Maitrox Smart Supply Chain was invited to attend the summit and our vice president, Yao Fang gave the speech of “The Innovation and Promotion of After-Sales Service Model Driven by Smart Supply Chain” for the audience. During the speech, Yao Fang took India and Thailand as examples, and shared our practical experience of local after-sales supply chain. We helped our clients to optimize their oversea after-sales service models, promote “One-Hour Quick Repair”, and improve the service quality and brand reputation.
With the era of economic transformation, and industrial integration and promotion, the growth of sales for Chinese companies has encountered to a new period of bottlenecks. Thousands of companies have begun to reexamine the traditional way of sales, and they have sought to complete the supply chain revolution in a new way. In this supply chain revolution, Chinese companies have gradually realized that products sold to the customers is no longer the end of the supply chain, but the new start. The values created by after-sales service have become more and more important. The value-added service which is focused on “service” itself will become a new growing point for the performance of all Chinese companies.
As the pioneer of after-sales supply chain service for Chinese brands going overseas, Maitrox Smart Supply Chain found the values for the growth of company performance through improving the supply chain based on the internet a few years ago. Maitrox starts to provide the oversea after-sales supply chain service of electronic products, and present the new service idea of “One-Hour Quick Repair”. Through years of innovative exploration, many Top 500 worldwide clients and national brands have been served by Maitrox’s after-sales supply chain management services with the purpose of reducing cost and improving efficiency, and Maitroxhas become a good helper for them in after-sales service area.
The innovative service of “One-Hour Quick Repair” has integrated three models of“PPU+PUSH+DESC” in order to help mobile phone brands accurately forecast the number of spare parts they need. Maitrox would first buy spare parts, then set up warehouses covering the nearby distance of maintenance stores for storing these spare parts, forecast the number of spare parts according to the estimation of big data, and finally send spare parts to the warehouses nearby the maintenance stores. This ensures that “spare parts on hands, no worries of repair”. As long as the customers go to repair their phones and spare parts are used along with the repair orders, mobile phone brands then pay the service management fees for Maitrox according to the number of repair orders. At the same time, these authorized maintenance stores have the functions of “mobile phone maintenance service center” and “spare parts distribution”. They turn “DC”(Distribution Center) and “ESC”(Exclusive Service Center) into “DESC” so as to achieve the goals of “maintenance”, “distribution”, and “shared inventory”.
On the Summit, Yao Fang also shared the case of Indian after-sales supply chain solution. There used to be a client who brought his own products and went to India. Once the products were sold within India, they ranked No.2 on the sales list in India. And then he opened more than 500 maintenance centers in India as well. However, the ideality was full, the reality was cruel. There were continuous problems such as PAL (parts available level) was low (0BD 65%，3BD 80%); the inventory TAT (turnaround time) was long (5 months); lots of fake orders; defective spare parts returning period was long; and lacking of materials as well as redundancy happened. Maitrox Smart Supply Chain provided the client with a comprehensive supply chain solution according to these tough problems. We had unified the demand forecast of after-sales service spare parts in India. We had upgraded qualified ESC to D-ESC. We assisted the distribution in regional markets and we did defective spare parts return together. We used our smart system to plan for after-sales material planning and distribution. We ensured that the KPI of material could be achieved. Maitrox Smart Supply Chain helped the client:
·Efficiently changed the layout from ASP into D-ESC within 3 months; 3 ASPs had been increased to 50+ D-ESC; the time of spare parts supply and defective spare parts return was significantly reduced;
·The average PAL of 0BD was increased from 65% to 93%, and the average PAL of 3BD was increased from 80% to 96%;
·The inventory TAT was reduced from 5 months to 3 months;
·The overall after-sales costs were greatly reduced;
·Indian after-sales business ranked No.1 worldwide in the after-sales performance within the Group evaluation.
The “One-Hour Quick Repair” of Maitrox Smart Supply Chain can be achieved by integrative smart planning system. It can correct the mistakes immediately, do precise forecast, reduce the inventory, reduce the frequency of logistics, reduce the number of management staff, and finally achieve collaborative and systematic management of high-level repair.
The new ground of “One-Hour Quick Repair” explored by Maitrox Smart Supply Chain is the new model for the development of electronics products after-sales supply chain. In the future, we will provide the global after-sales spare parts solutions for large clients, the global after-sales spare parts elite solution (One-Hour Quick Repair), the global after-sales solution for the small and medium clients, the after-sales POD solution for large clients, the VMI/JIT inventory solution in the production line for large clients, the global spare parts rebalance for large clients, mobile/computer industrial solutions, automotive industrial solutions, household electronic appliances industrial solutions, and so on. We also have reasons to believe that in today’s market with digitization and information, Maitrox Smart Supply Chain can provide good and advanced service to help our clients completely change in a brand new way based on our 14-year experience. We can finally help them to lead in the domestic supply chain service market.