in service infrastructure and human resources aims to ensure a broad and responsive service network, which is crucial for building brand loyalty and market share in the competitive new energy heavy truck sector [19][20].