A Global Supply Chain Manager’s Dilemma
For a globally renowned car service platform, ensuring that every customer receives high-quality service is their core mission. However, when they decided to enter the Chinese market, Supply Chain Manager David felt uneasy.
“We face far more complexities in the Chinese market than in any other country,” David confided, “Service providers vary in standards, complaints are frequent, and customer experience is hard to manage. If we cannot solve these issues, our market expansion plan could fail completely.”
David knew that in order to maintain the global consistency of their brand’s service quality, they needed to find a truly reliable local partner. So, he decided to take action and seek a solution.
Exploration and Attempts
In the first few months, David’s team tried working with several local service providers, but each attempt left him increasingly frustrated:
Service instability: Some providers had excellent service in Beijing, but could not maintain the same standards in Shanghai.
Slow emergency response: When a customer’s flight was delayed or travel plans changed unexpectedly, suppliers struggled to respond quickly, sometimes requiring the customer to make arrangements themselves.
Limited coverage: Many providers only supported first-tier cities, leaving the service needs of second-tier cities unaddressed.
“We don’t need a provider who just offers vehicles,” David summarized, “We need a partner who can help us solve systemic issues.”
Eventually, his research led him to Lecheng Travel, a high-end car service provider that claimed to offer consistent service standards nationwide.
Finding the Right Guide
In their first meeting, David clearly outlined his core requirements:
Service consistency: Services in all cities must meet global standards without any discrepancies.
Fast emergency response: Platform clients often change their schedules last minute, and the provider must be able to respond in real-time.
Nationwide coverage: It’s not just about first-tier cities like Beijing, Shanghai, Guangzhou, and Shenzhen—second-tier cities need to be included as well.
The Lecheng team quickly took on the role of David’s “guide,” designing a specific implementation plan for his team:
Unified standards: Drivers and vehicles nationwide must undergo Lecheng’s professional training and strict screening to ensure consistent service standards.
Emergency support: Backup drivers and vehicles are deployed in each service area, with a 24-hour real-time dispatch mechanism in place.
Technology support: Lecheng’s proprietary Wufang App enables nationwide real-time monitoring and flexible dispatch, ensuring seamless service for every order.
For the first time, David felt hopeful that the service challenges in the Chinese market might be solvable.
Victory Amidst Challenges
Just two weeks into the partnership, David’s team faced a major challenge: A high-end customer’s flight from Beijing to Hangzhou was delayed by three hours, and the originally assigned driver could no longer continue due to service hour limitations. Additionally, the backup vehicle was 40 minutes away from the airport. For David, this was a “stress test” of Lecheng’s capabilities.
Lecheng quickly activated its emergency response plan:
Emergency resource deployment: The dispatch center used the Wufang App to quickly assign the closest available vehicle to the airport, completing the transfer within 15 minutes.
Proactive customer communication: Customer service proactively contacted the client to provide updates on the schedule and driver information.
End-to-end tracking: The dispatch system monitored the vehicle in real-time to ensure the customer arrived at their destination on time.
The client was not only highly satisfied with the pickup service but also sent a commendation email, praising the platform’s “efficient and reliable service experience.”
David remarked, “This is the first time our service in China has received a customer’s unsolicited praise, and Lecheng’s team gave me complete confidence.”
Achieving Market Goals
In the following months, David and his team expanded Lecheng’s service coverage to 10 major cities across China, increasing order satisfaction to 96%.
“Lecheng is not just a supplier; they are our partner. Their professional capabilities have truly brought our services to life in the Chinese market,” David concluded.
If you’re also looking for a reliable local car service partner, choose Lecheng Travel. We’ll help you achieve your market goals with professionalism and service! Contact us to start a new chapter of cooperation!