Changan Automobile Technology Ecosystem Conference User Forum was held, with four major measures to ensure the construction of a new service platform

On August 24, the 2021 Changan Automobile Technology Ecology Conference officially opened in Chongqing. Zhu Huarong, Chairman of Changan Automobile, attended the conference and delivered an important speech on the theme of "New Automobile New Ecology", sharing Changan Automobile's thinking, development blueprint and strategic actions for the future. As part of the Technology Ecology Conference, the 2021 Changan Automobile Technology Ecology Conference User Forum was officially held on the 25th. At the forum, Yu Chenglong, Vice President of Changan Automobile, faced many guests and 50 Changan Automobile users and delivered a keynote speech entitled "Join hands to create 'new services' and innovate to create 'new experiences'". This is not only the implementation of the company's "new automobile new ecology" development strategy at the user level, but also conveys Changan Automobile's firm determination to work with partners to jointly build a "new service" platform to provide customers with better services and more diversified scene experiences.

Implementing "new services" only for better service experience

The convening of the 2021 Changan Automobile Technology Ecology Conference clarified the important supporting role of user-centered "new services" in achieving the strategic goal of "new cars, new ecology". However, it also poses a severe challenge to how to better solve the pain points of users in the process of buying, using and maintaining cars, and to create a new benchmark for automobile services in the new retail era. To this end, Changan Automobile specially planned a user sub-forum during the Technology Ecology Conference. We hope to brainstorm through discussions with industry experts and users, and contribute ideas and suggestions for the implementation of "new services".

Before the forum salon began, Yu Chenglong, vice president of Changan Automobile, first briefly reviewed Changan Automobile's customer service work, introduced the content of "Project No. 1", the implementation of "Five Commitments 2.0", the establishment of the "10,000 Experience Officers" platform, and the results of the action of systematically driving the continuous improvement of user experience around the user's "buy, sell, use, repair and service" life cycle needs. He also saw the importance of the "CA-CPT" user service organization and management system in terms of structuring, leaning and listing to ensure the continuous improvement of user satisfaction. This gave people new insights into how Changan Automobile can quickly eliminate customer pain points and quickly improve customer satisfaction.

Statistics show that user complaints have dropped by more than half compared to the past, and user direct evaluation satisfaction (SSI/CSI) has increased significantly to more than 98%; some experience officer user friends have also actively reported to us that Changan Automobile's service experience is getting better and better. From the industry evaluation results, in the user satisfaction ranking released by the China Consumers Association, Changan Automobile ranked first, surpassing all joint ventures and independent brands; in the user satisfaction ranking released by the industry authority JDPOWER, Changan Automobile's ranking continues to improve. Let more customers experience a more "professional and convenient, proactive and worry-free, personalized and surprising" service experience.

Building "new services" requires solid progress in three aspects

Through previous work practices, communication with experience officer customers, and a lot of ideological collisions with the team, Changan Automobile believes that "users are the definers of new services". We will deeply explore user needs, focus on the origin of "cars", and create a new service ecosystem of "people-car life". Everything is user-centered, and we will build a full life cycle service of "buying, selling, using, repairing and serving". To this end, Changan Automobile will work with global partners to closely focus on the full-scenario needs of users, use new technologies to empower, and create a new service platform that is "warm, differentiated, and beyond expectations", so that users can enjoy a more pleasant new experience on this platform.

Specifically, Changan Automobile will first become the "provider" of the new service platform. Relying on a large user base, Changan Automobile connects all user touchpoints in all scenarios, and with the help of a systematic cloud network platform and software and hardware infrastructure, provides a platform for co-creation between the factory, the user, and the third party. On this platform, new business models, service models, and even product forms can be defined and realized. Changan Automobile provides the necessary standards, processes, and system support to facilitate the operation of the platform and empower all user services.

Second, users should become the "leaders" and "beneficiaries" of the new service platform. The protagonists of the new service platform are users, and user needs are the baton of the new service platform. Changan is committed to allowing users to truly participate in the co-creation of the "people, cars, and life" full scene. Users can use the platform built by Changan to transform their ideas and creativity into products or services, and the added value generated by the products or services belongs to the customers. Changan is happy to see, and will guide and support users to create value, obtain value, and achieve self-realization on this platform. Third, Changan Automobile will work with global partners to become the "value enabler" of the new service platform. Changan Automobile will work with global partners to empower the new service ecological platform with a more open attitude, inject smarter technology applications and more diverse ecological capabilities into this new service platform, and jointly build new services and new experiences for users in the future.

In order to ensure the smooth construction of the new service platform, Changan Automobile will help build a new service platform and bring new experiences to users through four major initiatives: "new service system", "new partnership", "new technology empowerment" and "new industry cooperation". Among them, to achieve the "new service system", Changan Automobile will start from the construction of "professional and convenient, proactive and worry-free, and personalized surprises". First, we must continue to increase the code and eliminate the pain points of user experience. Second, we must be practical and detailed, and the user experience is moving in a new direction. Third, we must promote the system to ensure the implementation of the measures. In the construction of the "new partnership", Changan will start from user services, user interactions, and user operations to continue to build a new partner experience of "high-frequency interaction, warm care, and value co-creation".

In addition, in terms of "new technology empowerment", Changan Automobile will combine and use a series of new technologies such as big data, blockchain, online payment, 5G network, and autonomous driving to bring more intelligent and convenient services to the vast number of users and friends, allowing technology to empower a better tomorrow. In the future, smart online car purchases, smart reminders and recommendations, and smart driving analysis will soon be realized.

In addition to the above three measures, Changan Automobile will empower the new service platform through new industry cooperation. With a more open and cooperative attitude, we will work with global high-quality partners, including strategic partners, supply chain partners, dealer partners, service provider partners, etc., to jointly focus on user needs, empower the new service platform with new technologies and new ecology, and jointly provide users with new services and new experiences for a better travel.

Changan Automobile has been working hard to provide customers with better services, more diversified scene experiences, and continuously meet customer needs and create value. The convening of the User Forum of the Technology Ecology Conference undoubtedly demonstrated Changan Automobile's firm determination to achieve "new services". I believe that with the construction of the "new service system, new partnership, and new technology empowerment" system, in the future, Changan Automobile will work with its partners to jointly build a "new service" platform, so that all wisdom and energy can continuously empower the platform and finally realize the beautiful blueprint of "new services"!

As a winner of Toutiao's Qingyun Plan and Baijiahao's Bai+ Plan, the 2019 Baidu Digital Author of the Year, the Baijiahao's Most Popular Author in the Technology Field, the 2019 Sogou Technology and Culture Author, and the 2021 Baijiahao Quarterly Influential Creator, he has won many awards, including the 2013 Sohu Best Industry Media Person, the 2015 China New Media Entrepreneurship Competition Beijing Third Place, the 2015 Guangmang Experience Award, the 2015 China New Media Entrepreneurship Competition Finals Third Place, and the 2018 Baidu Dynamic Annual Powerful Celebrity.