After-sales problem
A company without after-sales service is a rogue company.
1. The inspection equipment mainly takes machine vision algorithm as the core, and carries out standard inspection or customized inspection on the whole mask, such as appearance defects, size measurement, online calculation, etc. The device itself has strong requirements for software.
2. As a traditional production industry, mask manufacturers rarely have corresponding professional software personnel, and there may be some people who know software. After debugging the test equipment, some companies will conduct personnel training, and these trainings are aimed at the basic operation of the equipment and the solutions to small problems. How to maintain and modify the software is out of the scope of training.
3. The number of mask manufacturers in China is estimated to be around 38,400, covering the whole country. Distance represents the cost, so it is difficult to get to the door in time.
After-sales model
Have their own clear rules on after-sales problems.
1. The mobile phone and mobile phone number provided by the company are configured by special after-sales personnel. The company stipulates that mobile phones must be turned on 24 hours a day. The company also gives compensation and reward terms to after-sales personnel separately.
2. In the after-sales regulations, it is emphasized that customers are in Guangdong Province and provide 24-hour on-site service; 48-hour door-to-door service for customers outside Guangdong Province. Of course, some minor problems can be solved by voice or video, and can be handled in time.
3. Regular offline or online training, summarizing and explaining the problems encountered by customers, can remind customers of correct daily maintenance during the use of equipment, and can also solve similar problems in time without affecting normal production.
4. The software of test equipment should be upgraded at any time and maintained regularly. The upgraded software can not only meet the needs of existing customers, but also meet the new requirements of the market for masks, and there will be many savings in cost.