Beyond Time Zones: The Story of Turning After-Sales Support into Empowerment

As soon as I arrived at the company on Tuesday morning, a message popped up in the technical support group, With the anxiety of French customer Pierre - the bending angle of the ZYCO bending machine in their workshop suddenly could not be adjusted correctly.

Pierre spoke quickly over the phone, explaining that he'd recently tried to optimize the production process, so he fumbled around and tweaked a few parameters in the system. The result was that the steel plate was still off by about two degrees after turning the machine on again. "This batch of parts for new energy projects requires extremely high precision. Now the machine is 'disobedient' and I dare not touch it anymore."

Without hesitation, our after-sales engineer, Lao Wang, immediately launched the remote assistance software. When the screen is turned on, you can see the ZYCO bending machine in Pierre's workshop with the light on and plates waiting to be processed piled next to it. Pierre held up his phone and brought the screen of the operating panel in front of the camera, his tone full of helplessness.

Lao Wang first asked him to take a picture of the current parameter page, and then he helped him sort it out bit by bit according to the manual: "Look at this 'bending compensation coefficient'. The value is wrong now. It needs to be adjusted back to the standard value; and the 'lower die depth calibration' also needs to be reset." Even though the screen was thousands of kilometers away, Lao Wang circled every place that needed adjustment on the shared interface with his mouse as if he was standing next to Pierre.

Pierre, wearing headphones, listened while pressing buttons on the control panel, occasionally pausing to ask, "What does this button control? I didn't dare touch it before."

Interestingly, after the bending angle problem was solved, Pierre's curiosity was piqued. He simply pulled Lao Wang aside and asked him about all the functions of the machine one by one. "Can this 'automatic bending sequence' save time?" "How can I use the 'mold library memory' more conveniently?" He took a notebook and wrote down every functional point that Lao Wang talked about. His seriousness was like that of a child who had just come into contact with a new toy.

An hour and a half later, Pierre successfully folded out a sample with precise angles using the adjusted machine. He walked in front of the camera holding the sample, gave the phone a thumbs-up, and said excitedly, "Thank you so much, Lao Wang! Now I have not only solved the problem this time, but I feel like I have truly mastered this machine! I will have a better understanding of the parameters in the future."

After hanging up the remote call, Lao Wang said to us with emotion: "When it comes to after-sales service, sometimes it's really not just about fixing a problem. Customers want to truly understand how to use the machine, so that they can work with confidence."

Looking at the lights in Pierre's workshop on the screen, and then thinking about the machines in our own workshop, I suddenly felt that this is what good after-sales service should be like - not only repairing the machines, but also teaching customers the ins and outs of using them, so that trust can transcend time zones and slowly take root with every patient guidance.