Go Beyond the Duty to Serve Customers

Indonesia, the largest economy in Southeast Asia, with its beautiful "Thousand Islands" scenery is fascinating. However, in this country with a population of over 270 million, the heavy-duty truck market has been dominated by Japanese brands, with a market share of over 80% at one point. Local customers lack awareness of Chinese brands, posing a significant challenge for SHACMAN's business expansion in Indonesia.

During multiple field visits to the mining area, the SHACMAN marketing team discovered a local customer named PTM, which has impressive strength in the mining industry with over 1000 employees. During frequent visits, the SHACMAN team happened to come across PTM fleet vehicles that were unable to guarantee attendance time due to vehicle malfunctions.

"Regardless of whether the customer's vehicle is SHACMAN or not, when we meet it, we have to solve the problem for the customer." This is the clear statement of the head of SHACMAN Indonesia marketing area on the spot. "Only if we sincerely help customers solve their problems, can they trust us and have subsequent cooperation." The team unanimously agreed with this point of view, and acted on the spot, taking the initiative to assist the customer in dispatching and repairing the parts of the stopped vehicles. The person in charge of PTM saw this "exceptional action beyond the duty", and for the first time, he suggested SHACMAN come up with a detailed product solution afterward.

Based on a series of subsequent site visits and an in-depth understanding of the customer's needs, the SHACMAN team created a tailor-made mine transportation solution for PTM. However, although PTM showed great interest in the solution, the order was delayed.

"The best way to dispel people's concerns is to let them see it with their own eyes." This idea from the head of SHACMAN's marketing team in Indonesia has become a new breakthrough in cooperation. The team immediately invited customers to visit the parts center warehouse and to see the operational projects in person. In order to dispel customers' concerns about pre-sales and after-sales service, and to ensure the stable operation of vehicles, SHACMAN has invested millions of dollars in advance for parts used for maintenance. Customers truly felt the strong capabilities of SHACMAN in terms of service and parts support.

In the end, PTM decided to purchase the first batch of 50 SHACMAN engineering dump trucks for mining transportation. After the vehicles were put into use, SHACMAN arranged for 2 after-sales service personnel to track the usage of the vehicles throughout and provide professional and timely maintenance guidance. At the same time, regular training sessions were held to enhance the professional skills of customer maintenance personnel and the driving skills of fleet drivers.

The person in charge of PTM stated that he is confident in the cooperation with SHACMAN. In the future, PTM will focus on engineering projects and is expected to purchase over 100 SHACMAN engineering vehicles again. As a loyal customer of SHACMAN in the Indonesian market, PTM also actively recommended this brand from China to local counterparts.

In 2023, SHACMAN's sales in Indonesia increased by nearly 50% year-on-year, with a market share percentage rising by 10.38%. This success is attributed to SHACMAN's "exceptional action beyond duty" - dedicated to meeting the pain points of customers throughout the entire vehicle usage process and providing the most thoughtful service to customers. In the future, SHACMAN will continue to provide comprehensive transportation solutions for Indonesian customers, making the local trucking industry even better!