5/30/2019

Strengthening Its Overseas Service Network: Delta Industrial Automation Service Training in Thailand

The 16th Delta Industrial Automation Global Service Training took place in Thailand from May 28th to 30th. Focusing on service efficiency and product knowledge, the Global Service team from Delta Industrial Automation (IA) headquarters gathered with Delta staff from Southeast Asian and Indian branch offices and distribution partners to discuss topics such as cross-country service processes, customer service platforms, and motion control, motor drive, machine vision and sensor products. Delta Industrial Automation is seeking to strengthen its overseas service network through the 3-day training program.

Delta IA products are currently offered through 102 global branch offices and more than 800 distributors. Among these, 133 locations in 66 countries provide after service. Delta IA is dedicating to fulfilling customer needs and to achieving “One-stop shopping with worldwide service”. The Delta IA customer service platform is the key to connecting its worldwide service network. In addition to parts ordering, warranty search, and service consulting, the platform also offers complete after service, including original manufacturer repair, Authorized Server Partner (ASP) 2nd level repair, onsite service and overseas service. It clearly records requirement details, service content and results.

Through its complete and versatile service processes, Delta's Industrial Automation Global Service team is able to respond to customers, and provide comprehensive after service for customer requirements in a short time. Depending on where the products were purchased and where a malfunction occurs, Delta IA offers the following solutions:
1. If the product issue has taken place in the country of purchase, the user can contact the Delta office or Delta's ASPs for original manufacturer repair, 2nd level repair or onsite service.
2. If the product was shipped overseas and is out of order in the other country, the user can contact Delta's Industrial Automation Global Service team to request an overseas service case. The Global Service team will assign a nearby ASP from among 133 worldwide locations to assist and solve the issue.

Based on product sales quantities and estimates, Delta IA also prepares “service product” backups in worldwide locations for urgent customer needs, shortening production downtime. An internationally renowned Taiwanese injection machine and CNC machine tool provider benefitted from Delta's backup system to assist its overseas end user quickly solve an equipment malfunction, and greatly reduced the losses from machine downtime. Both the end user and the machine tool provider gave Delta IA's global service network high praise.

Eilleen Wu, the Manager of Sales Operation and Global Service, Delta Industrial Automation, indicated that Industry 4.0 does not only accelerate industrial automation, but it also creates great potential to drive the business model for customer service. We continuously strive to offer better, faster product service internationally, to provide more customer satisfaction and gain greater customer recognition. The value of a service is not simply for after service or product repair, we seek to fulfill customer needs with flexibility for a customized, efficient, and proactive service connecting pre-sales, sales, and after sales.

Product quality and after service are always top priorities for Delta IA. Since the debut of global after service training at the Wujiang Plant, Delta IA has organized multiple overseas trainings every year. The training program is a great way to interact and communicate with worldwide front-end FAEs and distribution partners. Through the training, distributors gain deeper knowledge of Delta IA product and maintenance service, and the global service team from Delta IA headquarters gains greater understanding of how front-end partners overcome various difficulties and obstacles to satisfy customer needs. Delta has built a complete after service network integrating a variety of resources. From filing to solving issues, a general service case can be closed in an average of 5 days (repaired or changed). This efficient and excellent service is a great sales boost to Delta IA products.

News Source:IABG Marcom