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Service commitment

Service

服务承诺

 The company adheres to the business philosophy of taking customer's demand as the center and customer's satisfaction as the goal, and constantly innovates in management, technology, product, engineering, service and other aspects, surpasses itself, and provides customers with high-quality products and services that meet the requirements, and continues to serve China's power intelligent construction!

In line with the concept of "quality first, service first, integrity first", we wholeheartedly provide customers with high quality and high price products.

Our company's technical service system is sound and standardized. The customer service center of the company's headquarters is equipped with a professional team of full-time and experienced technical support engineers, who can be sent to all places for professional guidance, technical training, support and after-sales service at any time. In order to better serve customers, there are 7 professional technical service departments in China, 26 offices covering 31 provinces, municipalities directly under the central government and autonomous regions. Many professional technical service engineers are stationed in the district and provincial capital cities to respond to customers' requirements at any time.

Our technical service engineers are all graduates of computer software engineering, automation, electronics and computing technology, among which 85% have college degree or above. With many years of working experience, familiar with various applications in the power system industry, and after strict training, familiar with the power metering product knowledge, with rich on-site technical service experience. And for the technical specifications of power metering products, we have strengthened the training, so that our technical service engineers have mastered the needs of customers for power metering products, and laid a solid foundation for technical services.

◆ technical service system: it is composed of call center, application service group and research room, forming a three-tier service system.

◆ on site service system: it is composed of sales department and service engineers stationed in each province. It keeps the closest space distance with users and can send people to the site designated by users in the shortest time to solve problems for users.

Service commitment:

1. 7 × 24 hot line: the company's headquarters and sales department in each province have a 24-hour service hotline 7 days a week, which uses the remote diagnosis function to solve the problems raised by users at any time.

2. Whole process service: our company will provide engineering design, product supervision, inspection, civil engineering, installation, commissioning, acceptance, performance acceptance test, operation, maintenance and other corresponding technical guidance, technical cooperation, technical training and other whole process services related to the contract equipment.

3. Installation training: send enough technical service personnel with engineering experience to the site for technical service according to the actual installation requirements of the customer, be responsible for solving the manufacturing quality, performance and other related problems found in the installation, commissioning and trial operation of the contract equipment, and make the technical performance, operation methods, problems that should be paid attention to in use and common troubleshooting methods according to the needs of the user. The explanation training.

4. On site service: in case of quality problems in the construction and operation of products, the company will respond within 1 hour and send experienced technical engineers to the site to deal with the problems according to the distance of the location within 24 hours, and submit solutions within 3 working days to ensure reasonable and satisfactory results to users.

5. Upgrade service: when the system version is upgraded, our company will provide a full set of upgrade service for free to ensure the continuous use of the product. Upgrade services include: data backup; application upgrade; database upgrade; data recovery; upgrade training guide, etc.

6. Regular maintenance: during the service life of the product, our company will regularly monitor the use of the product remotely or on site, carry out preventive maintenance, and report the results to the customer.