Delivering consistent and high-quality after-sales service is the true embodiment of a customer-centric company. Kunming Ciba Diggings Machinery Co., Ltd. possesses a comprehensive and advanced customer management system, as well as a robust after-sales service team. Over the past 46 years, the company has consistently adhered to delivering high-quality products and prompt, efficient services. As a result, it has earned the favor of numerous customers.

However, the COVID-19 pandemic over the past four years has interrupted our customer follow-ups. Even so, it has not hindered the progress of our after-sales service. To better understand customers’ needs and the operation of our products, the company has entrusted Huang Yunqing, head of after-sales service, to lead a team to conduct after-sales customer follow-ups, product re-maintenance, and product knowledge re-training for 38 customers in the southern part of Yunnan province.

From March 27 to the time of this update, our colleagues from the after-sales service department completed the follow-up of all 38 customers in the southern Yunnan province. Each customer follow-up by the company advocates the core concept that “prevention is better than cure”. It involves conducting inspections, repairs, and maintenance for existing equipment, anticipating potential problems, enhancing product usability, and eliminating the risk of equipment downtime.

During these customer follow-ups, customers also provided diverse feedback based on their individual circumstances. This feedback included suggestions for improving the user experience of existing products and demands for product updates and process enhancements, as well as the intentions to buy additional equipment. Our company will also provide timely feedback, solutions, and product supply according to different needs put forward by our customers.

Is there a problem? We offer on-site solutions! The after-sales team not only offers return calls, but also has the ability to solve problems on-site. This return visit coincided with a customer’s replacement of spare parts for the equipment. The after-sales service personnel provided timely and effective on-site technical guidance and support, making the whole replacement process go very smoothly.

The return visit made the relationship between the company and customers closer, and also enabled us to have a deeper and intuitive understanding of the problems existing on the project site and the actual needs of customers, which ultimately maximized the interests of customers. In the future, Ciba Diggings Machinery will continuously improve itself, optimize products and services, and continue to actively, timely, and continuously provide high-quality and efficient services.

（2023-04-12）