当重卡市场进入电动化时代，售后服务是否也需要转型？ 答案是肯定的。尤其是电动重卡在充电、续航以及核心配件等各方面，都与传统能源车型需求 不同，只有不断提升服务能力才能跟得上市场需求的变化，在电动化时代赢得用户的青睐与认 可。 那么，什么样的服务是电动重卡用户真正需要的？什么样的服务能让用户心甘情愿地为电动重 卡买单？近日，第一商用车网跟随"三一重卡2025年服务万里行"活动来到宁夏区域，采访了 青铜峡市利源工贸有限公司（下称"利源工贸"）运输部车队长张华。作为车队长，他对三一的 直服模式给出了客观评价。 张华告诉小编，其实公司在买车时，就重点考虑了售后问题。在他看来，新能源重卡一定要脱 离过去的传统服务模式。"过去，我们在传统重卡的服务模式体系中，售后方面的矛盾就一直 不断。但有了直服模式，我们拥有了主导权，这种新的售后模式是我们终端用户以及车队可以 控制的。车辆出现问题后，我们只要提出来，他们就能指哪打哪，立马给解决。" 两次选择三一重卡 直服模式是最好的运营保障 利源工贸成立于1999年，是一家集化工、运输、加工于一体的综合性企业。目前公司共有运 输车辆140辆，全部为电动重卡，其中120辆是三一电动重卡 ...

Core Viewpoint - The article highlights the effectiveness of SANY Heavy Truck's direct service model in enhancing operational efficiency for customers, particularly in the context of the growing demand for electric heavy trucks in the market [1][9][14]. Group 1: Company Overview - SANY Heavy Truck is recognized as a leading brand in the new energy heavy truck industry, with a focus on a straightforward direct service model and a strong service support team [1]. - The company has achieved a market penetration rate exceeding 70% in the Meizhou region for electric heavy trucks, indicating strong customer preference and satisfaction [6]. Group 2: Customer Experience - Xu Zhimin, General Manager of Guangdong Haolong Automobile Manufacturing Co., shared that his fleet currently operates 60 SANY electric heavy trucks, with plans to increase this number to 150 by the end of the year due to stricter environmental regulations [4][6]. - The direct service model of SANY allows for immediate communication between customers and service personnel, enhancing problem resolution efficiency and customer satisfaction [11][12]. Group 3: Service Model Advantages - SANY's direct service model eliminates intermediaries, allowing customers to communicate directly with on-site service engineers, which significantly improves service response times [11]. - The company provides a well-structured parts supply system, ensuring timely availability of components for various electric truck models, which is seen as a customer-centric approach [11][12]. Group 4: Market Trends - The article notes a significant trend towards electrification in the heavy truck market, with many transport companies transitioning from fuel-powered trucks to electric models, driven by environmental considerations [6][14]. - The competitive landscape in the heavy truck industry emphasizes the need for robust after-sales support, which SANY Heavy Truck effectively addresses through its direct service model [8].

Core Viewpoint - The article highlights the successful implementation of SANY Heavy Truck's direct service model, which enhances customer satisfaction and operational efficiency for logistics companies, particularly in the electric heavy truck sector. Group 1: Service Model and Customer Experience - SANY Heavy Truck's direct service model allows for quick response times, with service engineers arriving on-site within one to two hours to resolve issues, ensuring minimal downtime for drivers [1][14]. - The company has established a strong relationship with clients, exemplified by the case of Liuhe New Energy, which transitioned to SANY electric heavy trucks after initial challenges with other brands [5][9]. - Liuhe New Energy's fleet, primarily consisting of SANY trucks, has achieved over 200,000 kilometers in total mileage with low maintenance costs, reinforcing the reliability of SANY's products [9]. Group 2: Operational Efficiency and Cost Savings - The shift to electric heavy trucks is driven by both environmental policies and cost considerations, with SANY electric trucks costing significantly less to operate compared to traditional fuel vehicles [16]. - Liuhe New Energy's operational model emphasizes the importance of vehicle reliability, as downtime directly impacts profitability and driver income [10]. - The company has been recognized for its environmental efforts, being selected for the Ministry of Transport's zero-carbon pilot project, which is attributed to SANY's support and service [17]. Group 3: Future Improvements and Customer Feedback - Liuhe New Energy expressed a desire for improved parts availability, as the current supply chain is still under development, with a new parts center expected to be operational by the end of October [12]. - The direct service model has been praised for alleviating many operational challenges, allowing drivers to contact service engineers directly for quick resolutions [14]. - SANY Heavy Truck's commitment to customer service is evident in their proactive approach to addressing client needs and enhancing service quality [12][14].

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].