I. Service process framework
1. In-depth communication of needs (1-3 days)
Goal: Accurately capture the core needs and pain points of customers.
Action:
Arrange professional teams (technology + business) to meet with customers face-to-face/online to clarify product functions, performance, usage scenarios and other needs.
Provide a template for a demand list to assist customers in sorting out the customization direction (such as hardware specifications, system function modules, interaction logic, etc.).
Synchronize design requirements: If the customer needs visual optimization (such as device appearance, UI interface), start the designer docking and initially communicate the style and brand tone.
2. Solution design and proofing (5-10 days)
Technical solution:
Generate customized technical solutions (including hardware selection, system architecture, data interface, etc.) according to the needs, and attach professional suggestions (such as cost optimization, mass production feasibility).
Proofing and mold opening:
Proofing stage: Provide 3D drawings or prototype samples for customer confirmation free of charge (such as structure, size, functional prototype).
Mold opening instructions:
If the product requires customized molds (such as shells, mechanical structures), clearly inform the customer that the mold costs are borne by the customer.
After the promised order volume reaches X pieces (threshold needs to be set according to actual cost), the mold fee will be fully refunded.
Provide mold development cycle estimate (e.g. 3-7 days).
3. Solution confirmation and contract signing (2-3 days)
Drawing confirmation: After the customer confirms the final sample or drawing, enter the contract signing process.
Contract content:
Clarify product specifications, acceptance criteria, delivery time, payment method (deposit ratio recommended 30%-50%).
Additional terms: mold fee refund conditions, after-sales support scope (such as warranty period, maintenance service).
4. Customized production (≤45 days)
Starting node: After the contract is signed and the deposit is received, the mold completion is the production start date.
Production stage:
Hardware production: strictly follow the confirmed drawings or samples, and monitor quality throughout the process.
System development: synchronously complete customized software system development and testing to support customer data docking needs.
Progress synchronization: feedback production progress to customers every week (such as mold completion, hardware assembly progress, system test results).
5. Delivery and acceptance
Delivery time: The total cycle does not exceed 60 days (special needs or force majeure need to be negotiated in advance).
Acceptance process:
Customers can apply for on-site inspection or remote video acceptance.
Provide product manuals, quality inspection reports and operation training support.
6. After-sales and iteration support
Warranty service: Provide 1-3 years warranty, support free repair or replacement of faulty hardware.
Demand iteration: Optimize system functions or hardware details according to customer feedback, and continuously upgrade services.
II. Special support for design services
Design collaboration process:
Demand analysis: Designers communicate with customers about brand tone and target user groups (such as high-end business and mass consumption).
Style proposal: Provide 2-3 sets of design drafts (such as hardware appearance, system interface, user interaction process).
Modification feedback: Adjust the design according to customer opinions until final confirmation.
Design scope:
Hardware appearance: industrial design, structural optimization, material recommendations.
System UI/UX: interface style, operation logic, data visualization solution.
Promotional materials: product banner, brochure, 3D display map, etc.
III. Key points
Delivery management:
The mold development cycle needs to be calculated separately (usually 3-7 days), and the production cycle starts from the date the mold is completed.
If the customer temporarily modifies the requirements, the delivery period needs to be re-evaluated and a supplementary agreement needs to be signed.
Risk control:
Inform customers in advance of the particularity of customized products (such as non-standard parts cannot be returned or exchanged).
Sign the "Sample Confirmation" before production to ensure that both parties have no objection to the product standards.
IV. Flowchart
Demand communication → Solution design → Proofing/mold opening → Confirmation of drawings → Contract signing → Deposit payment → Production start → Delivery acceptance → After-sales support
↑ Design collaboration (optional) ↑
V. Customer value points
Professional empowerment: Combine customer needs and technical feasibility to reduce trial and error costs.
Transparent and controllable: Full progress synchronization, key node confirmation, and customer right to know.
Cost optimization: Encourage long-term cooperation and bulk purchases through the mold fee refund policy.
If you need to further refine a certain aspect (such as contract template, acceptance criteria), you can communicate at any time!
