Establish a multi-portal collaboration platform covering pre-sales, in-sales, and aftersales for dealers

Background

Hangcha Group is currently one of the largest forklift R&D manufacturing groups in China. Nowadays, it has 77 holding subsidiaries and 9 shareholding companies, with over 4,200 employees. Hangcha Group Co., Ltd, the parent company, is a joint-stock company established by the former Hangzhou Central Forklift Plant after undergoing two restructurings. The enterprise is mainly engaged in the research, development, production, and sales of industrial vehicles and key components, such as forklifts, storage trucks, tractors, hydraulic aerial cages, dynamic compactors, and autonomous vehicles.

Challenge

Hangcha's sales business system of Chinese and foreign sales was managed by two separate systems, resulting in a lack of data integration. The dependence on offline communications due to the lack of a system to manage the after-sales maintenance order system for forklifts resulted in high costs and poor customer experience. The lack of systematic management resulted in disorderly data transfers and inaccurate financial settlement between companies.

Approach

Establish a multi-portal collaboration platform based on the SAP Commerce Cloud, covering pre-sales, in-sales, and after-sales for dealers, and including a dealer portal, Hangcha portal, and repairer portal. Implement the unified management of Chinese and overseas orders for complete machines and accessories of Hangcha, and enable real-time order countersigning, order fulfilment, invoicing, and logistics tracking. Improve the after-sales service system by implementing the closed-loop management of the whole process of work order initiation, dispatching, maintenance, claims, and follow-up.

Key results

Over 20,000 dealers' customers are now using Hangcha's DMS platform and Over 1,500 upstream suppliers are managing their purchase orders from Hangcha and carrying out order fulfilment operations on the supplier portal.

Over 1 million material goods managed by the system, enabling customers to operate smoothly when matching orders.

The average number of orders from dealers to date has exceeded 50,000 per month.

Benefits

Unify the management of orders from Chinese and foreign dealers and direct procurement from subsidiaries, and consolidate them into purchase orders of suppliers so that they can undergo fulfilment. Set up independent portals for suppliers to manage their fulfilment order information and the delivery process of order confirmation and receipt, and order fulfilment. Establish a complete maintenance system, including after-sales work order initiation, work order initiation, maintenance staff order acceptance, gathering materials, on-site maintenance clock-in, customer signature and acceptance, closed-loop material return process, and information exchange between multiple devices.

Technology partners

SAP

Founded in 1972, SAP is one of the leading Enterprise Resource Planning (ERP) vendors in the enterprise market. Since its founding, SAP has developed its expertise in In-Memory databases (with the launch of SAP HANA), BI, mobility, the Cloud (with HANA Cloud Platform and HANA Enterprise Cloud) and IoT.

1996

gold partnership agreement

100+

expert consultants

300+

projects completed

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