Shulou(Shulou.com)11/24 Report--

Preface

2023 is the third year that Trane has joined hands with after-sales treasures.

In October, the after-sales team went to Singapore to launch Trane Asia-Pacific Dispatching system project Kickoff (Trane Air conditioning Asia Pacific Service dispatching system launch meeting) at Trane Asia Pacific headquarters.

Over the past three years, after-sales Bao witnessed and participated in Trane's service digitization road, starting from Greater China to Southeast Asia.

"Digitalization" is the most obvious brand left to enterprises in this era.

Affected by the economic downturn, enterprises pay more attention to reducing costs and increasing income than ever before, and digitization is one of the effective means to achieve "cost reduction" and "income increase" at the same time.

Trane was founded in 1885 and established its position as a pioneer in temperature control systems over the next hundred years. Over the past hundred years, through cooperation with the industry and consumers, Trane has developed and changed the solution of industry rules to meet the dynamic market demand from the business perspective of products and systems, building integrated automatic control system, building services, accessories support and so on.

01 Trane, a model of service-oriented manufacturing

Service-oriented manufacturing refers to manufacturing-based service and service-oriented manufacturing, is the integration of production-based product economy and consumption-based service economy, is a new manufacturing model.

Trane is a typical service manufacturing.

Trane is committed to providing a comfortable and energy-efficient indoor environment for commercial and civilian applications. They believe that perfect services can meet customers' building performance needs and save customers more costs.

According to statistics, of the cost spent by a unit during its service, the unit itself accounts for only 6.61%, and the refrigerant accounts for about 0.03%, while the use cost of the unit is as high as 93.36%. It includes operation cost, maintenance cost, troubleshooting cost and so on. Thus it can be seen that the operating cost is the most important factor to determine the performance-to-price ratio of the unit.

In view of this situation, Trane launched contract maintenance service to carry out preventive maintenance of the unit, in order to improve the performance of the unit during operation and save costs for customers.

In order to meet the diverse customer needs, Trane launched elite start-up services, maintenance services, upgrading services, Trane intelligent monitoring services, a total of 15 services.

The service department of the service-oriented manufacturing industry undertakes more responsibilities than the ordinary manufacturing industry. The service department of Trane undertakes the two main functions of service support and service income generation. The former is responsible for after-sales service to ensure the normal use of customers. The latter is responsible for tapping new business opportunities in after-sales to achieve service revenue. The two teams have independent and responsible work content, and cooperate with each other, the service support team provides customers with good after-sales, while communicating business opportunities to the revenue-generating team, while the revenue-generating team needs to have stronger business capabilities.

02 Digital Service Construction, starting from China

In the era of "competing for quality", products are the foundation of Trane, while service is another key bargaining chip to pry the new growth of the market.

Trane hopes to provide users with high-quality service experience, in order to obtain higher user loyalty, thus bringing new growth, the development of digital and intelligent technology gives a clear realizable path.

In 2021, Trane China cooperated with after-sales Bao to build a digital customer service system in Greater China, through after-sales Bao to manage after-sales demand, dispatch engineers to quickly carry out services, manage spare parts and products, and promote the transformation of service opportunities.

Project management, so that customization runs through all the time

Trane is committed to providing overall solutions for air conditioning, hot and cold water in different functional buildings, and "tailor-made" meticulous and thoughtful system energy-saving solutions and all-round engineering services for customers according to the characteristics of different customers.

Taking Trane's turnkey engineering system solution as an example, from the initial survey and design to the maintenance and operation after completion, one-stop professional services are provided according to the different needs of the owners, which can completely solve the matching problem of the system and equipment. and save the extra cost caused by the disconnection between design and construction. Behind the extremely thoughtful service is the coordination of roles across multiple departments, the precise management of accessories and tools, and the omni-directional grasp of tasks, plans and risks.

After-sales Bao provides Trane with a service project management solution, based on the installation and implementation process of Trane air-conditioning units, from the four dimensions of human, financial, material and business. From survey to completion, cross-team and multi-project unified management, so that the project delivery process is transparent and controllable, progress, key milestones, obstruction points at a glance.

With the help of after-sales project management, the service delivery process of Trane air conditioner can be transferred online, and project managers no longer need to use paper work orders, telephone contact and other traditional means for task distribution and situation communication. the system will be assigned to the appropriate engineer according to the project type and geographical location.

From the beginning of the project to the delivery and acceptance, the digital transfer is fully realized, the efficiency of service coordination is greatly improved, the implementation cycle is greatly shortened, and customer satisfaction and experience are naturally greatly improved.

Service business opportunities, new ways for service departments to generate revenue

Trane's rich service products provide more incentive opportunities for the service team. Service engineers find sales opportunities in the field and feedback them to the income-generating team, which transforms the service opportunities.

Based on this feature, after-sales Bao has created a service-oriented income-generating work order process for Trane, which adds business opportunity management and collaborative follow-up functions compared with the conventional work order process.

On the one hand, related to the basic customer information, product situation, service follow-up, and even contracts, customer information, business opportunities and other related information, are integrated on the platform to form a small customer CRM management system. On the other hand, the full-dimensional product electronic file not only contains the basic information of the product, but also can remind the service staff to charge for quality assurance through the automatic judgment of the internal and external status of the unit insurance, save manual search time, avoid information errors and omissions, and help service generate revenue.

03 join hands for three years, from Greater China to Southeast Asia

Trane's digital customer service transformation was first piloted in Greater China, helping Trane to upgrade customer service through eight modules: technical dispatch management, subcontractor management, spare parts management, tool management, positioning / EHS, site management, project management, and business reports, doubling the efficiency of Trane dispatching workers and reducing the labor cost of service operation and management by 50%.

With the vigorous development of the digital economy market in Southeast Asia, the digital market in Southeast Asia has become an important part of the global digital economy market, and the user groups involved in the fields of e-commerce, digital and science and technology are constantly expanding. the market scale is also expanding, and the digital market is growing. Based on the successful experience of Greater China, in October 2023, after-sales Bao and Trane set sail in Southeast Asia with a new generation of intelligent customer service solutions.

At present, with the rise of a new round of global scientific and technological revolution and industrial change, digital technology and digital economy have become new momentum to promote the recovery and growth of the world economy.

The deep integration of digital technology and real economy is the main theme of future industrial development. I believe that Trane and after-sales treasure will take advantage of the digital east wind to set sail and show brand-new vitality on the world stage.

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