Cadillac Receives Best Transparent Management Award for After Sales Service in China
2019-01-02
SHANGHAI – Cadillac recently received the 2018 China’s Mainstream Car Market Service Quality Evaluation Index – The Best Transparent Management award for its aftersales service. Cadillac was the leader among all brands in the award’s User Active Recognition Index, which included quality of service, cost transparency and repair time.
The winners of the 2018 China’s Mainstream Car Market Service Quality Evaluation Index awards were selected by the China General Administration of Quality Supervision, Inspection and Quarantine’s China Quality Inspection Newspaper. It was the first time that the user experience survey was adopted. It leveraged a range of technologies to solicit the objective and honest evaluation of aftersales service by customers of vehicle brands offered across China.
Cadillac has achieved healthy development in China, its largest market, with sales surpassing 200,000 vehicles for the first time in 2018. Its customer-oriented aftersales has played a pivotal role in the brand’s success. Cadillac Service has established nine major service rules under three core requirements: exclusive, intelligent and active. It provides a broad range of 27 value-added services and experiences to meet customers’ varied needs.
The Cadillac E-Service intelligent electronic service system was launched in the first quarter of 2013, and version 2.0 was introduced in 2017. The E-Service system is based on SAIC-GM’s cloud connectivity service platform, which enhances data analysis, optimizes aftersales service efficiency and provides customized service by more accurately addressing individual user requirements. It ensures that every aspect of service is transparent for Cadillac owners.
Leveraging the digital management system, Cadillac offers seamless real-time interaction between customers and aftersales service managers and technicians, guaranteeing that customers’ requests are accurately conveyed. Through digital signage, as well as remote real-time monitoring, short messaging and full-time recording of service details, customers are kept fully aware of the service status of their vehicles, for a unique and rewarding aftersales experience.
ABOUT CADILLAC
Cadillac has been a leading luxury auto brand since 1902. Today Cadillac is growing globally, driven by an expanding product portfolio featuring distinctive design and technology. More information on Cadillac appears at www.cadillac.com. Cadillac’s media website with information, images and video can be found at media.cadillac.com.
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