After-Sale Service

🔜One、 After sales service system framework

1. Service objectives

-Ensure stable operation of customer sieve products and extend their service life;

-Resolve non customized product malfunctions within 48 hours and respond to customized project requirements within 72 hours;

-Customer satisfaction ≥ 95%, with an annual repurchase rate increase of 20%.

2. Service team configuration

-Technical team: equipped with 5-10 engineers (including more than 3 years of industry experience), responsible for installation, debugging, fault diagnosis, and customized solutions;

-Customer service team: 7 × 12 hours online customer service (8:00-20:00), receiving requests through phone, WeChat, and the official website work order system;

-Logistics team: Cooperate with SF Express and JD Logistics to ensure that accessories/new products are delivered to major cities across the country within 72 hours.

🔜Two、 Full cycle service content

1. Pre sales service (building trust)

-Free working condition research: Engineers conduct on-site inspections of customer production lines and provide recommendations for screen selection (such as material, wire diameter, and aperture matching schemes);

-Simulation testing: For high demand scenarios such as high temperature and strong corrosion, provide sample testing with a testing period of ≤ 3 days;

-Visualization of the plan: Display the installation effect of the screen mesh through 3D modeling, and mark maintenance key points (such as disassembly position and cleaning cycle).

2. In sales service (ensuring delivery quality)

-Standardized installation:

-Provide an installation manual and video tutorials, supporting remote guidance or on-site installation (complex projects charge a service fee of 300-500 yuan/time);

-After installation, issue a running test report (including screening efficiency and load strength data).

-Operation training:

-Provide 2-hour on-site training for customer operators, including:
✅  Daily cleaning methods (such as using neutral detergent for food grade sieves);
✅  Fault prediction techniques (such as identifying abnormal vibrations before screen deformation).

3. After sales service (quick response+long-term maintenance)

4. Value added services (enhancing competitiveness)

-Trade in program:

-The old screen mesh can be used to offset 10% -20% of the new product payment (evaluated based on wear and tear), and customers are encouraged to replace it regularly to reduce production risks;

-Exclusive benefits for VIP customers:

-Customers with monthly purchases of ≥ 100000 yuan enjoy:
✅  Free upgrade to 316L material mesh (first order);
✅  Exclusive engineers conduct online follow ups once a month and have priority in participating in new product trials;

🔜Three、 Customer Relationship Management (CRM)

1. Hierarchical management

-A-class customers (monthly purchase ≥ 50000 yuan): visit on-site every quarter and provide free equipment upgrade suggestions (such as material replacement in high temperature scenarios);

-B-class customers (monthly purchase of 100000-50000 yuan): conduct telephone follow-up every six months and push industry solutions (such as the requirements for screening screens in the new national standards for the food industry);

-Class C customers (sporadic customers): push promotional activities, maintain knowledge and activate demand regularly through SMS/official account.

2. Feedback loop

-After each service, send a satisfaction questionnaire (consisting of 5 questions, including indicators such as response speed and engineer professionalism) to the customer;

-For feedback with a rating of less than 8 points, the after-sales supervisor will follow up and handle it within 24 hours to ensure a 100% closed-loop rate of the problem;

-Summarize customer feedback on a monthly basis and optimize product design (such as launching wear-resistant coating screens based on mining customer suggestions).

🔜Four、 Service Costs and Benefits

1. Cost budget

-The annual service budget accounts for 3% -5% of sales revenue, mainly used for:

-Engineer travel (about 40%), parts inventory (30%), digital platform maintenance (20%), training materials (10%);

-Marginal benefits: The cost of repurchasing old customers is 60% lower than that of new customers, and high-quality service can drive word-of-mouth communication, increasing the proportion of new customers to 35%.

2. Risk control

-Customized products require clear acceptance criteria in the contract (such as aperture tolerance and material certification) to reduce after-sales disputes;

-Establish an emergency spare parts warehouse (storing semi-finished mesh products with commonly used wire diameters and materials) to shorten maintenance waiting time.

🔜Five、 Service Commitment and Promotion

-Service commitment for public disclosure:
24-hour fault response, lifelong maintenance support - we promise to solve 100% of non-human quality problems, and provide cost price repair services for screens that exceed the warranty period

-Promotion channels:

-The official website/WeChat official account released the After sales Service Case Set (for example, the service life of a chemical enterprise's screen was extended from 6 months to 18 months);

-Set up an after-sales service experience area during the exhibition, demonstrate the fast repair process, and distribute the "Customer Service Manual".

🔜Six、 Continuous optimization mechanism

-Hold quarterly after-sales review meetings to analyze high-frequency issues (such as the welding joints of a certain batch of screen mesh being prone to breakage) and promote production process improvement;