During the epidemic, the GENMA international sales staff received an urgent consultation call from an Argentine customer. According to the customer's description: the crane did not lift and move smoothly during the unloading operation.
After receiving the feedback from the customer, the service staff immediately started the GENMA remote management system to diagnose and analyze the abnormal phenomenon of the equipment, and finally determined that the reason was the self-protection of the crane caused by the improper operation of the driver, which made the lifting action unable to proceed normally. Under the remote guidance of the sales staff and the on-site cooperation of the customer, the customer readjusted the pin sensor, and the problem was solved within ten minutes.
In this regard, customers appreciate our ability to provide good remote after-sales service in the first time.
The stable operation of the crane is directly related to the normal production of the user's site. However, the fluctuating epidemic situation at home and abroad has brought great uncertainty to the on-site maintenance and overhaul operations of sales personnel. How to eliminate regional obstacles and respond to customer needs in the first time, remote after-sales service for heavy equipment A new request was made.
In this regard, Nantong Rainbow Heavy Machinery Co., Ltd. (hereinafter referred to as: Rainbow Heavy Machinery), in response to the equipment sales and service needs of its GENMA brand domestic and foreign customers, has widely used the GENMA remote management system in the equipment after-sales service to ensure the equipment after-sales. Timely implementation of services.
lIntelligent management system Remote monitoring of equipment operation status
Based on the intelligent upgrade of lifting equipment, the GENMA remote management system can establish a full-cycle connection with domestic and foreign customers, and realize remote monitoring of products by collecting and analyzing the operating data, usage status and geographical location of the lifting equipment. , fault diagnosis and other remote operation and maintenance service applications.
Once there is a problem with the on-site crane and need technical support, the customer only needs to inform the connection password, and the engineer can connect to the GENMA remote management system through a computer or even a mobile phone and tablet at any time, providing customers with accurate and timely remote after-sales service, and supporting the stable operation of customer equipment. Do not reduce service efficiency and affect service quality due to "remote".
l24-hour check-in service to respond to customer needs in a timely manner
Customer satisfaction is our responsibility. Rainbow Heavy Machinery put forward the industry's first whole-process, professional and standardized "4S service" concept (Professional-Specialty, Fast-Shortcut, Safety-Safety, Satisfaction-Satisfaction). While providing customers with highly competitive high-quality products and reassuring projects with professional and superb technical strength and orderly and outstanding management capabilities, we also provide customers with more standardized, professional and systematic service standards.
In order to ensure the stable operation of the equipment and safe production, the GENMA sales team is on standby 24 hours a day to provide customers with 24/7 online check-in services, help users monitor the working conditions of the system equipment, and analyze and evaluate the performance of the equipment according to the collected system information. Time to provide customers with precise solutions and technical guidance.
During special periods, GENMA’s 24-hour remote after-sales service can remotely monitor the real-time status of cranes, respond to equipment failures in real time, realize interconnection between equipment and personnel, help customers at home and abroad to effectively deal with all kinds of sudden equipment failures, and effectively protect equipment. Running smoothly!
