Service & Support
In the era of global procurement, companies choose not only products, but also reliable service commitments and worry-free cooperation experience.
1. Why is “support and service” an invisible product in B2B office furniture?
In purchasing decisions, professional buyers conduct a thorough risk assessment. Great service design directly addresses these concerns:
- Reduce cross-border procurement risks: Clear processes and commitments can alleviate the uncertainty of "remote transactions"
- Simplify internal management processes: Professional services reduce the project management burden on clients’ internal teams
- Guarantee long-term investment value: comprehensive after-sales support ensures that the product remains in optimal condition throughout its life cycle
- Respond to complex scene requirements: Office projects often involve complex requirements such as space planning, installment delivery, and disposal of old furniture.
Second and fourth-level service systems: service design covering the entire customer journey
The first stage: pre-sales consultation and planning support (transaction catalyst)
The goal of this stage is to use expertise to lower the decision-making threshold.
Core service module:
- Free space planning: Provide professional CAD layout drawings and 3D visualization renderings
- Sample experience plan: Provide on-site experience of key products for bulk purchasing customers
- Configuration consulting: Recommend product combinations based on the customer's specific working model (such as agile team, focused work, etc.)
- Budget optimization plan: Provides configuration options at different levels of "Basic-Standard-Advanced"
Phase Two: Project Management and Delivery Execution (Trust Building Period)
The core of this stage is transparency and professionalism, making complex processes simple and controllable.
Key service commitments:
- Exclusive project manager system: Each project is equipped with a bilingual account manager who serves as the single point of contact
- Fully transparent progress tracking: Provide an online portal to view production and logistics status in real time
International logistics solutions:
- FOB, CIF, DDP and other trade terms options
- Cooperate with well-known logistics companies to provide door-to-door services
- Professional support for customs clearance
Professional installation services:
- Clear installation guide and video provided
- Optional professional installation team service (local or dispatched)
- On-site debugging and inspection after installation
The third stage: after-sales support and maintenance (long-term relationship maintenance)
The goal of this phase is to convert a one-time purchase into a long-term relationship.
Perfect after-sales system:
Graded warranty policy:
- Standard Warranty: Covers defects in materials and workmanship
- Extended Warranty: Optional service that covers longer periods of time
- Lifetime limited warranty: for core structural parts
Quick response mechanism:
- Clear service response time commitment (such as initial reply within 24 hours)
- Localized spare parts inventory to shorten repair waiting time
Maintenance and update services:
- Regular inspection reminder service
- Consumable parts replacement plan
- Product upgrade and refurbishment services
The fourth stage: value addition and continuous empowerment (differentiated competition)
Go beyond basic services to create additional value.
Office environment consulting services:
- Employee usage analysis and optimization suggestions
- Product configuration adjustments based on usage data
Sustainable recycling services:
- Old furniture recycling and environmental protection treatment
- Furniture refurbishment and resale services
Technical integration support:
- IT integration assistance for smart office furniture
- Data docking with office management system
We not only offer quality products, but complete solutions that ensure they operate successfully in your space for the long term.