Service Cloud User Guideline

You can easily use the SANY customer cloud APP to bind and manage all your SANY equipment.

When your equipment needs SANY to provide service support, you can easily and quickly initiate a service request.

You can check the ongoing progress of the initiated service order and also the service records before.

You can make a satisfaction evaluation as soon as the service order is completed.

Equipment Management
Service Request
Process Management
Service Evaluation

Software features

Mobile app, mobile office.

Template design, one click order.

Software function and purpose

Customers can bind all the equipment they are responsible for to form an electronic equipment information table.

When the responsible equipment needs the service provided by the manufacturer / supplier, the service requirements can be initiated easily and quickly.

For the initiated service order, the service process can be viewed in time; for the failure record of the equipment, the archive can be searched and viewed.

After the completion of the service, it can directly evaluate the service process and results in a timely manner.

Download and usage

Please search sanyservicecloud in Google Play (Android) or APP Store (IOS) to download the APP. For Android, you can also scan the following QR code (Password is 0000).

[Android download QR code]
[iPhone download QR code]

1. Login, Sign Up and Forgot Password

figure 1. Login page

The login page is as below (figure 1). Input your account (mobile number) and password to login. Choose the language on the top right corner: Chinese or English, and the app will change to the needed language. New user can click “Sign Up” to turn to signup page and create a new account. Click “Forgot Password” to turn to reset password page.

figure 2. Signup page

The signup page is as below (figure 2). New user input the mobile number and password, then click “Obtain code” to get verification code, and input the verification code to sign up. The password should be at least 6 characters, no other limits; the name, company, country/region are optional remark information; it will turn to login page automatically after signing up successfully.

figure 3. Reset password page

Reset password page is as below (figure3). Input your mobile number and new password, then click “Obtain code” to get verification code, and input the verification code to reset password. It will turn to login page automatically after reseting password successfully.

2. My Machine and Machine Binding

figure 4. my machine page

After entering the application, select the "Machine" option in the bottom navigation bar to enter my machine page (figure 4), and you’llsee the machines currently bound to this account. You can search machine by machine serial number. The floating button "+" can be dragged and dropped at will, and you can click it to turn to machine binding page to bind new machines.

figure 5. machine binding page

The machine binding page is as follow (figure 5). Entering the machine serial number which is on the machine nameplate to bind the machine; click "add another machine" to bind multiple machines at once. After each input of a machine serial number, it will verify whether the machine serial number is valid before the next operation. If it is invalid, it will remind "The machine is not registered, please contact crd@sany.com.cn", and the correct machine serial number should be re-entered. If the binding is successful, it will turn back to my machine page, and you can see the newly bound machine after dropping down to refresh the page.

3. Service Order and Create New Service Order

A.After login you can enter my service order page directly (figure 6), or select the "service order" option in the bottom navigation bar to enter it. You can check all service orders that have been created; click the calendar icon to select start-end date and retrieve the relative service orders (figure 7); click “submitted”, “processing”, “to evaluate” or “all” to check service orders in different status.

B.Service orders in the "submitted" status can be cancelled manually, and the records will not be deleted after the cancellation. Service orders in "to evaluate" status must be evaluated, click "evaluate" button to jump to the evaluation page. All service orders can be found in "all"; Click the hover button "+" to jump to create new service order page. If one machine has unfinished service order in CRM background system, user cannot create new service order and will see the reminder to consult CRM hotline; a service order may be automatically canceled or rejected by CRM background, at which point the service order status will change to "cancelled", which can be seen in "all" service orders.

C. Click one specific service order, it will jump to the "service order details" page of the service order, showing details, current progress of the service order, etc. (figure 8).

figure 6. My service order
figure 7.select date
figure 8. Service order details

Create new service order page is as follow (figure 9). You can select machine (turn to selectmachine page), select service request/maintenance, fill in details, upload up to 9 pictures, fill in contact person of the service order, and click “address” to jump to the location-select page (figure 10). In the location select page, it will use the telephone real-time GPS location as the default location and display on screen. Meanwhile, user can manually select other locations on the map to locate the machine, and the descriptions below will automatically change accordingly; user can also search by manually entering the address in the top address search bar.

figure 9. Create new service order
figure 10. Location select

Select-machine page for creating new service order is asfollow (figure 11). If there are bound machines, you can directly select a machine. If there is no bound device, click the hover button "+" on the page to jump to the aforementioned machine binding page, and bind machine first (figure 5). After binding, it will automatically jump back to the select-machine page, and the newly added machine can be seen by the drop-down refresh.After successfully creating new service order, it will turn back to my service order page, and you can see the newly created service order by the drop-down refresh.

figure 11. Select machine

4. Service order Evaluation

For the service orders under “to evaluate” status mentioned before, click “evaluate” button to turn to evaluation page (figure 12). User can choose service level for each item on the questionnaire and give overall assessment message. For those items selected as “neutral/ dissatisfied/very dissatisfied”, the statement of unsatisfied conditions must be filled in. If not filled, it will be indicated that the required fields are not filled in and cannot submit.

figure 12. Evaluation questionnaire

5. Me

Click “Me” on the bottom navigation bar to enter this page (figure 13), which shows the user account information. The account (contact number) cannot be modified, and contact number is the account telephone number by default and cannot be changed either. The name, company, country/region can be modified, the display language can be changed and the password can be changed (turn to change password page, figure 14).

figure 13. Me
figure 14. Change password

Click “tutorial” to jump to tutorial page, where the video tutorial and user guidelines are provided.

CRM service hotline: 4006098318.