Customer Service Management and Satisfaction
Customer Relationship Management
Brogent believes that good customer relationship management concerns customer loyalty and profits, and providing customers with equipment maintenance recommendations and paying attention to the availability of customers' equipment will extend the service life of equipment and reduce the damage to the environment. This will allow customers to stably operate in the long-term, continue to upgrade and maintain the educational and fun functions of our equipment, and create a positive cycle.
When a location of operations receives a customer complaint or dissatisfaction with the quality of activities, Brogent will handle it according to the following procedures:
Maintenance and Repair Process
Brogent has a customer service unit and established the "Maintenance and Repair Management Regulation," setting forth work rules for after-sales maintenance and repair for various products and services within the warranty period, after the warranty period, and without warranty, in order to improve the quality and contents of after-sales services. Brogent appoints dedicated sales and technical contact persons for different customers. The contact persons are responsible for maintenance and repair projects, incident reports, maintenance and repair orders, component inquiries and quotations, technical consultation, video uploading, and on-site services.
In addition, we established diverse customer service and feedback channels. The Customer Service Department analyzes the root causes of incidents reported by customers, provides them to the management unit to communicate and make improvements with relevant internal departments in accordance with the warranty conditions of the supply contract, and regularly tracks improvement results. Warranty responsibilities may also be fulfilled by suppliers, which improve product quality at the same time to meet the needs of different customers.
There were no major customer complaints in 2024, but there were 590 records of feedback received or operation of this mechanism, and 93% of the cases have been resolved.
