Yihong Technology Releases the "Standardized Operational Guidance Manual" for the Hongmian Brand's Omnichannel, Long-Term After-Sales Service System
On May 30, in continued fulfillment of its pledge as a "3.15 Consumer-Trusted Brand" and with the aim of further enhancing the quality of its omnichannel services, Yihong Technology officially released the *Standardized Operations Guide* for the Hongmian brand’s long-term omnichannel after-sales service system. Serving as the core operational blueprint for the Hongmian after-sales framework, this manual establishes unified, professional, and traceable service standards across the brand's nationwide service network, thereby driving the evolution of the brand's service offerings toward greater efficiency and transparency.
Serving as the "core code" for Hongmian’s after-sales service, this manual encapsulates years of accumulated service expertise and industry best practices. It covers the entire service lifecycle—encompassing service philosophy, organizational structure, omnichannel operational workflows, policy timelines, support guarantees, and quality improvement processes. From the central service center to authorized service outlets, and from online intelligent customer support to field service engineers, every service partner can find clear guidelines for action within this manual, ensuring that consumers receive a professional, efficient, and consistent service experience at every touchpoint.
Regarding service intake, the manual establishes a unified omnichannel entry point alongside a three-tiered response standard. Urgent service requests are responded to within 10 minutes, with an on-site visit arranged within 24 hours; high-priority requests receive a response within 30 minutes and are resolved within 3 days; and standard requests are acknowledged within 2 hours and completed within 5 days. Furthermore, an intelligent dispatch system precisely matches the optimal service resources to each request based on the user's location and issue type, thereby significantly boosting response efficiency. In the realm of online services, every detail has been meticulously refined—from the "three-stage" communication protocol employed by online support staff to the mandatory video documentation of unboxing and completion procedures for mail-in repairs. For offline services, the entire process is standardized—ranging from grooming and appearance standards for in-store reception to in-home etiquette and post-service cleanup procedures—infusing the service experience with a greater sense of warmth and personal care.
Regarding service policies, the manual clearly defines core entitlements—specifically, a 10-day return window, a 30-day exchange window, an 18-month warranty, and lifetime out-of-warranty repair services. It also explicitly outlines the turnaround standards and documentation requirements for various services, ensuring that consumers' service requests are handled on a clear, documented basis. Concurrently, a three-tier technical support structure, a "three-codes-in-one" spare parts traceability system, and a mechanism requiring certified personnel—backed by annual re-certification—provide a robust guarantee for service quality. Furthermore, end-to-end service monitoring, a four-tier customer complaint escalation mechanism, and a data-driven model for continuous improvement will further drive the optimization and upgrading of the entire service ecosystem.
A representative from Yihong Technology stated that the release of this manual marks the dawn of a new era of standardization for Hongmian’s after-sales service. Moving forward, Hongmian will remain steadfastly consumer-centric, strictly adhere to the standards set forth in the manual, and continuously enhance service quality. Through professionalism and reliability, the brand aims to honor the trust of every consumer and further solidify its industry reputation as a "3.15 Consumer-Trusted Brand."
