CUSTOMER SERVICE
Enterprise Information Management System
The company's information management system is complete, utilizing management software and ERP systems, MRP (Material Resource Planning), OA (Office Automation), WFS (Workflow System), establishing personnel organization management, product management, system permission management, sales management, procurement management, production management, and quality management information systems, ensuring smooth information flow within the enterprise.
In logistics distribution, we have established a complete information management system. When constructing a modern logistics distribution center, we established a complete information management system that can communicate with business partners. That is: (1) Demand Management System (also known as Customer Management System), which functions to collect customer demand information, record customer purchase information, conduct sales analysis and forecasting, manage sales prices, handle accounts receivable and refunds, etc. (2) Procurement Management System, mainly facing suppliers' operations, including issuing ordering information to manufacturers and receiving goods, supplier management, procurement decision-making, inventory control, procurement price management, accounts payable management, etc. (3) Warehouse Management System, including storage management, inbound and outbound management, machinery and equipment management, sorting processing, circulation processing, goods tracking management, transportation scheduling, etc. (4) Financial Accounting System, mainly for accounting operations on accounts payable and receivable transmitted from the sales management system and procurement system, while balancing, calculating, and analyzing the entire business and funds of the distribution center, preparing financial statements for each business operation, and connecting with the bank's financial system for transfers. (5) Distribution Management System, whose main function is to allocate the transportation network, find the nearest supply source for each order, reduce logistics internal consumption with timely and accurate information flow, and coordinate the best transportation strategy.
Project After-Sales Service Organizational Structure
After-Sales Service Center
Accountant
Planner
Warehouse Keeper
After-Sales Technical Guidance
After-Sales Technical Guidance
Maintenance Personnel
After-Sales Information Staff
Yunnan Dian Wei New Energy Technology Group Co., Ltd. has achieved horizontal expansion and vertical extension of the industrial chain through unremitting efforts in the new energy field. A complete industrial chain, a strong technical team support, and a professional sales and after-sales team collaboration have earned Dian Wei Group recognition from industry experts, enterprises, and customers; it has now grown into the largest group company with the most complete industrial chain in Yunnan's new energy industry.
The company has set up a special after-sales service center and established a special after-sales service fund.
For this solar photovoltaic power supply equipment procurement and installation project, our company plans to establish a "Project After-Sales Service Center". A "Special After-Sales Service Fund" has been set up, with Liu Kaiye as the team leader for the after-sales service project, and various departments cooperating and coordinating with each other. The company has established standardized after-sales service management systems and standardized after-sales service processes, ensuring that every solar installation is backed by the company's service commitment, relieving every Dian Wei user of worries.
Project Organizational Structure
After the project is signed and implemented, our company will strictly follow relevant standards to carry out our after-sales service work.
After-Sales Service Goals
After-Sales Service Goal: Ensure customer peace of mind and satisfaction! Zero complaints, zero grievances in after-sales service, and a 100% user satisfaction rate! Customers are our priority, and we aim to resolve issues for customers as quickly as possible.
1. Strictly implement all after-sales service systems to ensure that all service standards are executed 100%. Improve customer satisfaction with after-sales service, ensuring a satisfaction rate of 100%!.
2. Customer Complaint Management Goal: Timely handling of customer complaints, responding immediately upon receiving a complaint, and ensuring arrival on-site within 4 hours after receiving after-sales service information, resolving issues within 6 hours. If unresolved, report to headquarters, which will dispatch the project manager responsible for this project, and the headquarters will send engineers to the site within 24 hours.
3. Customer Relationship Management Goal: Conduct follow-ups based on customer needs, ensuring a follow-up rate of 100%. Collect information to understand customer opinions and requirements regarding the company's products or services, ensuring the timeliness and effectiveness of information collection.
4. Requirements for After-Sales Service Work:
① Enthusiastically greet every user, patiently answer questions raised by users, promptly address issues reported by users, and establish phone records and maintenance files. Common phrases in after-sales service include "Hello, thank you, goodbye, sorry, excuse me, you're welcome, this is what we should do."
② The after-sales service department and each distributor must establish complete user profiles.
③ After-sales service personnel must arrive at the service location on time, dressed neatly, and present a tidy and clean appearance.
④ During the service process, after-sales service personnel should explain the correct usage and daily maintenance measures of solar photovoltaic equipment to users and patiently answer questions raised by users.
⑤ After-sales service personnel must not argue with users for any reason.
⑥ After-sales service personnel should provide services according to user needs as much as possible without harming the company's interests.
⑦ During the service period, after-sales service personnel should be polite and civil, avoiding any words or actions that could harm personal or corporate image.
⑧ After completing the construction work, the site must be cleaned up, with garbage placed in garbage bags and taken away upon leaving; it is strictly prohibited to leave construction waste in the user's home.
⑨ After-sales service personnel must not charge any fees under any name within the free service scope. For charges outside the free scope, the project charging standards must be provided to the user before maintenance, and a formal invoice or receipt must be issued after maintenance.
Since the establishment of the company, "Technology Support, Integrity Development" has been the cornerstone of the enterprise. The company adheres to the development philosophy of "improving product quality, ensuring customer satisfaction, and satisfying partners". Through the joint efforts of over 400 employees, the development of Dian Feng's business has become faster, better, and healthier; allowing every customer to feel the sincerity and warmth of Dian Feng people. The group company has now accumulated nine national-level technology patents, providing customers with professional, personalized, and high-quality products and services. A follow-up system and project maintenance card have been established to timely understand the quality status of projects and the requirements of users, always preparing for customers!
Contact Information
Address: First Floor, Administrative Committee of Haikou Industrial Park, Xishan District, Kunming City, Yunnan Province
Store: Building B1-2, Hongju Lamps and Curtain Wholesale Market, Guandu District, Kunming City
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