HLC adheres to the business philosophy of "Customer First, Professionalism at Core" and views customer experience as the cornerstone of corporate success. Through innovative services, data-driven approaches, and professional management, we comprehensively enhance customer satisfaction. For many years, the Company has been committed to establishing a comprehensive service system centered on customers’ needs. From long-term leasing to used car transactions, we provide customers with professional, convenient, and high-quality services. One-Stop Comprehensive Leasing Services HLC is committed to creating one-stop, comprehensive leasing services. By establishing stable partnerships with suppliers, we integrate vehicle resources across all brands to offer services, such as license plate registration and inspection, vehicle insurance, repair or maintenance, and claims handling. In the long-term leasing business, we currently cover diverse types of vehicles, from passenger cars, light commercial vehicles, and small trucks, large trucks, large passenger vehicles, to large motorcycles. Our services cater to both corporate clients and individual users, with "use a car without owning it" as the core concept, to provide comprehensive vehicle solutions. For customers whose contract service items include repair/maintenance, the Company assigns dedicated service personnel to provide attentive support at every stage of the lease period. This includes assisting with vehicle repair/maintenance appointments, scheduled insurance renewals, pick-up/delivery service for scheduled maintenance/repairs, free loaner cars during repair shop visits (exceeding 24 hours), and recommendations for lease renewal or exchange at the end of the lease term. This efficient and professional model not only significantly reduces the burden of owning a car but also enhances the overall service experience.
Used Car Transaction Services The domestic used car market has continuously grown alongside the new car market for many years, with its scale now surpassing that of the new car market. In 2024, the total number of used car ownership transfers in Taiwan reached 830,000 vehicles, a 0.6% increase compared to 2023. Since 2008, Hotai Leasing HLC has progressively expanded its used car operations. Today, its HAA, abc platform Car, and HOT Car Alliance collectively have formed the most comprehensive used car transaction service network nationwide.
Enhancing Customer Engagement Through Digital Services To enhance service efficiency, HLC sends service personnel for vehicle pick-up and delivery and utilizes a digital tablet system for electronic sign-off by customers. This tablet integrates multiple functions, including electronic pick-up/delivery documents, loaner car usage receipts, real-time customer contract inquiries, vehicle repair/maintenance history inquiries, and real-time inquiry and collection of e-TAG toll fees for loaner cars. This digital solution not only simplifies the vehicle handover process but also allows customers to conveniently access needed information, significantly improving the overall service experience and operational efficiency. In additional, HLC 's abc platform has become the leading online used car platform nationwide by listing volume. It primarily serves used car dealers (B2C) and general consumers (C2C). After free member registration and qualification review, users can list items they wish to sell. With the advancement of internet technology, car dealers are no longer restricted by space or time and can sell vehicles on online platforms. Consumers can quickly gather vehicle information online before visiting physical stores to view cars, which improves the efficiency of the entire car purchasing process. To optimize user experience, the abc platform’s service framework is built upon "enhancing information transparency," "increasing real-time interaction," "meeting consumers’ preferences and needs," "emphasizing consumers’ environmental awareness," and "improving matching efficiency". In 2024, the platform launched one-click video generation and AI vehicle descriptions, and it continuously leverages technology to optimize website operations. This provides buyers and sellers with better functions and services and helps dealers sell cars while assisting consumers in finding "that good car they are seeking," to create the best used car trading environment.
Responsible Marketing Before launching new leasing services, HLC conducts legal compliance assessments according to internal procedures to ensure compliance with relevant laws and regulations. All external advertising, recruitment, and other activities, either disseminated online or offline, must comply with the Company's established internal review processes to protect recipients’ rights and interests. After relevant activities are launched, the Company closely monitors feedback from customers and employees and makes timely adjustments. In addition to strictly adhering to advertising and marketing regulations, HLC is dedicated to promoting fair trading mechanisms for its products and services to ensure consumer rights protection, ethical corporate management, and fair market competition. Taking the abc platform as an example, it provides online-offline integrated channel for "browse online, purchase offline" and strives to address break through the traditional used car industry's problem of "information asymmetry between buyers and sellers". By promoting many industry-first innovative services, including the "purchase with peace of mind" service, "non-negotiable price" sales model, "low price reminder," and "real-name verification," it aims for transparency in vehicle information and protects consumers’ purchasing rights, to provide consumers with a safe and convenient used car trading environment. Simultaneously, the HOT Alliance, the largest used car alliance brand in Taiwan, brings together like-minded, high-quality used car dealers and repair shops in the market, it provides impartial vehicle condition verification and comprehensive repair/maintenance services, allowing consumers to buy, sell, or repair/maintain used cars with peace of mind.
Service and Customer Satisfaction Survey HLC further enhances its interaction with customers through its Customer Relationship Management (CRM) system. This system integrates basic customer information, usage preferences, historical transaction data, and repair/maintenance records, to provide the Company with precise data support. It can also offer customers information on special occasion care, maintenance reminders, vehicle usage records, and updates on the latest promotional campaigns. Simultaneously, dedicated mobile concierges can instantly connect to the CRM system via their portable tablets, allowing service personnel to fully understand customers’ leasing history while providing service, enabling highly personalized and efficient services. Customer Feedback Channels and Complaint Procedures To ensure customer service quality and effectively handle consumers’ feedback, HLC and its sub-brands, including the HOT Alliance and HAA, have established comprehensive customer feedback channels. These include the official website's feedback email, online text customer service, customer service hotlines, LINE official account, and Facebook fan pages. These diverse communication channels aim to provide consumers with convenient avenues for feedback, to ensure that every customer's needs and opinions are properly handled and responded to, thus embodying the Company's "Customer First" service philosophy and commitment.