In-sales Service Plan of Liyang Nanfang Activated Carbon Factory

I. In-sales Service System

Core In-sales Objectives: Strictly control product quality, ensure on-time delivery, provide full-process follow-up, and implement on-site technical disclosure. This system solves common industry problems including delayed delivery, inconsistent product quality, improper product application after arrival, and non-standard filling operations.

1.1 Full-process Quality Inspection Control in Production

After order confirmation and placement, production is carried out in strict accordance with the technical indicators agreed with customers. A three-level quality inspection system is implemented to prevent unqualified products from leaving the factory:

Raw Material Inspection: Verify the indicators of raw materials such as coconut shell, fruit shell, coal and wood chips to control the basic product performance from the source.

Production Patrol Inspection: Real-time monitoring of activation temperature, pore structure and moisture content during the production process to ensure batch stability of products.

Final Factory Inspection: Before delivery of each batch of products, core indicators including iodine value, strength, ash content and moisture content are fully tested. Each batch is attached with an exclusive batch quality inspection report, realizing one inspection per batch and one file per order.

1.2 Full-process Order Follow-up and Timeliness Guarantee

Order Filing: Establish a dedicated order file for each customer, recording working conditions, product specifications, production progress, delivery information and docking personnel to achieve full traceability.

Progress Synchronization: Synchronize the production progress with customers on a daily basis, and timely inform customers of each node including stock preparation, production, quality inspection and delivery, enabling customers to grasp the order status in real time.

Delivery Timeliness: Conventional in-stock products are delivered within 24 hours; customized products are delivered strictly in accordance with the contract cycle; urgent orders are scheduled with priority to avoid unreasonable delays. In case of extreme circumstances, proactive communication will be conducted and corresponding compensation solutions will be provided.

1.3 Standardized Logistics and Arrival Guarantee

Packaging Protection: Adopt special moisture-proof, dust-proof and damage-proof packaging according to different product types. Granular activated carbon is specially packaged to prevent breakage, and powdered activated carbon to prevent powder leakage, eliminating transportation loss.

Logistics Tracking: Provide logistics waybill number and driver information after delivery, track the whole transportation trajectory and synchronize logistics status in real time. Special vehicle distribution is prioritized for remote areas and large engineering orders.

Arrival Acceptance: After the products arrive at the site, assist customers in quantity counting, appearance acceptance and indicator verification, guide customers in standardized sampling and testing, and help handle unexpected problems such as damaged or missing goods on arrival.

1.4 On-site Technical Disclosure and Implementation Guidance

We adhere to the service principle of technical guidance follows product delivery to avoid blind operation by customers after receiving goods:

For conventional orders: Provide the Product Operation Manual upon delivery, and offer one-on-one online guidance on filling, pavement, equipment commissioning and key notes for startup operation.

For large engineering orders (adsorption tower and filter tank filling projects): Arrange professional technicians to provide free on-site guidance, standardize filling thickness and compaction density on site, and avoid common problems such as uneven filling, air flow short circuit and abnormal pressure drop.

Personnel Training: Provide free practical operation training for customer operation and maintenance personnel, covering core skills including daily maintenance, parameter adjustment, fault troubleshooting and activated carbon replacement cycle judgment.

II. Service Implementation Guarantee and Assessment Mechanism

To prevent the service system from becoming a mere formality, a three-tier guarantee system consisting of dedicated organization, standardized processes and performance assessment is established to ensure 100% implementation and execution of all service clauses.

2.1 Organizational and Personnel Guarantee

Establish Dedicated Technical Service Department: Equipped with full-time professional technicians responsible for working condition survey, solution design, on-site commissioning and operation & maintenance training, independently undertaking pre-sales technical support, in-sales on-site guidance and after-sales operation and maintenance services.

Arrange Full-time After-sales Customer Service Staff: Specialized personnel are responsible for customer docking, regular follow-up visits, problem registration and progress tracking, eliminating delayed response caused by sales staff concurrently undertaking service work.

Dual-team Customer Service Mechanism (Sales + Technical Staff): A dual-person responsibility system is implemented for all key customers. Sales personnel are in charge of business negotiation and docking, while technical personnel provide full-process technical services, with clear division of rights and responsibilities.

2.2 Process and System Guarantee

Standardized and Documented Full Service Processes: Exclusive standardized forms are applied to all links including working condition research, solution formulation, quality inspection, delivery arrangement, customer follow-up and after-sales problem handling, realizing full-process record keeping and traceability.

Lifelong Customer File Management System: Customer information, working condition data, service records and problem ledgers are permanently archived to sustain long-term cooperative follow-up and avoid repeated communication and confirmation.

2.3 Performance Assessment Guarantee

Service quality is incorporated into the employee performance appraisal system. Key assessment indicators include pre-sales solution accuracy rate, on-time delivery rate, after-sales response efficiency, customer complaint rate and customer satisfaction degree.

A standardized reward and punishment mechanism is implemented. Rewards are granted for zero customer complaints and positive customer feedback. Strict accountability and rectification will be carried out for customer complaints caused by service errors, delayed responses and poor service attitudes.