Services and auto spare parts in "Amico" with the implementation of the project "Organization and optimization of after-sales service warehouses"
As one of the largest manufacturers of commercial cars in Iran's private sector, in the new measure, Amico has established its spare parts warehouse in the capital to enhance after-sales service quality. In addition, the launch of vehicle service by the after-sales service department of this company is a significant development and another practical step towards increasing customer satisfaction. During a meeting with the journalists of "Ghatenews," the managers of the after-sales service department of this complex explained that Aras Khodro Diesel Industrial Group (Amico) had taken steps to improve its position in the discussion of after-sales services and to obtain maximum customer satisfaction in this field.
Amico's after-sales service manager Reza Golmohammadi and Aras Khodro Diesel Industrial Group's network of dealers and training manager Abbas Haj Mohammad Ali also spoke about the company's qualitative growth in after-sales service. Read this conversation below:
How is Amico Company improving the distribution and supply of parts in the after-sales service department?
Reza Golmohammadi: Amico is one of the first companies to offer dealers fast delivery of spare parts. In addition to Jolfa and Tabriz, Amico also has a warehouse in Tehran. Previously, warehouse space determined the distribution of parts, which made it challenging to access high-circulation parts. This situation led to the creation and implementation of a project titled "organization and optimization of after-sales service warehouses." This PLAN involved a budget of about five billion Tomans, and the after-sales service warehouse was equipped with fast-consuming parts. The policy was to store 80% of consumable and high-volume parts in the central warehouse and the rest in two other warehouses for support. With this method, parts distribution management also became more focused.
This project was defined in February of last year, and its implementation started at the beginning of April this year. 500 pieces of high traffic had been transferred by April 30th. The process of continuing the work on high-volume parts will continue, and currently, there are more than 1000 parts in this warehouse.
As a result, this warehouse distributes 70% of the parts, which according to the plan, should reach 80%. Achieving this 10% requires careful planning and identification of the remaining parts. Therefore, central warehouse space is also one of its essential parameters. If we can identify these 10 percent soon and transfer them, the possibility of distribution from the central warehouse will be faster. Moreover, we are working on supplying parts for packaging, and we are stronger in this area than before because of the new conditions. Spare parts packaging is also on the agenda for this year.
Amico's after-sales service rating has grown well in the last two years. What measures have been taken to improve this rank, and what plans do you have in mind?
Reza Golmohammadi: We plan to implement the requirements specified by the ISQI inspection company.
Training, equipping representatives, and mobile aid was among these measures. Before this, Amico Company usually occupied the fourth rank, and in the latest Standard Quality Inspection Organization report, it received the third rank. A 15% increase is planned for the new year, although that is difficult to achieve. Because without a doubt, all companies are engaged in serious activities in this field.
What arrangements has Amco made to improve this 15%?
Golmohammadi: Our most important plan is to improve distribution by creating a central warehouse, which will play an essential role in enhancing after-sales services.
Optimizing the company's software systems is another program on the agenda. These are essential measures that realize 15% growth will be achievable whit their full implementation.
Does this upgrade process include improving the after-sales service of new products? What plans do you have to improve services in the field of these products?
Reza Golmohammadi: The most important plans in the field of new products are related to Asena and 2631 cars, because with the launch of pickups, the composition of Amico's customers has changed to heavy and light. This issue has caused us to experience significant changes in the field of acceptance and response, and these changes have led to an increase in customer satisfaction.
Another issue with new products is their parts. Regarding the previous products, the representatives had no problem in providing the service and had received the relevant training and provided the required parts. For new products, proper planning and steps have been taken to train dealers, and we even considered the presence of experts in some dealers to help the service department.
Recently, Emico has organized training sessions for its representatives. What purpose and content were these courses planned?
Reza Golmohammadi: Amico's new car, the 2631E truck, is produced with the Euro 5+ standard, which uses the SCR system to prevent pollution.
In this system, AdBlue solution is used, which is sprayed by the injector in the process of producing polluting gases and turning the polluting gases into safe gas.
This system is entirely new for our customers and dealers. For this reason, theoretical and practical training courses were held for the representatives in this field. The representatives who participated in these courses were fully satisfied with the content of these courses.
How many representatives does Amico have in the country, and what is their distribution؟ What courses have you planned for the representatives in the future?
Abbas Haj Mohammad Ali: The number of Amico after-sales service agents across the country is 30 agents in 30 cities and the central agent in Tehran. The people who participated in the training courses on the new 2631 product were after-sales service representatives. In the future, we will have other classes for them about the new 2631 product and pickup.
What is the access of customers according to the distribution of representatives?
Abbas Haj Mohammad Ali: The distribution of after-sales service representatives is arranged in such a way that customers are covered all over Iran and can easily refer to our representatives. Accordingly, we are very obsessive in choosing the location of the after-sales service agencies. At the same time, Mobile Auto Repair Service Has been created in the country to cover customers' needs.
In the current situation, one of the most critical parameters customers pay attention to when choosing a product is the quality of after-sales service. In this regard, will the Mobile Auto Repair Service provide customers' needs and satisfaction?
Abbas Haj Mohammad Ali: The development of the Mobile Auto Repair Service has been done in three phases: in the first phase, 5 units of Mobile Auto Repair were engaged in providing relief in the country, according to the geographical location. This plan is currently in its second phase, and five more vehicles have been added.
The project's third phase will include adding five more vehicles. We have already equipped these cars, selected their representatives, and will complete the implementation of the third phase before summer is over.