In the past, to meet the individualized needs of different e-bike brands, LEVA-EU member Bafang Electric (Suzhou) Co., Ltd. (hereafter referred to as Bafang) developed a variety of products and provided after-sales services to brands in a flexible and efficient way. With the maturity of products and development of consumers’ service requirements, some brands took the initiative to ask Bafang to extend its services further to include dealers. To meet the evolving market demand, over the past two years Bafang has developed a direct-to-dealer service (DDS) mode for select bicycle brands and dealers in response to their service requirements, creating a comprehensive, closed-loop system.

This concept was first put into practice in February 2021; in this preliminary stage, the service was available only to a few selected dealers. Following with an excellent response, Bafang’s dealer services network has further expanded and now serves dealers of multiple brands.

As one of the world’s leading electric bike drive systems and electronic components manufacturers, Bafang knows its responsibility for the continuous flow and exchange of information between brands and their dealers. Therefore, Bafang has refined and strengthened its DDS, heavily investing in the project to provide applicable training programs for the existing products each year.

In February 2021, Bafang launched the DDS with a Dutch brand, Gazelle. In the first interactive training stage, the brand invited a few dealers to thoroughly trial the dealer services system and assess any problems that arose. By the end of 2021, all of Gazelle’s dealers had been connected to the Bafang DDS system. For the Gazelle brand alone, Bafang will continue to provide more than 700 dealers with services including product training, customer service, and spare parts sales.

Currently, 5 brands have joined Bafang’s DDS, and the Bafang dealers’ service team has established contact with more than 1,200 dealers to provide relevant services.

The Bafang DDS service team boasts established technicians with years of industry experience who will train dealers and workshop employees to ensure that they can provide high-quality services to their customers. The scope of services provided by Bafang DDS includes:

– Free replacement and maintenance of parts (within the warranty period)

– Stable diagnostic systems

– Training courses for new products

– Technical documents in various languages for download (e.g., manuals, e-learning videos,

   assembly/disassembly demonstrations)

– Quick response and follow-up on any technical issues

– Sharing of the dealers’ experiences

At present, the Bafang DDS system remains in its initial development stage, including the logistics system, service platform, training activities, etc., which are being continuously improved upon. In the future, Bafang plans continued expansion of the system to quickly meet dealers’ demands with real-world data and support. Dealers will have the advantage of using the full range of services provided by Bafang and purchasing parts directly through the system, while Bafang Dealer Services itself will continue to expand service outlets and increase service personnel. In April of this year, Bafang held a professional, innovative, and successful online training event with Fischer Bicycle and its international dealers, and is preparing for the provision of a professional service system for more brands and dealers in the future.

Although the Bafang DDS is a relatively new offering, many dealers have shown great enthusiasm and encouragement for the program, providing valuable suggestions for Bafang to improve the subsequent service work.

Bafang dealer service process

How does the Bafang DDS function? Following the signing of a dealer service agreement by a bike brand, the brand’s list of dealers and their relevant details is shared with Bafang. Bafang then prepares all goods and content for the dealers, who can submit product queries through the dedicated DDS web portal. Bafang’s service engineers handle all incoming queries promptly, liaising remotely with the dealer through the most appropriate channels to reach a resolution.