IPO News – There are many ways of after-sales service provided by a company in creating loyalty and convenience for its customers.
According to IPO News observation that Gaya Makmur Mobil (GMM) company is a company which is very different compared to other companies in “creating” a series of after-sales services: GMM established the GMM School which is really required by customers.
To find out what the GMM School is, IPO News met the President Director of GMM, Frankie S Makaminang to talk about the GMM School. The following is an excerpt from the interview.
What is the story or background of GMM School’s establishment?
Before we explain further, the GMM which was founded is not in the form of a formal school. GMM School is a mechanical training school or education which was established internally at GMM. GMM ultimately creates reliable mechanics for the needs of our customers.
Our background in establishing GMM School was due to many of our customers having no mechanics and drivers. From this experience, GMM School was established to train several of our customers’ employees to be mechanics and drivers. So, when customers buy trucks, they can maintain themselves by using mechanics which have already been trained. What we did was responded very positively by the customers. The customers think that it is a cool, holistic and responsible after-sales action.
From their recognition, we are more serious and professional in handling GMM School.
What is the seriousness of it?
Based on field observations, it turns out that the need for mechanics and drivers is very high and enthusiastic. This development also makes us troublesome. The number of requests for mechanics and drivers is not proportional to the number of mechanics and drivers at GMM.
For this reason, we invite and select vocational students majoring in electricity and machinery from 10 vocational high schools (SMK) in Indonesia to be trained as mechanics and drivers. So, the trained graduates can become mechanics and drivers or vice versa.
Students from 10 vocational schools spread in Java, Sumatra, Kalimantan and Sulawesi and they are trained for 6 months. Their task is just to study, eat and sleep. The company also gives them daily money for them.
Therefore, their parents or families will happy and less anxious about their children here.
After they pass the first 6 months, what does GMM School do?
After they graduate, they practice their mechanics theory in their respective regions for 6 months. During the 6 month field practice, they were accompanied by our mechanics. Once they graduate, their theoretical and practical knowledge is needed by customers in our customer areas.
When our customers need the mechanics we have trained, they do it in two ways. The first way is that our customers contract the mechanics we have trained. In this regard, the company has an agreement with the customer. The second way is that customers make mechanics as their employees.
It means that GMM School aims to create loyalty for customers?
Yes, IPO News observation and analysis are really smart.
Yes. For us, creating customer loyalty and comfort is our main goal. In our opinion, there is no point in selling and buying our products without being accompanied by a holistic or comprehensive after-sales service.
In our opinion, the series of after-sales service must be from upstream to downstream. Without doing that, surely the customers will run away and leave us.
The comfort and convenience of our customers is our main goal. Therefore, GMM always strives to create all-new innovations in this digital technology era.
From your story, is there any positive impact on increasing sales of GMM truck products?
There is a definite increase in the sales of GMM trucks.
Could you mention it?
A famous and the biggest distributor and cargo company in Semarang: PT. Siba Surya Semarang has recently ordered 600 units of trucks for its cargo category. Siba ordered our products because the company knew the series of after-sales services applied to our customers.
With this explanation and explanation from us, Siba ordered our products on the basis of trust and evidence, not on emotional.
Since GMM was founded, how many trucks have been sold?
Thousands of trucks have been sold. All of these units have spread across the mining and plantation industries including oil palm plantations.
The development of the palm oil industry from year to year has had a positive impact on sales of truck units which can be used by the palm oil industry.
The series of after-sales services is closely related to the spread of GMM offices in Indonesia. Could you mention which city?
Current distribution and office networks of GMM include Rawa Buaya (Cengkareng, West Jakarta) as the head office of GMM.
Next GMM spread in the following cities: Medan, Pekanbaru, Jambi, Palembang, Lampung, Cirebon, Semarang, Surabaya, Banjarmasin, Balikpapan, Samarinda, Makassar, Kendari, Pontianak, Manado, Palu, Sorong and Jayapura.
Why is GMM interested in collaborating with FAW?
Because in China, FAW is the oldest manufacturing company which is the number one Chinese state-owned company for the best types of trucks. FAW too is not only famous for its truck production but also in sedan type car production.
The car driven by Chinese President Xi Jinping when he attended the G20 Summit in Bali on 15 – 16 November was produced by the FAW plant. This shows that FAW products are prestigious and classy products.
What is your motto and GMM in the future?
All the Directors and the entire Gaya Makmur Mobil team, and I will continue to strive and try to improve our services in order to support all FAW Trucks products which we have distributed and will distribute throughout Indonesia, reaching thousands of units since they were launched in Indonesia in 2009.
We hope that FAW Trucks will continue to be the leader in the Chinese truck market in Indonesia, like in its home country China and become a transportation solution with low investment and operational costs.
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