From the whole machine sales to after-sales service equipment industry to enter the post-market era

Drips and new moves! However, this time it did not die with the US regiment, but instead reached out to the area of ​​automotive aftermarket that will reach a trillion yuan in volume. Didi recently announced the establishment of an automotive service platform, and opened an offline store, mainly responsible for vehicle maintenance, rapid maintenance, beauty, etc., is committed to building an ecosystem of car owners services. Compared to the automotive industry that has become the Red Sea, and the increasingly fierce competition in used cars, taxis and other industries, there is indeed room for growth in the post-market.

Instrument Aftermarket

In fact, although the auto aftermarket is still profitable, the chances of giving it away are not great. As the market just needed, traditional maintenance projects have become serious in the Red Sea. To join the competition, new technologies, new products, and new models must come out. In contrast, the profitability of the post-market instrument seems to be even greater. From the importance of instrument procurement to the focus on after-sales services, domestic market demand for instrument aftermarket began to increase year by year. It can be said that the instrument industry has officially entered the post-market era.

From the instrument to the after-sales service

Domestic instrument market to be developed

In recent years, Agilent, Thermo Fisher, Shimadzu and other scientific instrument companies have turned to the after-sales service market to tap new profit points. Agilent CrossLab Group's after-sales service revenue growth has already far exceeded the total instrument sales business, and Thermo Fisher and Shimadzu have begun to provide laboratory value-added services. It can be imagined that the after-sales service market has become another major competition focus after the instrument.

When the foreign market has separated the instrument and the after-sales service separately, the two countries are still confused. Some industry sources pointed out that many domestic users do not have the concept of paid services. They think that after-sales service is only a gift given by the purchase of the whole machine. Enterprises should provide free after-sales services. In particular, domestic equipment should not only be cheap but should also be free of charge. In fact, at present, many domestic instrument manufacturers do promise some after-sales services when they sell the instrument. However, in the end, they are either inefficient or unable to satisfy the users. They are either responsible for pushing or failing to perform.

The after-sales service of imported instruments also caused many domestic users to feel troubled. As some foreign companies currently sell their services separately, some domestic users are still unacceptable. When an imported instrument fails or parts need to be replaced, it is often necessary to send the instrument overseas for repair. It requires not only import and export customs clearance, international transportation, and other procedures, but also takes a lot of time and requires expensive repairs. Compared with domestic equipment, although the maintenance effect is guaranteed, the cost is still too high.

Domestic emergence of after-sales service companies

Users need to establish a paid service concept

When you are still complaining that domestic equipment maintenance is not reliable and imported equipment is too expensive to sell, some users have begun to commission third-party after-sales service agencies to purchase paid services. In recent years, a number of instrument maintenance and repair companies have emerged in the country, providing one-stop service to users for a wide range of after-sales services in response to the increasing maintenance and repair needs of users. Compared with enterprise manufacturers, these professional after-sales service companies respond quickly and charge a low standard without having to go through too many processes. From a professional point of view, after-sales engineers of such companies often have the technical ability to repair a variety of instrument products. At the same time, users do not need to worry about no accessories from the original factory. At present, some service companies have cooperated with some instrument manufacturers to help sell original accessories and provide after-sales services. For the user, it is possible to spend a lower price or time, and it is easier and more comfortable to complete the maintenance of the instrument. For instrument manufacturers, they can focus more on product R&D and sales, and do not need to provide after-sales services to users. There are also more channels for sales of instrument accessories and consumables.

Of course, as a new thing in the instrument industry, the after-sales service business is still in its infancy. The phenomenon that some after-sales service companies have high charges and are not standardized still exists. The market order and competition system after the instrument have not been perfected. In some regions, it is dominated by one or two after-sales service companies. Many users also have some concerns and there is a lack of trust in the after-sales services provided by domestic companies. Solving these problems not only requires the after-sales service company to improve its service level and credit, but also require the domestic users to pay more attention to the after-sale maintenance of the equipment and gradually accept the paid after-sales service.

Today, China's instrument aftermarket as an invisible market with huge volume has begun to attract the attention of foreign companies. Agilent's service product, CrossLab, has entered the Chinese market in the past few years. It also established a laboratory intelligent management platform based on the special needs of Chinese users to help users diagnose and troubleshoot. Not only is the instrument maintenance and maintenance, many foreign companies have begun to provide services in personnel training, instrument management and other aspects. The pressure of domestic after-sales service companies is not small, but in the future China's instrument market "who will win" depends on who can better understand the needs of users.

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