From The Agent To The Independent Brand "KANFON"
Mr. Huang confidently said that, since its establishment, the Company has achieved sales of more than 3,000 units of equipment, and provided high-quality after-sales services. KANFON X KYODEN has obtained an original technical license for key parts to provide a perfect technical service center and after-sales technical support. 73% of the staff in KYODEN comprise technical service teams, which seek fast arrival at customer factories within two hours to conduct repairs and provide maintenance services in Taiwan. They also maintain sufficient inventory of repair parts long-term. KYODEN is the only company in Taiwan that can repair optical fiber laser source equipment and CO22 laser equipment.
The Digital Transformation Of Manufacturing Services Starts With The Digitization Of Process Management
Thanks to the trust of international manufacturers and the mission to improve after-sales services, in addition to the remote communication and digital efficiency spurred by the pandemic, HUANG, TE-FENG said that KYODEN introduced ServiceJDC by MDS in 2021.
ServiceJDC launched by MDS (2427) is intended to lead enterprises into the age of efficient mobile offices, especially helping in-field workers check in in various platforms, and with task returns, form reviews, customer management, business management, equipment maintenance, contract management, and statistical analysis, centralizing all information in a uniform cloud management platform, achieving added-value in the digital office, fine management, and intelligent analysis.
Mr. Huang said that it is always the commitment and responsibility of KANFON to ensure that customers' equipment generates normal and stable production capacity. Our services include internal and external maintenance of laser source of automated laser processing systems, maintenance of water chillers, annual laser accuracy correction, tooth row accuracy correction and maintenance, regular maintenance of wholly-electric folding machine and laser welding systems, ad-hoc on-site technical support and maintenance, education and training, displacement of machines, installation of new machines, remote technical support and troubleshooting, annual contract delivery, and consumable parts supply. In the past, customers mainly assigned an engineer for tasks via Line and the customer service line. After the engineer provides the service, three hard copies of the maintenance report would be provided, with one handed to the customer after completion. These copies may be returned by the engineer to the corporate headquarters within 3-5 days, and then relevant after-sales service case statistics would be documented, including service content, time spent, parts usage and inventory statistics. The time delay caused by paperwork reduces service efficiency and operational management.
Mr. Huang pointed out that the use of ServiceJDC directly improves the efficiency of engineers' services and statistical operations. KANFON has replaced the traditional hard-copy maintenance report with a digital form in ServiceJDC, where engineers only need to set up tasks on the mobile app, fill in the digital maintenance report form, and issue an e-signature to the customer after completion, directly uploading all data in the field task, and leveraging the accumulated database for analysis so directors in KANFON learn about customer equipment and technical service status instantly, achieving the expected win-win of cooperation between KANFON and customers.
Not only are data statistics more user-friendly and convenient, Mr. Huang said that managers also benefit from the convenience of ServiceJDC. Currently, supervisors regularly review real-time statistical data for tasks, and then can understand the repair situation of each customer's equipment, statistics on different types of operations, the number of tasks performed by engineers, and work efficiency, and can then provide regular performance evaluations for engineers based on complete data.
ServiceJDC helps manufacturing services make improvements: inventory response, reminder of regular maintenance, and construction of digital service processes
Mr. Huang said that engineers and managers have been given full access to ServiceJDC, and real-time statistical data helps them better understand the inventory of parts and place orders early as needed, without worries about delays due to the pandemic and the Ukraine-Russia war.
In addition, we also expect that ServiceJDC will integrate more management services in the future, such as setting scheduled reminders for regular maintenance directly for customers, and accessing history data in the process of contract change or renewal to understand about customer maintenance times, parts required, and procurement suggestions.