In the truck sales industry, the real business is what comes after the sale of the truck itself. After sales support is where it all begins; where the needs of the customer in having an efficient and reliable truck with minimum downtime is all that matters. With Hino, customer support is based on identifying and satisfying the needs of their customers and wherever possible, goes beyond their expectations.
Hino with their QDR (QDR) philosophy aims to give customer satisfaction when they choose a Hino truck as their preferred road transport solution through support in sales, services and spare parts. This total support is achieved through high level of commitment to the QDR philosophy of Hino personnel and dealers located throughout Malaysia. Here in Malaysia, Hino’s after-sales have 4 divisions - Service Division, Parts Division, Hino Total Support Customer Center (HTSCC) and Total Support Division.
Aside from the QDR philosophy, Hino also believes in Total Support for their customer. Hino aims to provide the right customer after-sales support at all times. Their initiatives supports the customer’s business through ‘Best Fit Products’, engages in ‘Customer Oriented Activities’ and also provide ‘After-sales Services’. After sales service is one of 3 important pillars of Hino’s Total Support. Maximise up time and minimise vehicle life time cost are their two after-sales missions
The Hino Sales & Aftersales Network in Malaysia
Hino centre in Melaka
Speaking of the Hino Sales and Aftersales network, Hino Malaysia operates a total of 112 sales and aftersales centres throughout Malaysia. The breakdown of the centres are 39 3S (Sales, Service & Spares) Centres, 22 Sales Centres, 25 Service Centres and 26 stockists. All Hino's centres are built to high standards and are equipped with the latest is diagnostic tools as well as having trained personnel operating them.
Hino also operates three spare parts warehouses located in Petaling Jaya, Kuching and Kota Kinabalu. These spare parts hubs ensure shorter lead times in terms of spare parts delivery and availability. At any one time, 15,000 line items are kept in stock in their warehouses. These three large facilities are also supported by a mini warehouse in Klang and parts stockists as mentioned above which are located throughout Malaysia. These essentially allows Hino to achieve good turnaround times and help keep customer downtime to the minimum.
Experienced Personnel
When it comes to training its personnel, Hino puts an emphasis on conducting the training to ensure the personnel havea thorough knowledge on all Hino products. In fact, training is so important in Hino’s culture that the company conducts 14 to 16 training sessions for its dealers’ mechanics and 10 sessions or more for parts staff every year along with new product knowledge training when new items are being launched.
Besides continuous training to improve the level of personnel, Hino also organises the annual Hino Total Support competition. This is where dealers nationwide send their best staff to compete to determine the personnel with the best product knowledge, customer service and troubleshooting skills. The best Hino staffs are rewarded and receive recognition among their peers, driving them to giving their best at all times.
Warranty Packages for Customer Peace of Mind
Hino also ensures customer’s peace of mind by offering better warranty packages for their truck chassis.Current warranty packages include unlimited mileage and up to 24 months warranty for Hino 500 series trucks, 36 months or 100,000 km for Hino 300 series trucks and free servicing or parts during service intervals. There is also a 24 hour breakdown service offered for all Hino vehicles within Peninsular Malaysia.
Apart from above mentioned, Hino also offer seasonal service campaigns and promotions where prices of original spare parts are offered at a special discounts from time to time. This is to inculcate their customers on the use of original parts as well as other benefits of servicing their vehicles at the authorised service centres.
In line with Hino’s Total Support (TS) policy, the company is always searching to increase the durability of their products and reduce the lifetime cost for the customers. As an example, Hino Malaysia has actually developed 300 line items of locally procured maintenance and service parts thus making these parts more competitive in terms of pricing. These locally manufactured parts are sold under the brand name ‘TOP’ and are only exclusive for HMSM’s vehicles.
Occasionally Hino holds contests which the fleet owner operators and the drivers can have a chance at winning some prizes. This is meant to reward Hino customers for using original parts and coming to authorised service centres.
The warranty and service packages ensure that owners and drivers can have total peace of mind when using Hino trucks. This allows the operators to concentrate on moving their goods towards their destination as Hino will take care of all other matters through Hino's total customer support emphasis which puts customer first, ensuring less downtime and also enabling customers to save more by offering good quality yet affordable parts.
The Hino Total Support Customer Centre (HTSCC)
Hino Total Support Customer Centre (HTSCC), located in Sendayan, Negeri Sembilan is also part of Hino’s Total Support effort. Hino’s aim is to support their customer’s businesses through integrated coaching by means of lectures and practical driving exercises. This will enable customers to learn about their vehicles and how to operate them, thereby maximizing vehicle up-time and minimizing vehicle life-time-cost.
Spread out over 24,327 square-meters, the one stop training centre is the first Hino Total Support Customer Centre (HTSCC) built outside of Japan. Located in Sendayan Tech Valley, HTSCC provide trainings and techniques, namely its “Safety & Eco-cien Driver Training” and “Driver Familiarization Training”. Sticking to the Japanese Kaizen philosophy of continuous improvement, Hino has promised to continuously support great businesses through the provision of excellent products and services. With the HTSCC, Hino is now able to provide professional driver’s qualification to customers through commercial vehicles’ safety driving training.
Another service offered by Hino through customer driver training is their Fuel Consumption Clinic Service (FCCS). Fuel efficiency has long been a first priority because of its major impact on total operating cost especially to transporters. It is one of the most competitive factors in commercial vehicle’s industry aside from tyres and other wear and tear items. One single largest factor to cost per kilometre for transporters is the fuel consumption. Aside from having fuel efficient trucks, Hino also focuses on driver training with the FCCS training.
The Fuel Consumption Clinic Service (FCCS) aspires to ease customer’sburden by providing them knowledge about how fuel consumption affects their business performance. FCCS educates and supports in terms of knowledge on fuel consumption for the benefit of customer’s vehicle. The training is given to the owners and most importantly, the truck drivers, to help them increase level of operationefficiency in managing the operation of their fleets.With proper driving techniques explained and instructed by trained professionals, customers can get full knowledge about best practises on maximising fuel consumption in their vehicles.
ArmTech Truck Management System – Vehicle Monitoring Offered to Customers
Another new system offered by Hino here in Malaysia is the Hino ArmTech truck management system for all new Hino trucks sold. This allows for better truck monitoring (almost real time monitoring), idle time, speed status,(speed journey idle report) and alert notification via call centre to registered number in case of battery power cut alert and alarm alert for anti-theft measures.
This connected system allows operators and customers to monitor their vehicle’s movement and also vehicle status so that they can keep track of everything from the security of their vehicle to monitoring fuel consumption as well as wear and tear of the vehicle. Operators can also gauge fuel consumption, tyre wear and other aspects through the speed monitoring function of the system. This allows them to plan their routes better and also ensure their drivers drive optimally. It also enables some added security for customers as the system can also track a vehicle in the event a vehicle has been hijacked or stolen.
In the age of internet and connectivity, Hino has introduced this system to take advantage of technology to the fullest in order to ensure customers benefit from having the best practises when it comes to operating their trucks and vehicles.
Hino BEST-FIT Service Contracts
Hino’s best efforts to ensuring customer satisfaction go on and on. Different businesses operate differently, and have different needs and targets. Hino also offers the BEST-FIT Service Contract which allows their customers optimise their operating expenses by offering "best-fit' maintenance packages tailored to specific business needs and requirements.
Vehicle usage, annual mileage, payload and other variables are taken into account when Hino offers the BEST-FIT contracts.Unlike conventional method where maintenance cost grows with the age of the vehicle, this service contract offers constant price throughout the tenure. To put it simply, the customer enjoys more savings per km in general.
Hino Financial Solutions – In-house Financing Solutions for Customers
The Hino Financial Solution is also available to customers who want everything to be done in-house by Hino. From the initial purchase, service contracts, warranty and also financing is specifically tailored to support the customer by providing zero down payment and low monthly instalment in purchasing HINO products depending on the needs of the customer.
Listening to Customers From All Aspects
Aside from the continuous improvement being done towards their sales and after sales process, Hino also puts emphasis that their sales and after sales personnel, including their dealers, who are also trained and introduced to take the time and listen attentively to their customers. It is the customer’s requirements and needs that actually make Hino strive for continuous improvement. With this, Hino strives for excellence in all aspects.
Hino is Japanese company that has been around for a long time. It understands the importance of customer relationship and believes in the concept of ‘Omotenashi’, which is the Japanese way of hospitality. The spirit of Omotenashi is the reason behind the excellent customer service that one receives when one is visiting Japan.
It is this concept that Hino believes is what makes them strong. They also feel that if the company could instill this concept of hospitality to all of their personnel and their dealers, it would enhance the way they serve their customers. The politeness, respect and consideration are also part of the customer-oriented service. Customer relationship is as important as spare parts, training and what has been discussed in this article.
All of the above provides peace of mind for their customer and their trucks. By ensuring that their customer’s business is always on the go through having the best customer experience and to ensure minimal downtime, Hino believes that all of their efforts to continuously improve their customer’s experience will also promote brand loyalty and more. With after sales that go beyond what is expected, comes good word of mouth which will bring more customers into the Hino family.
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