Qingdao Hicorp Group Heavy Industry after-sales iron army’s 10-hour relay run to resolve client’s worries

4:50 pm on April 25:

Qingdao Hicorp Group Heavy Industry Science & Technology Sales Company received an urgent request for assistance from a customer in Tianjin. A sudden failure of the hopper cylinder of the segment production line resulted in a full stop of production. If it cannot be repaired in time, it will affect the customer’s established production tasks. More importantly, Tianjin Binhai Rail Company was scheduled to conduct an on-site survey on the production progress of our customer at 2:00 pm on April 26. If customer failed to resume operation, it would have a very bad influence.

After receiving the on-site feedback, the sales company responded immediately, communicated with the technical team right away to confirm the model of the cylinder, and confirmed whether we had spare parts for the corresponding model. Unfortunately, due to the company’s recent multiple carousel projects, spare parts had just all been used up, and inventory has not been replenished. Faced with this dilemma, we pinned our hopes on our supplier in Jinan. Under the strong coordination of the company’s Purchasing Department, the supplier who has been off work arranged the relevant personnel to return to their company to look for the needed cylinder thoroughly in stock.

At the same time, the sales company coordinated the production dept., technical team and other departments to prepare the after-sales maintenance personnel and the vehicle to depart at any time.

6:45 pm on April 25:

Good news came from our supplier in Jinan, they have the same spare parts. After receiving the news, the after-sales personnel acted immediately and drove to Jinan.

22:50 pm on April 25:

Our company’s after-sales maintenance staff successfully obtained spare parts in Jinan. In order to get our customer’s production line back to normal asap, after-sales maintenance staff Liu Jie and driver Zhang Guangkai worked tirelessly and rushed to Tianjin overnight.

2:55 am on April 26:

Our after-sales staff arrived at the site and started repair work in customer plant in Tianjin.

6:25 am on April 26:

Tianjin customer’s production line resumed production successfully. Customers’ multiple crises were thus resolved. Our efforts and perseverance had also won recognition and praise from customer.

From receiving instructions to completing repairs, our after-sales “iron army” has traveled nearly 700 kilometers. In more than 10 hours, Hicorp people have once again proved the core value of “Focusing on Customers”(client-centric) with practical actions. “Focusing on Customers” is our solemn commitment to our customers. With the perseverance and efforts of Hicorp people, “Focusing on Customers” has been gradually integrated into our blood and engraved on our bones.