Harmony Intelligent Mobility Builds Smart After-Sales System for a "Zero-Hassle" Owner Experience

Demand from new energy vehicle (NEV) users for greater convenience in vehicle usage continues to rise, driving the after-sales service system toward intelligent and proactive upgrades. Under traditional models, owners had to report issues themselves, schedule appointments, and visit service centers to address problems. Today, some automakers have leveraged technology to restructure service logic, enabling systems—not drivers—to become the first detectors and coordinators of issues. Harmony Intelligent Mobility, powered by Huawei’s smart technologies, has built a proactive, end-to-end service network covering the entire vehicle ownership lifecycle. Its service system revolves around a closed-loop core: “Proactive Early Warning – Remote Diagnosis – Full-Scenario Roadside Assistance.” The early warning system can identify over 200 types of vehicle anomalies and categorizes them into four response levels based on risk severity. With user authorization, after-sales teams can remotely access data from all vehicle modules for diagnosis—resolving certain software issues instantly or pre-reserving service bays and spare parts for cases requiring in-person visits. Its 24/7 roadside assistance extends even to remote areas like plateaus and deserts, overcoming traditional communication and geographical barriers. Real-world cases demonstrate the system’s effectiveness across diverse scenarios. In one instance, a vehicle’s wiring was damaged by rodents without the owner’s knowledge; the backend system detected the anomaly and proactively called to alert the driver. In another case, an owner in Shanghai experienced an air suspension failure; within 10 minutes, the after-sales team called back, arranged a nearby handover, and had the vehicle towed overnight to Hangzhou for repairs—all progress shared in real time via WeChat group. Additionally, the “45-Minute Express Maintenance” service has already been implemented in 80% of maintenance orders, significantly reducing wait times. To address the differentiated needs of its five brands—AITO (safety-focused), Luxeed (premium exclusivity), Stelato, Maxus EV, and others—Harmony Intelligent Mobility employs a unified intelligent platform to support common capabilities while layering on tailored service packages, thereby avoiding service fragmentation across its multi-brand portfolio. The system also extends forward into the vehicle delivery phase. Starting July 2024, all five Harmony Intelligent Mobility brands will roll out a one-stop vehicle registration service. Pre-inspection will be completed before vehicles leave the factory, with data directly linked to local vehicle management bureaus, allowing customers to receive license plates without personally undergoing inspection. Moreover, during holidays, the “Peace-of-Mind Travel” service package—covering pre-trip inspections, en-route roadside assistance, and return-trip vehicle transport—creates a seamless end-to-end travel experience. According to survey data, 95% of Harmony Intelligent Mobility owners believe its intelligent after-sales service is significantly superior to traditional models. This system is transforming “peace of mind, time savings, and intelligence” into quantifiable, tangible brand assets—redefining the standard for NEV after-sales service.