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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.
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.
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.
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.
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1996
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