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Service system

Service system

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Description:
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        Our company attaches great importance to after-sales service work, the core service concept - "to create value for customers", "to leave the difficulties to themselves, to give customers the convenience" - throughout the whole business process.

        The company has set up a market service management center to provide intimate service for more than 5,000 customers. Service outlets (offices) covering the whole country, sales and service functions, complete system, provide comprehensive pre-sales, in-sales, after-sales service and support, localized service more quickly. The service center has a highly efficient and high-quality technical service team through rigorous training, the first in the country to build a comprehensive customer service information platform, an independent warehouse dedicated to spare parts, maintenance services, special vehicles, millions of training workshops, which can provide customers with effective, timely, professional and value-added services.
        Now the offices have been built: Wuxi, Changzhou, Nanjing, Hangzhou, Wenzhou, Guangzhou, Shenzhen, Jinan, Qingdao, Tianjin, Shijiazhuang, Shenyang, Zhengzhou, Chengdu.

Our company promises.
1. The warranty period for the whole equipment is one year.
2. In case of equipment failure, the service center will arrange the service engineer with strict professional training to provide remote guidance or on-site service at any time.
No matter whether it is within the warranty period or not, we will reply within 2 hours after receiving the fault report information and provide remote guidance service first; if it is still impossible to troubleshoot the fault, the relevant technical personnel will arrive at the scene within 24 hours.
4. Provide lifelong after-sales service, including daily consultation and guidance, technical support and supply of spare parts, and assist the user in rebuilding the equipment. Provide users with new technical information and materials.
5.Daily provision of spare parts with a total value of $800,000 to ensure uninterrupted supply. The benefits of the high quantity of spare parts at a reasonable price, due to the economies of scale (more than 5,000 units in stock and 300 units per year), are shared with our loyal customers.
6. The user purchases the equipment within 3 years, free of charge to the user within the time period of the development of software technology upgrades, to provide quality technical service and technical support for life.
7.Assign full-time experienced engineers and technicians to visit the users every quarter to carry out comprehensive inspection and maintenance of the equipment, and conduct process training for the operators to prevent equipment failure and create value for the users by giving full play to the great potential of the equipment.

 

        With a team of 80 service engineers, the company possesses rich experience in laser processing and engineering and can provide customers with technical services such as laser cutting, laser welding, laser surface modification and laser surface coating.

        Comprehensive customer service information platform, so that customers can through my company portal (www.smartprima.com), mobile phone application "service quick hand"), fax (021-31228975), hotline (call center 400-106-6606) and other ways to issue Service requests can be responded to immediately; service progress can be inquired anytime and anywhere, service quality can be evaluated or complaints can be made, and even self-service can be carried out. The informationization platform consists of a fax management system, a short message management system, a service management system, an auxiliary fault diagnosis system, a mobile phone application, a voice and data integration call centre, a remote assistance system, a multi-party teleconferencing system and a central database. 

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