Diary of Sales Consultant: How Multinational Delivery Achieves "Zero Distance" After Sales

Diary of Sales Consultant: How Multinational Delivery Achieves "Zero Distance" After Sales

Speaker: Tammy Tao, Senior Sales Consultant, Leichman

Tammy Tao, Sales Consultant from Leichman, presents a case study from Mexico. The case study includes remote technology matching, cross-border logistics tracking between China and Mexico, and 24-hour after-sales support in English, Chinese, Spanish, and Spanish.

I. Demand communication: a technical match across 13,000 kilometers

In June 2023, an inquiry was received from Monterrey, Mexico. The inquiry was from Carlos, who is the purchasing director of a local automotive steering knuckle supplier. Carlos wrote in his email, "We need a cost-effective turret machine that can replace the Japanese brand, but we are concerned about the precision and after-sales response time of the Chinese equipment."

During a subsequent Zoom meeting, Carlos further elaborated on the challenges faced:

High accuracy requirements: components must meet US GM standards, with an ID tolerance of ±0.008mm;

Multinational after-sales concerns: "In the event of equipment failure, what is the response time?";

Language barrier: shop floor operators primarily speak Spanish and are uncertain about the efficacy of the training.

I promptly implemented Leichman's multinational service standard operating procedure (SOP):

1. Technical solution is the localization of the LCT-580M international version turret machine, which is recommended for the Americas market. This machine is equipped with an English/Spanish bilingual CNC interface, enhanced spindle heat dissipation design, and passed CE certification and North American NRTL safety standards. The latter two solutions are intended to verify trust remotely.

2. Live broadcast of the equipment trial machining process, the customer observing the machining accuracy in real time;

The trial machining parts will be transported to Mexico by air, and the customer's third-party testing organization will issue a report (measured tolerance ± 0.005mm).

3. After-sales commitment visualization:

Signed service agreement: fault response ≤ 2 hours (remote);

Provide operation manuals and training videos in Spanish.

Carlos confirms the order on the same day after receiving the test report, stating, "You have thought two steps ahead of the Japanese supplier!"

II. Cross-border delivery: A duration of 22 days was allotted for the transparent tracking of the goods from the factory in China to the workshop in Mexico.

The customer insisted on the payment being made after inspection, which rendered logistics a pivotal component of the process. To this end, Leichman's comprehensive full link monitoring program, encompassing air, land, and sea transport, was adopted.

Stage/Service Details

- China Factory: Equipment video recording with no blind spots, anti-salt spray coating packaging, and GPS temperature and humidity tracking

- Shanghai Port Shipping: Prioritized loading to minimize sun exposure on the deck, with weekly delivery of container positioning and environmental data

- Los Angeles Transit: A U.S. team will be present to open the box for random inspection and replace the Mexican standard power plug (confirming the customer's voltage in advance).

For ground transportation to Mexico, a local armed escort team will be hired, and a full video will be provided of the unloading process.

Upon the equipment's arrival three days ahead of schedule, Carlos expressed astonishment, stating, "Even the humidity log card affixed to the shipping crate consistently indicated a relative humidity level below 60%, which is particularly noteworthy. This level of meticulous control instills a sense of confidence and assurance."

III. The after-sales battle, which required a 72-hour resolution to the "culture clash" crisis, ensued.

Two months following the installation of the equipment, the workshop supervisor José placed an emergency call, stating, "Spindle temperature alarm, but we do not have access to view the error code!" (Note: Japanese equipment frequently locks down access to the bottom of the hierarchy.)Leichman's response strategy involved remote intervention:

He logged into the equipment system remotely via a virtual private network (VPN) and discovered that the coolant concentration was dropping due to the humidity during the Mexican rainy season. He then sent a Spanish-language version of the Rainy Season Maintenance Guide, which included instructions for adjusting coolant ratios.Cultural adaptation:

It was determined that Mexican employees are accustomed to verbal communication, and consequently, monthly Spanish-language video conferences (with screen-sharing presentations) were implemented.Prior to the Chinese New Year, a customized Spanish version of the calendar was disseminated, indicating the equipment maintenance nodes.Proactive Upgrades:In January 2024, a complimentary upgrade to the Predictive Maintenance System was executed, providing two weeks' warning of potential failures.

In addition, José has communicated to his colleagues that Chinese brands' after-sales service prioritizes education over mere machine repair, emphasizing the importance of maintenance.

IV. Why do international clients choose Leichman?

This cooperation allows customers to obtain the following benefits:

A 28% reduction in purchasing costs compared to Japanese equipment of the same specification, and a 15% reduction in energy consumption;An improvement in efficiency, as demonstrated by the reduction of tool change time from 4.2 seconds to 2.8 seconds through Leichman's process optimization suggestions;Strategic upgrading, evidenced by our status as the second-tier supplier of Tesla's Mexico Superfactory, attributable to our stable quality control.

Leichman's global service model maintains the following characteristics:Technology front: Hardware optimization for target markets (e.g., anti-humidity/heat/dust design);After-sales service without time difference: Technical support centers in China, the USA, and Germany respond in succession;Respect for localization: Multi-language support in English, Spanish, German, and French to avoid "translation loss."

In the past, international customers selected Chinese equipment primarily based on its cost-effectiveness. However, Leichman has evolved its business strategy, adopting a proactive approach to meet the needs of enterprises in Mexico, Germany, Vietnam, and other regions. This shift has led to a notable shift in perception, with these enterprises recognizing the importance of Chinese precision and expressing a strong preference for it.

Should you be seeking a CNC machine tool partner who possesses both a profound understanding of technology and a comprehensive grasp of multinational service, you are cordially invited to initiate communication with us. Leichman offers on-site inspection and reception services and eagerly anticipates the opportunity to engage in a face-to-face dialogue concerning production optimization solutions.

Sales link: slant bed cnc lathe machine with Power Turret CK108MY (leichman.cc)