Recently, JWELL officially launched a deep reform centred on ‘customer experience’. We know that winning the market not only depends on products, but also on excellent service. For this reason, we have built a three-in-one service system of ‘Account Manager – Solution Manager – Delivery Manager’, aiming to improve the service quality in all aspects, and to forge an indestructible customer reputation. This is not only a role adjustment, but also a comprehensive upgrade of the service concept!
1. Core reforms
Core reforms: the Trinity, seamlessly linking core reforms to customer value
Account Manager: your dedicated advocate
JWELL’s Account Managers, will think 100% in the customer’s shoes! They are no longer simply sales representatives, but your allies within JWELL. Their core mission is to understand your needs and challenges, to listen to you, and to make every effort to ensure that your interests are prioritised at every step of the way. This means closer communication, more sincere listening, and a firm stance that your satisfaction is always the goal.
Programme Manager: Precision Shaper of Professional Programmes
When a requirement is clearly communicated, the solution manager responds immediately – we ensure that your requirements are directed to the corresponding technical experts with a professional structure that is finely divided by components. As an integrator of technology and solutions, the solution manager relies on modular knowledge deposits to transform requirements into tailor-made solutions, and initiates special tests to verify the feasibility of the solution after it is generated: through component performance tests and machine linkage tests, the feasibility of the solution is strictly controlled.
This solution management system has been tried and tested in Kautex Germany and is recognised in the global market. What we have delivered is a future-proof technical solution that combines the logic of German precision with the genes of Chinese manufacturing efficiency.
Delivery Manager: the guardian of a hassle-free experience throughout the process
The programme is on the ground and the service goes beyond. Delivery managers are the solid backing for your smooth project implementation and after-sales experience. They are fully responsible for the production, delivery, installation and commissioning of the product and subsequent after-sales service support, committed to providing you with a worry-free experience. From project initiation to after-sales care, delivery managers ensure that each link is smooth and efficient, responding to your needs in a timely manner and solving your worries, so that you can really feel the reliability and temperature of JWELL services.
Synergy: 1+1+1 > 3, multiplying the value of services
These three roles do not operate in isolation, but form an efficient and synergistic ‘Iron Triangle’. The account manager delivers the demand, the programme manager designs the solution, and the delivery manager implements it – all three are closely coordinated and intertwined:
Seamless flow of information: more thorough understanding of requirements, more accurate solution design, and smoother delivery execution.
Efficient integration of resources: internal barriers are broken down, and the team focuses on the common goal – customer satisfaction.
Experience through the whole process: from the first contact to project delivery to long-term use, customers feel the integration of JWELL, high-quality coherent services.
Value-added services and deepening actions: all-round support for customer development
Flexible financial support, respecting your cash flow arrangements: We understand the financial needs of companies at different stages of development, and JWELL is committed to respecting our clients’ payment methods and cycles. Under the premise of controllable risk and long-term interests of both parties, we can provide customised financial services support, aiming to help your project smooth progress and business growth, to achieve a truly win-win cooperation.
Professional labs empower your product and solution innovation: JWELL has professional lab facilities and experienced technical teams. We not only serve internal R&D and quality control, but also open our resources to our partners. Whether it is testing and validation of new materials, optimisation of production processes, or feasibility studies of customised solutions, our labs are ready to provide you with professional technical support and services, and to be your reliable partner on the road to innovation.
Listening to Customers, Deepening Mutual Trust through High-Level Visits: In order to listen more directly to your valuable opinions and gain insights into the market’s cutting-edge needs, the management of JWELL has initiated an important action: we are actively arranging for general managers of various business lines to conduct a programme of high-quality customer visits. These high-level dialogues are designed to deepen mutual understanding, explore new opportunities for strategic cooperation, and ensure that our service system can accurately match your core concerns and development blueprint.
Reform Goal: Enhance Service Quality and Build a Reputation for Excellence
The ultimate goal of this reform is clear and firm:
Enhance service quality: Through specialised division of labour and in-depth synergy, we can make our service response faster, solution better, delivery more stable and after-sales more attentive.
Improve customer reputation: We believe that when customers experience JWELL’s new service model that focuses on them and feel unprecedented respect, professionalism and reliability, word-of-mouth and trust will naturally accumulate and become JWELL’s most valuable brand assets.
2. New Chapter
The reform of JWELL’s ‘Iron Triangle’ service system is a milestone in our commitment to ‘customer-centricity’. It is not only a redistribution of responsibilities, but also a reshaping of service genes. We firmly believe that proactive service beyond customer response comes from the endogenous power of continuous innovation of JWELL!
All the staff of JWELL is ready to create irreplaceable value for you with the sincere endorsement of the customer manager, the professional craftsmanship of the programme manager and the reliable guardianship of the delivery manager in striving for innovation! Let’s work together to develop a new era of intelligent manufacturing with technological innovation as the blade and customer trust as the shield!