XCMG Excavator Campaign Elevates Chinas Construction Standards

The quality of service in the construction machinery industry directly impacts equipment operational efficiency and customer return on investment. XCMG Excavators, a leading Chinese construction machinery manufacturer, has consistently prioritized customer service as a strategic focus. The company recently concluded its three-month 13th Annual "Service Across China" campaign, which delivered comprehensive equipment inspections, technical exchanges, and after-sales support to customers nationwide.

The initiative featured three core components: "Precision Care: Equipment Protection Program," "Value Enhancement: Product Renewal Program," and "Strengthening Foundations: Brand Development Program." These programs aimed to improve customer experience, expand aftermarket revenue, and reinforce XCMG Excavators' position as the industry's preferred service brand.

This foundational initiative focused on proactive inspections and maintenance to ensure equipment stability. XCMG service engineers conducted comprehensive evaluations at job sites, completing inspections for over 30,000 units. Maintenance coverage reached 100% for each region's top five customers.

The inspection process included:

• Comprehensive fault diagnosis
• Component maintenance
• Equipment performance optimization

Following inspections, engineers provided detailed reports documenting equipment conditions and maintenance recommendations, enabling customers to better manage their machinery.

This component delivered aftermarket value-added services to reduce operational costs and improve equipment availability. The campaign achieved:

• Service product sales exceeding $700,000
• Genuine parts sales surpassing $56 million

Offerings included original equipment manufacturer parts, maintenance packages, and technical upgrades to extend equipment lifespan and enhance productivity. The program also provided technical training and consulting services to improve customer operational capabilities.

This initiative deepened customer engagement while promoting brand values. Key achievements included:

• Establishing "One City, One Model Customer" benchmarks
• Implementing Voice of Customer (VOC) feedback mechanisms
• Achieving 99.9% service satisfaction

Dealers contributed over 60 promotional videos through official channels to amplify brand messaging.

The campaign introduced several service innovations:

• Proactive Maintenance: Engineers initiated on-site visits rather than waiting for service requests
• Comprehensive Aftermarket Solutions: Bundled services addressing operational challenges
• Real-time Customer Feedback: VOC program enabled continuous service improvement

The campaign significantly enhanced customer satisfaction while strengthening XCMG Excavators' market position. Moving forward, the company will continue developing its service network and exploring advanced solutions like remote diagnostics and smart maintenance technologies.

XCMG Excavators' customer-first philosophy extends beyond individual campaigns, informing all aspects of business operations as the company works to elevate industry service standards.