Delta Industrial Automation Business Group (IABG) was established in 1995 and began its dedication to the automation business with the launch of its first AC Motor Drive. For over two decades, IABG has continuously innovated and provided single components such as drives, servo systems, PLCs, screwdriving systems, and industrial robots, as well as integrated solutions. IABG operates through 84 branches and 904 distributors worldwide, with a total of 144 Authorized Service Partner (ASP) locations across 67 countries.
Amid the megatrends of Industry 4.0, AI, and smart factories, the sales volume of Delta's industrial automation business continues to grow, which has led to a greater demand for customer services in the global market. Traditional repair and technical services have evolved into integrated, cross-functional resources and customized services, such as regular preventive maintenance to extend product lifespans. These comprehensive services are made available through Delta's advanced, upgraded level of after-sales support, regardless of time and location.
Delta has long put substantial effort into providing after-sales service to foster customer relationships and build brand value. Through high-quality support, Delta strives to enhance customer satisfaction and loyalty, strengthen market competitiveness, and achieve long-term business growth and development. Playing a vitally important role in boosting customer satisfaction Delta’s Global Service (GS) team optimizes the product service experience, and provides a seamless, one-stop service with no time zone differences, enabling customers to purchase in one location and receive service globally. Whether hardware or software, Delta’s after-sales services include original factory repairs, level two repairs, on-site services and maintenance, and more. Besides having a powerful global service team, Delta collaborates closely with overseas branches and distributors to build a solid global industrial automation service network.
Eilleen Wu, Manager of Global Service Department, Delta IABG, remarked, “In a highly competitive market, superior customer service is the key to standing out. The GS team is committed to being the most trusted partner for customers, listening to their needs and feedback, and offering innovative services that align closely with the market to exceed their expectations. More importantly, the GS team provides professional and efficient technical support, swiftly resolving any issues encountered during product use to ensure the best customer experience. Last but not least, through close cooperation and communication with global ASPs, the overall service value is greatly enhanced, creating a win-win situation for all.”
The Customer Service team at Delta IABG’s Thailand branch mentioned, “IABG leads in overseas service, outperforming most industrial automation brands in repair coverage and density. Compared to the first half of 2023, the increase in equipment exported from Taiwan and Mainland China to Southeast Asia has also driven a 30% growth in service cases. Recently, several key accounts have procured Delta’s industrial robots from Southeast Asia and sold them to end users’ manufacturing sites worldwide. Delta's ASPs in this region, having prepared spare parts and backup machines in advance, are capable of providing on-site service whenever needed, solving problems within one to two days. This agile response has garnered positive feedback and trust from customers as well as prevented customer equipment from downtime resulting in business losses.”
“What’s more, Delta's overseas robot stations span three continents: Europe, America, and Asia. So far, the largest number of stations are in Taiwan, Mainland China, India, and Thailand. Beyond Southeast Asia, Delta's global customer service system also provides comprehensive repair and maintenance services for robotic arms in Europe and America. We believe that to rise above the intense market competition, after-sales service is where to showcase our differentiation and customization. We are very pleased that our Global Key Accounts are located within our service areas. Providing customers with high-quality, efficient service and care is a goal and mission we are always eager to pursue.”
The Customer Service team at Delta IABG’s Netherlands branch indicated, “Although Delta offers a wide range of industrial automation products, its planning and processes for customer service are relatively comprehensive. According to product types, different regions provide diverse approaches tailored to local customers. Given the various needs, Delta’s dedication to professional training is seen in many aspects including face-to-face training, hands-on practice, and the online learning resources that ASPs require. When field application engineers face downtime pressure, they can quickly identify the root cause and obtain recommended solutions from Delta’s well-designed, user-friendly troubleshooting guides. This not only saves time in problem identification and cross-referencing but also enhances service efficiency while increasing knowledge and practical skills.”
Delta’s high-quality, efficient overseas service rapidly resolves client issues through its global service network, embodying the concept of "Glocalization." Moreover, the product warranty can be extended up to 10 years with free replacements or repairs within the warranty period, thus extending the product lifespan and reducing maintenance costs. In terms of discontinued products, repair services are provided for up to 5 years. This policy brings higher assurance, lower risk, and a better user experience for customers, representing a value-added service.
Delta IABG is doing its utmost to train global partners. From 2023 to 2024, the GS team has arranged multiple in-person sessions at branches in Taiwan, India, Mainland China, Thailand, and the Netherlands, inviting ASPs, distributors, and Delta colleagues to participate. The five-day training courses are diverse and fruitful, covering new product introductions, hands-on practice, client issue discussions, technical exchanges, certificate issuing, and online resources promotion. Through instructor demonstrations and group practice, attendees can quickly master the latest technologies and applications to enhance their professional skills and knowledge.