SHACMAN in Africa: Building a Solid After-Sales Support System for Worry-Free Operations

On the vast and promising continent of Africa, transportation plays a crucial role in economic development. SHACMAN heavy-duty trucks have won wide recognition in the African market with their outstanding product performance. Behind this success, a high-quality after-sales service system is indispensable, serving as a solid guarantee for customers’ peace of mind during operations.​

SHACMAN has established a vast and comprehensive after-sales service network in Africa. Currently, it has set up numerous overseas offices, developed over a hundred first-level distributors, and established a large number of overseas service stations. These service stations, like sturdy strongholds, are scattered across various parts of Africa. Whether in the desert regions of North Africa, the highlands of Southern Africa, the coastal cities of East Africa, or the inland countries of West Africa, customers can quickly find SHACMAN service outlets no matter where they are.​

The professional and efficient service team is a highlight of SHACMAN‘s after-sales service. Each service station in Africa is staffed with technicians who have undergone rigorous training. They not only master the maintenance skills of various SHACMAN heavy-duty trucks but also can diagnose vehicle faults quickly and accurately. At the same time, SHACMAN has dispatched several specialized engineers to stay in Africa permanently, providing strong technical support to local technical teams. Take a service case in South Africa as an example. A SHACMAN heavy-duty truck of a local transportation company suddenly suffered a serious breakdown, halting transportation tasks. After receiving the help request, the technicians responded promptly. Under the remote guidance of specialized engineers, they rushed to the scene immediately. After careful inspection, it was determined that a key component inside the engine was damaged. Relying on their excellent skills and rich experience, the technical team completed component replacement and vehicle debugging in a short time, putting the vehicle back into operation and minimizing the customer’s losses.​

A sufficient supply of genuine parts is the key for SHACMAN to ensure quick vehicle repairs. SHACMAN has established multiple parts centers in Africa and cooperated with numerous parts franchise stores, forming an extensive parts supply channel. Through an advanced logistics and distribution system, it can ensure that the genuine parts required by customers are delivered in a timely manner. In Kenya, the braking system of a SHACMAN heavy-duty truck of a logistics enterprise malfunctioned, and the brake pads needed to be replaced urgently. After receiving the order, the local parts franchise store quickly allocated goods from the parts center. With efficient logistics and distribution, the brake pads were delivered to the customer within 24 hours, enabling the vehicle to be repaired quickly and ensuring the normal operation of logistics transportation.​

SHACMAN always adheres to the customer-centric service concept. In addition to regular maintenance and repair services, it also provides a series of value-added services for African customers. For large-scale mining enterprises and logistics groups, SHACMAN formulates personalized service plans according to their vehicle usage and operational needs. For example, for a large mining company in the Democratic Republic of the Congo, the SHACMAN service team developed a regular inspection plan, arranging professional technicians to conduct comprehensive inspections and maintenance on the SHACMAN heavy-duty trucks in the mining area regularly, identifying potential problems in advance and resolving them in a timely manner. At the same time, it also provided professional training for the company’s drivers, including safe driving skills and key points of daily vehicle maintenance, effectively reducing the vehicle failure rate and accident rate and improving the customer’s operational efficiency.​

In addition, SHACMAN has opened a 24-hour customer service hotline in Africa. Customers can contact professional customer service personnel at any time when encountering problems. The customer service team will record the problems promptly and coordinate with local service stations to arrange maintenance personnel for handling, ensuring that customers’ problems are solved in a timely manner.​

In the digital age, SHACMAN actively explores innovative after-sales service models. By introducing advanced vehicle remote monitoring systems, the service team can obtain real-time vehicle operation data, including engine working status, fuel consumption, mileage, and other information. Based on this data, potential vehicle failures can be predicted in advance, and customers can be notified in a timely manner for maintenance or repair, realizing a shift from passive maintenance to proactive service. For instance, in Tanzania, through the remote monitoring system, the SHACMAN service team detected abnormal fluctuations in a certain parameter of a SHACMAN heavy-duty truck’s engine and immediately contacted the customer to arrange for the vehicle to return to the service station for inspection. After inspection, it was found that a sensor in the engine was malfunctioning. Thanks to the timely detection, the repair was completed before the fault caused serious consequences, avoiding situations such as the vehicle breaking down during driving and ensuring the customer’s operational safety.​

With its perfect service network, professional service team, sufficient parts supply, considerate service concept, and innovative service model, SHACMAN‘s after-sales service in Africa has been highly praised by customers. In the future, SHACMAN will continue to increase investment in the construction of its after-sales service system in Africa, continuously improve service quality, provide more high-quality, efficient, and reliable services for African customers, and contribute to the economic development of the African region.​