The new green maintenance and the sharing economy concept and diversification of the new energy industry after the epidemic are all new industry forms. If you want to stand undefeated or obtain better development opportunities in them, you must not operate with traditional fuel vehicle service concepts and methods.

　　I am Zhang Jiupeng from Master De. Master De has been the first or first batch of service providers for many new energy vehicle brands in China, and has a certain understanding of after-sales service for new energy vehicles. Therefore, I will now talk about my understanding of the development trend of after-sales service for new energy vehicles.

　　Firstly, from the perspective of upgrading technical services, many people will find that the after-sales maintenance of new energy vehicles, whether it is technology, personnel, equipment and facilities, systems, or the construction of service ecology, is completely different from traditional fuel vehicles. In the past, we focused on traditional fuel powered vehicle services, emphasizing service concepts, prices, and feelings. Today, we are talking about service ecology. A few leaders and academicians in the Hundred People Conference said that many functions of new energy vehicles cannot be achieved on traditional fuel vehicles because the vehicle's operating system includes different product attributes. Therefore, the after-sales maintenance service of new energy vehicles is different from traditional fuel vehicles, and it focuses on the service ecology.

　　Secondly, with the intelligentization of automobiles, many traditional brand fuel vehicles have achieved intelligent remote terminal operation, and the implementation of this function allows us to build a backend ecosystem.

　　Thirdly, deep mining and utilization of user data. In the past, in terms of data, it was more about providing single services to users or establishing customer groups for users. Today we are going to explore the deep usage data of users. For example, today there was a car owner who provided vehicle repair services at DeShifu. Does this user only choose your store for service? Is there a value orientation for exploring other products he needs? For example, his daily necessities or some extended value products. Last year, 30% of De Shifu's revenue was contributed by non automotive businesses, such as users purchasing the phones we collaborated with.

　　Fourthly, if everyone hopes to dig gold or find opportunities in the new energy track, they must rely on the attributes of green and low-carbon. In the past, many colleagues in the field of fuel powered vehicle services relied on playing tricks or using some alternative methods to deal with environmental issues such as oil treatment and workshop workshops. However, it is not easy to make money in this way in the future.

　　Fifth, service network. Today, China's new energy vehicles have become a global bridgehead, and even with some unfavorable policy guidance from European and American countries, the globalization of new energy vehicle services is inevitable. Currently, China holds the initiative in the world, including user experience and user education. In the past, we only provided car repairs or basic services for users. Now, we need to bring more education to users, which refers to how to establish brand reputation in their minds and explore new service models.

　　Finally, policy guidance. In China, it is quite difficult to make money in the industry without policy guidance. With the popularization of new energy vehicles, the entire Chinese and even global automotive service industry will inevitably develop towards the trend of intelligence, fewer people, and brand terminal chain.

　　We believe that after the popularization of new energy vehicles, the construction of service ecosystems can be summarized in two words: cooperation and integration. Collaboration is to make new attempts and other innovations on the traditional existing service system, and see how to achieve some new breakthroughs in win-win cooperation in the after-sales service system in the future. Integration refers to the integration of different service providers to share resources, collaborate with each other, achieve better service coverage and user experience, and thereby improve the operational efficiency and service quality of the entire ecosystem.

　　There are four development trends in digital management and user marketing:

　　Firstly, the ability to provide online service level, that is, the ability of the system backend.

　　Secondly, data processing and remanufacturing, as well as the ability to use data.

　　Thirdly, personalized services must be provided to users. For example, personalized services for new energy ride hailing users and customized services for new energy manufacturers.

　　Fourth, proactive maintenance. Enable users to understand the next service needs of vehicles through intelligent terminals and internet connectivity, including vehicle condition prediction, battery life, and critical point value of vehicle sales.

　　With the continuous popularization and export of new energy vehicles in China, there is an opportunity to develop the layout of service networks, including cross-border service capabilities. Last year, we collaborated with several partners on some service implementation projects in Central Asia, and the revenue situation was better than expected.

　　Next, let's talk about user experience education. Many employees in stores today have completely different levels of education and cognition compared to 10 or 20 years ago. In the past, those who worked in the automotive maintenance industry had a low level of education or came from impoverished areas, but now many undergraduate and highly educated individuals have joined this field. Therefore, the education and training of employees and the feedback mechanism for users need to be iterated and upgraded.

　　In addition, in terms of standardization construction and policy guidance, we have also made some industry policy recommendations through the All China Federation of Industry and Commerce. We hope that these policies can bring some new policy guidance to the development of peers and industries next year.

　　Finally, we believe that the new green maintenance and the sharing economy concept and diversification of the new energy industry after the epidemic are all new forms of industry. If you want to stand undefeated or have better development opportunities in this track, you must not operate with traditional fuel vehicle service concepts and methods, and may not make money, or even lose everything.

　　The above is my personal understanding and feelings. Welcome to learn and exchange ideas with colleagues. Thank you all!