September 15，Kunshan, Jiangsu。

2022 China Construction Machinery Marketing and Aftermarket Conference

Hold a grand ceremony！

How to deal with cyclical downward shocks？

How to cross the cycle，Achieve sustainable and win-win development？

How to redefine the value of its own industrial chain，

Business model reengineering？

At this annual event.，

  Collision of ideas，Industrial wisdom gathering。

  

Chen Qihua, senior vice president of Caterpillar, was invited to attend the conference.，It also focused on sharing Caterpillar's insights and concerns on service strategy.，At the same time, exchange and discuss with colleagues in the industry.，In order to further enhance the value of services provided to customers.。

The speech mainly focuses on the following aspects.：

Deep ploughing industry for nearly a hundred years

Support global customer business development

Caterpillar is a global company that has been in the industry for nearly a century.，Always committed to building a better world、A more sustainable world，Through the construction industry、Resources industry、The products and service solutions provided by the major business segments of energy and transportation，Always work with global dealers，Support the business development of global customers，Helping customers succeed。

  

Today's Caterpillar has more than1.9 millionTaiwanMachinery is working all over the world.；Our driverless mining trucks have achieved more thanMore than 4 billion metric tonsZero-loss man-hour injury handling operation；We have made accumulativelyMore than 21 millionEngine；At the same time，Through digital technology, the world will exceed1.2 million unitsDevices are interconnected。

  

Technology Application Enabling Service Growth

Providing valuable services to our customers has been Caterpillar's goal for nearly a century.，It is also one of our core strategies.。

 

The present age，It is particularly important to use digital means to serve customers.。We use the new technology、New applications run through all aspects of the service.，Provide greater value to the customer，At the same time, drive the growth of services.。

 

Adding value to customer service、In terms of driving service growth，Caterpillar and dealers work closely together、Joint research and judgment、Identify service opportunities，Designed to provide customers with service solutions that best fit their needs，And achieve a win-win situation with agents.。It is mainly reflected in：

Drive device connectivity and e-commerce through continued investment in digital technologies

Customize the maintenance plan throughout the whole life cycle of the equipment for the owner【CAT®（Carter）Value Treasure Service Plan】

 

Help customers predict major service events and provide solutions through digital technology，Improve asset utilization

Flexible and sufficient supply of spare parts

Caterpillar Remanufacturing and Refurbishment Services Help Customers Achieve Low Carbon Goals and Lower Costs

  

Strong business drive

Realization of service growth target

2019，Caterpillar Announces Service Growth Targets，That is to say, within 10 years, its machinery will、The annual revenue target of service sales in the energy and transportation sector has doubled.，From 2016$14 billionTo 2026$28 billion，This is what Caterpillar and our dealers are working on together.。

 

2021 alone，Our service sales have increased.$5 billion，Increase compared with 201636%。Continued investment in services has allowed us to see strong growth across the board。We realize that in 2026,$28 billionConfidence in the goal of service sales is growing.。

Entity Service Solution

And digital service capabilities go hand in hand.

Caterpillar's philosophy of customer service extends through the life cycle of equipment。From the moment the customer buys the new machine，The Value Service Program will bring Caterpillar、CAT®（Carter）Dealers and customers are closely linked.。

 

As the age and years of the equipment increase，We passed an update to the Value Service Program.，Extend our relationship with our customers into the aftermarket，Further provide it with maintenance that is more suitable for the state of the equipment、Parts Remanufacturing、Renovation of the whole machine、New power and other service options，Help customers increase the value of equipment throughout its lifecycle。

  

While continuing to develop and upgrade physical service solutions，Caterpillar invests significant resources in digital capacity building，Provide customers with continuous expansion、More integrated digital service experience，So that customers can easily access and enjoy our spare parts and services anytime, anywhere.。

 

It all starts with the interconnection of devices。More connected devices generate more data，More data helps us become more customer-centric，Help them improve security and productivity，Reduce downtime，And maximize equipment utilization。

Since 2015，We will connect all the equipment out of the factory.，It has been working hard to interconnect the equipment that has been working at the customer's place before.。

 

How Caterpillar can fully exploit and utilize the big data collected by equipment networking to create greater value for customers？Several key areas include:：

Equipment condition monitoring：CATCondition monitoring tools and related information used by dealers，Recommend service or maintenance recommendations to the customer，Keeps customer equipment running optimally at all times。

Service Opportunity Management：We're using digital information.，Prioritize the customer at the right time、Recommend and provide appropriate solutions，Help them increase productivity and reduce unplanned downtime。

Electronic Commerce：We are developing several e-commerce solutions.，To make it easier for our customers to do business with us。

 

Caterpillar is also continuing to invest in other digital areas.，For example, a new digital system that can remotely detect equipment faults，Digital system and artificial intelligence technology to help customers warn of spare parts demand，AndCat（Carter）Financing services and so on。

 

Strong global dealer network

Help customers succeed

Caterpillar has worldwide160Agent，About2700Branch office，170,000Agency employees。Service Solutions Across the Device Lifecycle，And the digital service solutions that we are currently vigorously expanding.，Will be implemented through cooperation with the global agent network.，Help our customers be more successful。

                                                

The industry is facing challenges in the new era.，

Innovation in the post-market field is imperative.。

Challenges and opportunities coexist.，

Caterpillar is committed to long-term cooperation with dealers.，

Continuous innovation，Meet customer needs，Through the cycle。