At the "12th National After-Sales Service Conference" held in Beijing on December 19, 2025, Yu Bin, Service Operations General Manager of Haier Smart Home Co., Ltd., delivered a keynote speech.
Yu Bin emphasized that Haier, as a global leader in smart living and digital transformation solutions, has consistently aimed to become a world-class enterprise. Its brand influence, competitive scale, and innovative advancements have been widely recognized by authoritative institutions.
Haier's service division, dedicated to building a smart home service ecosystem, remains user-centric, striving to deliver end-to-end optimal experiences. Through pioneering service management concepts and years of innovation, it has earned industry and consumer acclaim.
In the digital economy era, after-sales service for home appliances is no longer limited to repairs and replacements. Instead, Haier leverages technology to enhance consumers' life experiences. The company has prioritized digital transformation by establishing a digital service platform. Users can interact directly with service technicians via the Haier Smart Home App or mini-programs through text, voice, or video, turning technicians into personalized service managers. Service standards, cost breakdowns, and standardized workflows are fully transparent, allowing users to monitor the process and evaluate service quality in real time.
Traditionally, after-sales service in the home appliance industry has been reactive—waiting for users to report issues before taking action. To overcome time and space constraints and provide seamless, worry-free service, Haier is shifting from passive to proactive service. Using IoT sensors to monitor appliance performance in real time and AI algorithms to detect anomalies, Haier can preemptively address issues before users notice them. Consumers can also access self-service options, troubleshooting guides, and maintenance reminders through Haier’s mini-programs and app. This forward-looking service model fosters long-term trust and drives the industry’s evolution from "reactive" to "predictive" service.
Yu Bin shared real-world examples of Haier’s commitment to service excellence: overcoming high-altitude challenges to install heating systems near Mount Everest’s base camp, accommodating urgent same-day air conditioning installations for elderly patients, and even repairing a user’s wheelchair during a routine service call. Haier’s "micro-renovation" service also addresses size-matching issues in older homes, while drone-assisted deliveries ensure installations in remote areas.
By continuously innovating and prioritizing user needs, Haier is reshaping the home appliance service industry, transitioning from single-product solutions to comprehensive, scenario-based services. From kitchens to living rooms, Haier offers nearly 100 tailored solutions, enhancing both product performance and user experience.
Yu Bin concluded by urging industry peers to embrace user-centric innovation, as only through technological advancement and service upgrades can companies create lasting value for consumers. Haier remains committed to elevating service standards and enriching consumers' lives through smarter, more proactive solutions.