▲Doosan Infracore launched a spring equipment maintenance campaign in China through DoosanCARE, its highly praised customized customer service program. On the back of an enthusiastic response from the market, it is planning to run the campaign again this summer to further boost its Chinese customers’ satisfaction.
Doosan Infracore achieved the highest market share in the excavator market among all multinational corporations (MNCs) operating in China in May 2020, a resounding success that has been attributed to the company’s efforts to enhance its customer-centric customer service among other factors. Doosan Infracore also topped last year’s figures for both monthly sales (as of May) and the running sales total (as of the end of the month).
Doosan Infracore sold 2,166 excavators in the Chinese market during the month of May, which represents an increase of over 99% compared to the figure for same month of the previous year. With a market share of 7.3%, Doosan Infracore has now overtaken the American suppliers that used to rank first among MNCs in the Chinese market.
*According to data released by the CCMA (China Construction Machinery Association), Doosan Infracore's share in the Chinese MNC market has continued to grow, rising from 12.9% in 2015 to 21.9% in the first quarter of this year.
As regards the running sales total up until the end of May, Doosan Infracore surpassed its 2019 figure by almost 10% by selling a total of 9,408 units by the end of May, despite the downturn in January and February caused by the COVID-19 pandemic.
Such achievements were largely driven by the rapid recovery of the Chinese market combined with the company’s efforts to enhance its customer-centric customer service.
Meanwhile, in partnership with its dealerships across China, Doosan Infracore launched a spring (April-May) customer service campaign, the aptly named ‘DoosanCARE’, for all customers who pre-booked through WeChat, a Chinese mobile messenger service.
DoosanCare consists of equipment operation consulting and maintenance training provided by DI construction equipment specialists who visit the customers’ workplaces wherever they happen to be. During the two months, the company provided its customized customer support service for more than 2,600 pieces of construction equipment.
To prepare for the campaign, the company provided live online training to further improve the service capabilities of the more than 7,300 specialists from Chinese dealerships across the country, who attended a total of 26 sessions between the beginning of January and the end of March 2020.
“We launched the campaign so that our customers could operate their equipment as well as possible following the lockdown due to the COVID-19 pandemic,” announced a representative of Doosan Infracore. “On the back of the enthusiastic market response, we are now planning to launch the campaign this summer, too.”
Meanwhile, the Chinese excavator market began to show signs of recovery in terms of the operating rate in March, maintaining the trend into April. The total monthly sales figure surged to 29,513 units in May, up 76.5% compared to May 2019.