服务案例 Key Cases

艾博铁克项目案例 Key Cases of Ibrotech

在服务客户的过程中,艾博铁克遇到许多有特定需求的服务项目。这些项目的目标和工作范围远远超出了一般的车联网或物联网装维服务项目。面对前所未有的挑战,艾博铁克与客户齐心协力,克服重重困难,最终达成了项目目标,艾博铁克也通过这些项目提升了团队能力,提升了自身在行业的话语权。
In the process of serving customers, Ibrotech encountered many service projects with specific needs. The goals and scope of these projects go far beyond the general IoV or IoT installation and maintenance service projects. Faced with unprecedented challenges, Ibrotech worked together with clients to overcome numerous difficulties and ultimately achieved project goals. Through these projects, Ibrotech also improved team capabilities and enhanced its level in the industry.

经典案例1:运营车辆车联网设备软硬件升级项目

Key Case 1: Software and Hardware Upgrade Project for Operational Vehicle IoV Equipments.

因客观原因,需线下升级+远程升级

Due to objective reasons, both offline upgrade and remote upgrade are required.

设备分布在174个城市,总数1200多台

The equipment is distributed in 174 cities, with a total of over 1200 units.

多数车辆在营运中,时停时走,施工难度大

Most vehicles are in operation, stopping and walking at times, making construction difficult.

方案设计 Solution Design

艾博铁克从人员培训、场景分类、信息平台、施工标准等关键要素出发,制定了通过金种子培养批量作业人员,以数据分析识别出不同场景,搭建信息平台指导施工计划,量化施工标准保障完工效果的全方位服务方案。
Ibrotech has developed a comprehensive service plan to train batch operators through Golden Seeds, identify different scenarios through data analysis, establish an information platform to guide construction plans, and quantify construction standards to ensure completion results.

项目实施 Implementation

艾博铁克请客户技术部门出具培训材料,派驻人员参加培训,通过考核及实地施工达标后,形成金种子团队,由金种子团队对全国各地的工程师开展培训并提供具体施工中的技术指导。
After the customer's technical department providing training materials, Ibrotech send talent employees to participate in the training. After passing the assessment and on-site construction standards, a Golden Seed team was formed. The Golden Seed team provide training to engineers from all over the country and also provide specific technical guidance during implementation.
基于客户的业务数据分析,艾博铁克将待服务车辆分为活动车辆和停运车辆,将车辆分布地点分为固定地点和非固定地点,将营运时间分为繁忙时段和空闲时段,一共识别出8个业务场景,并分别制定了实施策略。
Based on the analysis of customer business data, Ibrotec divided the vehicles to be served into active and stopped vehicles, divided the vehicle distribution locations into fixed and non fixed locations, and divided the operating hours into busy and idle periods. A total of 8 business scenarios were identified and implementation strategies were developed separately.
艾博铁克基于客户开放的相关数据接口,搭建了一个信息平台,供金种子团队实时查看和识别实施城市的业务场景,并据此指导城市实施团队应用相应的策略开展项目。
Based on the relevant data interfaces from customer, Ibrotec has built an information platform for the Golden Seed team to view and identify the business scenarios of the implementation city in real-time, and guide the city implementation team to apply corresponding strategies to carry out projects accordingly.
基于事前制定的实施标准,借助信息平台,金种子团队可以监控每一台设备的施工过程,并结合平台收到的数据和工程师实拍的照片,实时判断每台设备的施工质量。
Based on the implementation standards established in advance and with the help of an information platform, the Golden Seed team can monitor the service process of each equipment, and combine the data received by the platform and photos taken by engineers to determine the construction quality of each equipment in real-time.

成果总结 Summary

升级完成率completion rate 96.8%
97% Complete (success)
升级成功率Success rate 100%
40% Complete (success)
及时性 Timeliness 99.6%
40% Complete (success)
客户满意度 Satisfaction 99.3%
40% Complete (success)

经典案例2:车联网设备售后服务效率和满意度提升项目

Key Case 2: Improvement project for after-sales service efficiency and satisfaction of vehicle networking equipment.

在网设备激增,售后问题凸显

As online equipents proliferation, after-sales issues increased rapidly

流程复杂,用户至少去服务点两次才能解决售后

The process is complex, and users need to go to the service point at least twice to resolve after-sales issues.

售后成本高,部分设备返厂后发现并无故障

The after-sales cost is high, and some equipment was found to have no faults after returning to the factory.

问题分析 Analysis

1、项目始于春季,到了夏季,在网数量已经比较多,加上高温影响,导致售后上报数量激增。The project started in spring with a relatively large number of online users. The number of after-sales reports has surged due to high temperature.
2、部分用户误认为设备温度高会有问题,导致误报。Some users mistakenly believe that high device temperature may cause problems, leading to false reports.
3、前期业务发展迅速,售后网络建设没有跟上。The early business development was rapid, and the after-sales network construction did not keep up.

解决方案 Solution

艾博铁克通过对返厂设备故障的分析,结合地区、用户年龄、在网时长、后台信号稳定性等要素,识别出若干主要售后场景。By analyzing the faults of returned equipment, combined with factors such as region, user age, online duration, and background signal stability, several main after-sales scenarios were identified.
根据设备厂家的技术资料,艾博铁克根据不同售后场景,输出针对性的技术资料,以指导售后服务的开展。Based on the technical information provided by the equipment manufacturer, Ibrotech outputs targeted technical information according to different after-sales scenarios to guide the development of after-sales services.
筛选各城市服务态度好、技术能力强的服务网点,经过培训考核打造售后网络,根据在网数据存放备机备件,并配合相应的激励措施,保障售后网络的稳定性。Ibrotech selected service sites with good service attitudes and strong technical capabilities from various cities, established after-sales networks and spare parts storage through training and assessment, and cooperated with corresponding incentive measures to ensure the stability of the after-sales network.
定期总结售后业务,针对新出现的问题调整策略和流程,通过PDCA循环方式不断优化。Regularly summarize after-sales business, adjust strategies and processes to address emerging issues, and continuously optimize through PDCA cycle.

项目成果 Achievements

售后问题升级率 Up-level after sales rate从23%降低到2%
40% Complete (success)
平均售后周期Average after-sales cycle降至之前的12%
40% Complete (success)
平均售后成本Average after-sales cost降至23%
40% Complete (success)
售后客户满意度After sales satisfaction从37%提升至89%
40% Complete (success)