• 销售与服务热线
  • 400 886 9608

电动时代后市场服务要紧跟

2022-05-20

   清明节期间,多为朋友驾驶新能源汽车踏青,相聚一起讨论新能源车辆的服务于零部件的通用性。有人问笔者:“俊风”新能源的专家,新能源车辆大卖,为什么售后服务更不上?

    带着这个问题,笔者进行思考。

    按照汽车业诞生130多年来的规律,当汽车市场进入规模化发展阶段,以维修、保养为主的后市场产业必将迎来快速成长。显然,新能源汽车也不例外。

  统计数据显示,我国新能源汽车年销量占比从2016年的1.2%左右一路高涨,到2021年,我国新能源汽车产销分别累计完成354.5万台和352.1万台,连续7年位居全球第一,市场占有率达到13.4%。随着新能源汽车销量占比和市场保有量逐渐提高,汽车后市场势必改变旧的逻辑,增加新的增长点。

  在俊风汽车专家看来,尽管传统内燃机和动力总成相关的汽车服务会受到新能源汽车的影响,但作为新能源汽车的核心——动力电池会带来新的汽车服务的机会。同时,轮胎、刹车系统、悬挂等零配件可能由于新能源汽车的动力特性,而出现更高的替换和维修要求。

    当前武汉出现多家传统维修点转型专门做新能源汽车维修与服务。武汉理工大学还专门成立培训专业,专门培训新能源汽车人才,联合政府发证。有资格者才能维修新能源汽车,毕竟他是高科技产品。

  由于新能源车的车身更重,轮胎磨损会更高,“再比如新能源车启停的制动性更强,减震、悬挂的磨损也会增加,这些都会带来更多的汽车服务机会。”

  有预测称,纯电车型的维保支出大约会比燃油车型低30%左右,但考虑到新能源与智能汽车产业变革推动了新商业模式,汽车后市场与服务领域也将迎来前所未有的机遇和挑战。

  一方面,新能源汽车的产品特点对维修服务模式提出了新要求,同时新能源售后服务网点不足,新能源售后检测和维修的专业技术人员严重不足。

  记者了解到,新能源汽车后市场的服务供给可能存在较大缺口。目前新能源厂家自营及授权的总门店数约有3300家,按国内新能源汽车保有量,即使不考虑品牌间门店不可复用,以及未来销量增长的问题,每个门店仍要服务近2400台新能源车,远远超出目前大多数汽车服务门店的服务能力。

  更重要的是,与传统燃油车售后服务不同,新能源汽车需要对“三电”等多方技术有新的能力需求。现有的汽车维修技师队伍多为机修专业出身,在学习汽车电气化原理和提升维修能力上存在难度,因此亟须建立新能源技师培训维修体系。

  另一方面,目前新能源汽车市场仍然有大量新玩家涌入,同时传统车企也在积极推动电动化转型,而维修的配件体系和门店以各个主机厂的授权及自营门店为主,新能源汽车后市场的格局仍未定型。

  “目前新能源车尚未进入维保高发期,因此这个供需矛盾尚不突出。而独立第三方汽车服务平台的早期参与,将有助于行业现状的改变。”胡晓东坦言,对于汽车服务行业来说,新能源汽车保有量的大幅提升“有危也有机”,关键在于相关企业要如何积极应对。

  近日,由北京阳光消费大数据研究院、对外经济贸易大学消费者保护法研究中心等单位联合发布的《国内汽车消费维权舆情研究报告(2021)》显示,汽车售后服务一直是消费者投诉的热点问题,各种变相收费、推卸责任、服务态度差、售后服务不及时等问题,给消费者造成了很大困扰。

  有分析认为,新能源汽车市场各方需要共同搭建后市场创新平台,形成产业链上下游联动效应,打造新能源与智能汽车后市场与后服务新生态。近日,在第八届中国电动汽车百人会上,新能源与智能汽车后市场联合创新平台正式成立。

  据了解,该平台的定位是“为解决新能源与智能汽车后市场与后服务重大问题而成立的公益性行业平台”,由中国电动汽车百人会、中国汽车工程研究院股份有限公司发起,第一批参与单位包括新能源汽车国家大数据联盟、国家新能源汽车技术创新中心、中消会汽车后市场专委会、比亚迪汽车、捷豹路虎、威马汽车、宁德时代、中创新航、国轩高科、途虎养车、平安租赁、华友循环、东风畅行、奥动新能源。

  中国电动汽车百人会副理事长兼秘书长张永伟表示,随着我国新能源汽车进入规模化发展新阶段,新能源与智能汽车的下一步发展将会更多地依赖于后市场产业的快速成长。

  张永伟强调说,后市场需要解决一系列基础性技术问题,比如电池检测、车价评估;也需要解决大量政策、标准、法规等问题,比如保险如何定价、车辆数据如何共享等,“希望能有更多企业与平台一起,共同为行业发展做出应有的贡献。”

  在专家看来,如果要用一句话来概括汽车后市场企业的新能源战略的话,那就是“不断寻求跟新能源行业玩家长期共同发展的机会,积极主动地建设基础能力,以及创造新的、更合理的业务模式”。据介绍,东风畅行将搭建全国性的维修体系,对新能源车辆进行保修,成都也有一家公司多点布局进行新能源汽车维修;俊风汽车也布局海内外进行新能源车辆售后服务,东风一个新能源售后专业技师团队,服务范围覆盖全国超过250个城市。此外,途虎养车体系已有近30家门店完成了新能源改造,具备新能源汽车三电维修能力和授权。

  “十四五”规划提出,要推动汽车等消费品由购买管理向使用管理转变,这意味着,所有新能源汽车产业链的参与者,都必须着眼于车辆全生命周期,通过上下游联动,开发新技术,创造新模式,解决包括新能源汽车后市场在内的各领域重大问题。

    有销售就必须有服务体系、有维修阵地、有备件销售,这样用户才能买的放心,用的舒心,驾驶安心,厂家才能完全高兴。

During the Tomb-sweeping Day, most of the friends drove new energy vehicles for an outing, and gathered to discuss the versatility of new energy vehicles in serving parts. Someone asked the author: Junfeng new energy experts, new energy vehicles are selling so much, why cant the after-sales service be even better?

    With this question in mind, the author thinks.

    According to the law of the automobile industry for more than 130 years, when the automobile market enters the stage of large-scale development, the aftermarket industry, which is mainly based on repair and maintenance, will surely usher in rapid growth. Obviously, new energy vehicles are no exception.

Statistics show that the proportion of annual sales of new energy vehicles in my country has been rising from about 1.2% in 2016. By 2021, the production and sales of new energy vehicles in my country will be 3.545 million units and 3.521 million units respectively, ranking first in the world for seven consecutive years. , the market share reached 13.4%. With the gradual increase in the proportion of new energy vehicle sales and market ownership, the automotive aftermarket is bound to change the old logic and add new growth points.

According to Junfeng Motor experts, although the traditional internal combustion engine and powertrain-related car services will be affected by new energy vehicles, as the core of new energy vehicles, power batteries will bring new opportunities for car services. At the same time, tires, braking systems, suspensions and other spare parts may have higher replacement and maintenance requirements due to the dynamic characteristics of new energy vehicles.

    At present, many traditional maintenance points have been transformed in Wuhan to specialize in new energy vehicle maintenance and services. Wuhan University of Technology has also set up a special training program to train new energy vehicle talents, and jointly issue certificates with the government. Only qualified people can repair new energy vehicles, after all, they are high-tech products.

Due to the heavier body of the new energy vehicle, the tire wear will be higher, for example, the braking performance of the new energy vehicle when starting and stopping will be stronger, and the wear of shock absorption and suspension will also increase, which will bring more car service opportunities. .

It is predicted that the maintenance expenditure of pure electric vehicles will be about 30% lower than that of fuel vehicles. However, considering that the new energy and intelligent vehicle industry changes have promoted new business models, the automotive aftermarket and service fields will also usher in unprecedented opportunities. and challenges.

On the one hand, the product characteristics of new energy vehicles have put forward new requirements for the maintenance service model. At the same time, there are insufficient new energy after-sales service outlets, and there is a serious shortage of professional and technical personnel for new energy after-sales testing and maintenance.

The reporter learned that there may be a large gap in the supply of services in the aftermarket of new energy vehicles. At present, the total number of self-operated and authorized stores of new energy manufacturers is about 3,300. According to the number of new energy vehicles in China, even if the non-reusable stores between brands and future sales growth are not considered, each store still needs to serve nearly 2,400 people. Taiwans new energy vehicles are far beyond the service capabilities of most current car service stores.

More importantly, different from the after-sales service of traditional fuel vehicles, new energy vehicles need to have new capacity requirements for multi-party technologies such as three powers. The existing team of auto maintenance technicians are mostly mechanic majors, and it is difficult to learn the principles of automobile electrification and improve maintenance capabilities. Therefore, it is urgent to establish a new energy technician training and maintenance system.

On the other hand, there is still a large influx of new players in the new energy vehicle market. At the same time, traditional car companies are also actively promoting electrification transformation. The repair parts system and stores are mainly authorized and self-operated by various OEMs. The pattern of the energy vehicle aftermarket has not yet been finalized.

At present, new energy vehicles have not entered the period of high maintenance and maintenance, so the contradiction between supply and demand is not yet prominent. The early participation of independent third-party automobile service platforms will help to change the status quo of the industry. Hu Xiaodong said frankly, for the automobile service industry , the substantial increase in the number of new energy vehicles is dangerous and organic, and the key lies in how relevant companies should actively respond.

Recently, the Research Report on Public Opinion of Domestic Automobile Consumer Rights Protection (2021) jointly released by Beijing Sunshine Consumer Big Data Research Institute, the Consumer Protection Law Research Center of the University of International Business and Economics and other units shows that automobile after-sales service has always been a hotspot of consumer complaints. Problems, such as various disguised charges, shirk responsibility, poor service attitude, and untimely after-sales service, have caused great distress to consumers.

Some analysts believe that all parties in the new energy vehicle market need to jointly build an innovation platform for the aftermarket, form a linkage effect between the upstream and downstream of the industrial chain, and create a new ecosystem for the aftermarket and after-service of new energy and smart vehicles. Recently, at the 8th China Electric Vehicle 100 Conference, the joint innovation platform for new energy and smart vehicle aftermarket was officially established.

It is understood that the positioning of the platform is a public welfare industry platform established to solve major problems in the aftermarket and after-service of new energy and smart vehicles. A group of participating units include the National Big Data Alliance for New Energy Vehicles, the National New Energy Vehicle Technology Innovation Center, the China Consumers Association Automotive Aftermarket Committee, BYD Auto, Jaguar Land Rover, WM Motor, CATL, China Innovation Aviation, Guoxuan Hi-Tech, Tuhu Car Maintenance, Ping An Leasing, Huayou Cycle, Dongfeng Changxing, Aodong New Energy.

Zhang Yongwei, vice chairman and secretary general of the China Electric Vehicles Association, said that as my countrys new energy vehicles enter a new stage of large-scale development, the next step in the development of new energy and smart vehicles will depend more on the rapid growth of the aftermarket industry.

Zhang Yongwei emphasized that the post-market needs to solve a series of basic technical problems, such as battery testing and vehicle price evaluation; it also needs to solve a large number of policies, standards, regulations and other issues, such as how to price insurance, how to share vehicle data, etc. More companies and platforms will work together to make due contributions to the development of the industry.”

In the opinion of experts, if there is a sentence to sum up the new energy strategy of automotive aftermarket companies, it is to continuously seek opportunities for long-term common development with players in the new energy industry, actively build basic capabilities, and create new, A more reasonable business model”. According to reports, Dongfeng Changxing will build a nationwide maintenance system to provide warranty for new energy vehicles. There is also a company in Chengdu that conducts new energy vehicle maintenance at multiple locations; Junfeng Motor also deploys domestic and overseas after-sales services for new energy vehicles. The team of professional energy after-sales technicians covers more than 250 cities across the country. In addition, nearly 30 stores of Tuhus vehicle maintenance system have completed the new energy transformation, and have the ability and authorization for the three-electrical maintenance of new energy vehicles.

The 14th Five-Year Plan proposes to promote the transformation of consumer goods such as automobiles from purchase management to use management, which means that all participants in the new energy vehicle industry chain must focus on the entire life cycle of vehicles, and develop through upstream and downstream linkages. New technologies, create new models, and solve major problems in various fields including the aftermarket of new energy vehicles.

    If there is sales, there must be a service system, maintenance positions, and spare parts sales, so that users can buy with confidence, use them comfortably, and drive with confidence, and manufacturers can be completely happy.