Customer Service
AirTAC is committed to delivering superior product quality and customer service. Through extensive information gathering—including customer complaints, quality-related return issues, and audit findings—the Company identifies directions for continuous improvement. In accordance with the ISO 9001 international quality management system standard, AirTAC has established a quality management system and developed a Quality Handbook as the guiding framework for comprehensive quality implementation and departmental practices. Among its major production sites, AirTAC Ningbo (certificate validity: July 22, 2024–July 22, 2027) and AirTAC Guangdong (certificate validity: November 15, 2023–November 14, 2026) have both obtained ISO 9001:2015 certification. By providing products and services that align with market trends and customer needs, AirTAC aims to achieve customer satisfaction and sustainable operations, and strives to become a long-term strategic partner for global automation machinery and equipment manufacturers.
It is our goal and responsibility to listen to the voice of our customers and fulfill their needs. As we are committed to providing excellent product quality and customer service, we adhere to the corporate core value of "people-oriented, sharing, development and responsibility" and have always implemented the concept of "respect our customers and customers first." We have over 100 direct and independent distributors, and service operating locations worldwide. We provide a full range of special and satisfying customer service experience with our hundreds of sales personnel and a highly skilled after-sales service team, while at the same time offering personalized and customized services.
Establishment of Customer Relationship Management (CRM) System, Providing Customized Products and After-Sale Services
The Company manages customer service via the CRM system. CRM system has several big data analysis and linkage including data analysis, error warning, warranty service to increase customer service efficiency, and data analysis basis. We enhance customer service, and customer satisfaction to increase customer delivery value and build a long-term, stable, trusting relationship with customers to further attract new customers so as to maintain existing ones, increase efficiency, and competitive advantage.
CRM System Features
Through CRM system features, AirTAC can get hold of product status and customer status promptly. We also analyze data to provide customers with personalized products and excellent after-sale service protection.
Customer Satisfaction
AirTAC provides multiple service communication channels and values customer feedback and suggestions. We collect information and conduct analysis and improvement to enhance service satisfaction through various communication channels such as frequent customer visits, distributor management, and annually distribute satisfaction surveys to the top ten customers in each region.
The subjects of the Company's customer satisfaction survey are customers who have business relations with AirTAC. The customer satisfaction survey of AirTAC China is conducted in 10 parts. In 2024, 94.15% of customers gave a score of 10 out of 10 with the top 3 categories being: service attitude, response speed, and professional capacity. More than 92.56% of customers gave a score of 10 which suggests that our customer satisfaction has been improving over the years. In terms of investigations with room for improvement, we adhere to the service concept of "respect customers and customers first" when making improvements.
Moreover, we use the customer satisfaction survey results as our benchmark to make continuous improvements. We explore customer needs through proactive services and provide our improvement record back to our customers to create differentiated competitiveness. Innovative proactive customer service, internal process optimization, and improvement innovation are implemented into daily operations. We provide customers with extensive solutions with our positive attitude from assurance to quality improvement.
Customer Complaint Handling Process and Mechanism
In addition to proactively collecting customer feedback and establishing the "Customer Rights Protection Policy," the Company has also implemented the "Customer Complaint Handling Procedures." Customers may express their opinions not only through the Company's CRM system,but also via all business locations and dedicated hotlinesacross the Group. The Company ensures that every customer complaint is properly tracked and handled in a timely and effective manner.
√ Prompt Response: Upon receiving a customer complaint, personnel at each business location provide initial information and a preliminary reply to ensure that customers receive timely responses and to build trust.
√ Product Replacement: For products with available in-house inventory, replacement will be completed within 2 working days. If the product is not in stock and requires production, replacement will be carried out within 5 days to 2 weeks.
√ Analysis Report: A preliminary analysis report will be provided to the customer by the Sales Support Department within 3 working days. If the issue is related to production, an analysis report will be issued within 2 weeks following internal reviews by the R&D and technical units and discussions with suppliers, in order to accurately identify the root cause.
√ Effective Improvement and Recurrence Prevention: Once the issue is accurately identified, short-term and long-term corrective actions will be formulated to prevent similar problems from recurring.