Servitization based on information system: The case of Foton Lovol

Foton Lovol International Heavy Industry Co., Ltd. (Foton Lovol) is a leading manufacturer of construction machinery, agricultural equipment and vehicles. Its sales revenue in 2013 reached RMB 22.64 billion while its brand value climbed to RMB 21.558 billion. Such achievements could owe to Fotom Lovol´s servitization based on information system which can be divided into four service platforms: research and development platform, supplier relationship management platform, marketing service platform, operation and maintenance platform. In information service center, Foton Lovol built an after-sales service platform based on internet of things by using intelligent GPS system and diversified services such as telephone, mobile phone, and short messaging service (SMS). This platform can monitor the operation information and working status of the machinery and equipment in service. When the GPS system feedback dangerous information or the users report abnormal condition, Foton Lovol will provide fast, real-time and punctual services. Independent and accurate service is the tentative exploration of the intelligence service mode in Foton Lovol. In addition, the ministry of agriculture set up the national wheat harvest inter-district information service center based on Foton Lovol´s information center platform. Until now, they have dealt more than 5.2 million phone calls, and sent more than 576 million work instruction messages, benefiting more than 3.20 million users.