Two months ago, Yiyang Rubber & Plastics Machinery Group set up its first 4S store for rubber & plastics equipment --- Shandong Service Center. Compared with the former Shandong office, the Service Center has attracted much more business, securing new orders for parts worth nearly RMB eight million and negotiating contracts worth nearly RMB 10 million. So far, its strategy of upgrading the service mode and marching into the customer service market has proved effective.
In the weakening global economy, in particular since the antidumping and anti-subsidy measures adopted by the United States against Chinese tires, the Chinese tire making and rubber machinery market has suffered serious setbacks, unable to recover yet. Tire markers are operating much under their production capacity, the machinery market is shrinking dramatically, and the parts and overhaul business is affected too. Despite the harsh market conditions, Yiyang Rubber & Plastics Machinery Group has made breakthroughs in improving its marketing and management skills and increasing sales and profits, formed the marketing and managerial idea that centers on “customer demands” and “market-driven” development, upgraded its service mode and entered into the customer service market. While going all out to win orders, the newly established Shandong Service Center provides integrated services of production, supply, sale, R&D and maintenance & repair, attracting the eyes of many old and new customers in Shandong, a big consumer of rubber tires in China, and nearby provinces. Customers visit the 4S store in person to learn about the specifications of parts and place orders on standard and customized parts used on rubber & plastic machinery, and the door-to-door service of the 4S store also helps enhance customer satisfaction and build up the company reputation.
The company is stepping up efforts to expand the domestic and overseas markets and improve customer services at the same time to explore a development path combining soft and hard power.
(By Li Zhonghong)