In April 2021, the service team went on a business trip to Indonesia and the Philippines. Upon arrival, they completed quarantine and started work immediately.

Step 1: To hold a meeting with the agent to discuss the establishment of the service system, including such issues as the service system composition, spare parts support, quality support, logistics support, work to be done by agents to meet current market demand, further services to be provided by agents as the market developed, cooperation between agents and Zoomlion, support to be provided by Zoomlion, implementation method and planning.

(Discussing service system with agents)

Step 2: To assist agents to take inventory of accessories, get familiar with our basic knowledge of accessories, make accessory plan, and distinguish and find the correct accessory code. Due to the various types of accessories provided by Zoomlion, the new agents were not skilled in handling the parts. As a result, we needed to guide the agents on how to take inventory, make a list of parts, and classify different parts, including maintenance parts, wearing parts, common parts and other parts.

Step 3: To train customers after they received the machinery. Since it was the first time for customers and agents to use Zoomlion machinery, they were not very familiar with our products. The first step is to train them how to assemble the machinery. We worked with agents' engineers to train customers, including theoretical training, operation and use training, maintenance training, on-site follow-up service training, etc. The trainings were comprehensive and followed the principle of gradual advance, repetition and reinforcement.

(Photos taken during training and at the end of training)

Step 4: (After the machine had been handed over to the customer and we had completed a number of tasks such as training, the machine started working) To work with the agents' engineers to provide machine follow-up services, and quickly solve the problems in the harvesting season, so as to ensure the machinery efficiency and reduce customer¡¯s loss. Peasants and farmers work hard for grains, and the reliability of agricultural machinery is directly related to the harvest of grains. The reliable machinery and the timely problem solving are always our objectives.

(Follow-up service and field support)

Step 5: (The delivery of equipment to the end user does not mean the end of our services) To regularly cooperate with agents as planned, carry out machinery inspection, take the initiative to visit customers for free routine inspection, provide reasonable suggestions for customers on machinery operation, and timely find some potential risks and failures after delivery, so as to take preventive measures and assure customers.

(Routine machinery inspection in field)

The five-step service forms a closed loop, so that the cooperation with agents is successful, and customers are assured when purchasing and using the machinery.