Customer Service

"The starting point of service is understanding our customers' true needs"—this is the philosophy consistently upheld by Shandong Kangdi Aluminum's customer service team. Rather than simply meeting superficial customer needs, Kangdi Aluminum prioritizes "deep insights"—through multi-faceted communication and research, we uncover customers' "unspoken expectations" regarding product usage scenarios, cost control, and future development plans, laying a precise foundation for subsequent service. To accurately capture demand, the company has established a customer needs research system. For new customers, dedicated account managers visit them to gain firsthand insights into their production processes, product application scenarios, and quality requirements, while also gathering insights into development trends and potential needs within their respective industries. For existing customers, quarterly "demand follow-up visits" are conducted through workshops and online questionnaires to gather feedback on product usage and identify pain points and improvement suggestions within existing relationships. Furthermore, the company regularly analyzes policy changes and market demand within its customers' industries, proactively predicting trends and providing solutions.

Last year, a new energy vehicle parts customer planned to develop a lightweight aluminum extrusion for battery packs, specifying only the basic requirements of "light weight and high strength." During the visit, Kangdi Aluminum's account manager discovered that the customer also faced potential challenges with tight production cycles and low subsequent assembly efficiency. Based on this insight, the team not only achieved a 15% weight reduction and a 20% strength increase by optimizing the profile structure during product development, but also communicated assembly details with the customer in advance, designing the profile with a "pre-punched + slotted" structure, significantly reducing subsequent assembly time. The account manager exclaimed, "Kangdi Aluminum not only met our needs but also helped us solve unspoken challenges. They truly understood us!"

The delivery of aluminum profile products is not the end of service, but the beginning of a comprehensive service journey. Focused on the goal of "giving customers peace of mind and peace of mind," Shandong Kangdi Aluminum has established a comprehensive service system encompassing "design, production, and after-sales," ensuring that customers experience professionalism and attentiveness at every stage of the collaboration.

For the design phase, the company has established a "customer-specific design team" comprised of experienced structural engineers and materials engineers to provide one-on-one design services tailored to customer needs. The team will provide professional advice on material selection, structural optimization, and process adaptation, taking into account the client's product application, operating environment, and cost budget. They will even create 3D models and samples to allow clients to directly experience the design results. For clients with special process requirements, the design team will communicate with the production department in advance to ensure that the design plan can be implemented during production, avoiding the problem of "design and production disconnection."

In the production process, the company provides clients with a "Production Progress Visualization Service." Through a dedicated service group, clients are provided with real-time updates on the progress of raw material procurement, production processing, quality inspection, and other aspects, and weekly production progress reports are sent. Clients can also request a factory tour at any time to learn about the production process in detail. Furthermore, if any issues arise during production that may affect delivery time or quality, the team will communicate with the client immediately to jointly discuss solutions, without concealment or delay.

After-sales service is a highlight of Kangdi Aluminum. The company has established a 24-hour after-sales response mechanism. Customers can contact the after-sales team via phone, WeChat, email, and other channels for any product issues. After-sales personnel will respond within 24 hours and provide a solution within 48 hours. For issues requiring on-site attention, after-sales engineers will arrive at the customer's site as quickly as possible to ensure a timely resolution. Furthermore, the company offers product training services. For customized products, technicians will provide on-site training to customers' production operators, explaining key points in product installation, maintenance, and upkeep, helping customers improve product efficiency and lifespan.

In today's rapidly changing market, customers are increasingly demanding service response speed and customization capabilities. Shandong Kangdi Aluminum understands that the ability to quickly respond to customer needs and provide personalized solutions directly impacts their production plans and market competitiveness. To this end, the company has optimized internal processes and established dedicated teams to create a service advantage of "quick response + customization." To achieve rapid response, the company streamlined and optimized its internal service processes. A "Quick Customer Needs Connection Channel" was established. After a customer submits a request, the account manager completes the request documentation and preliminary assessment within one hour, coordinates a needs analysis meeting with the design and production departments within two hours, and provides the customer with a preliminary plan within four hours. For urgent orders, an "Emergency Production Plan" is activated, prioritizing production resources and shortening production cycles. Last year, a smart home customer requested a 30-day delivery cycle be reduced to 15 days due to an unexpected order. Kangdi Aluminum immediately activated the emergency plan, adjusted production plans, arranged for overtime work in the workshop, and optimized testing processes. Ultimately, the order was delivered within 14 days, ensuring the customer's product launch was on time.

In terms of customization, the company, with its strong R&D and production capabilities, can meet customers' comprehensive customization needs, encompassing materials, structure, process, and surface treatment. Whether it's the "high-temperature and corrosion-resistant" aluminum profiles required by the new energy sector, the "customized colors and special textures" sought in architectural decoration, or the "non-magnetic and antibacterial" aluminum profiles needed in the medical equipment sector, Kangdi Aluminum can provide customized solutions based on specific customer requirements. For example, a medical equipment client required an aluminum profile for a surgical instrument table that required a scratch-free, easy-to-clean surface and antibacterial properties. Kangdi Aluminum's R&D team developed a specialized "antibacterial electrolytic polishing process" and selected high-purity aluminum alloys. The resulting aluminum profile not only met the client's functional requirements but also passed the rigorous medical industry certifications.

Shandong Kangdi Aluminum pursues more than just a one-time collaboration; it cultivates long-term, win-win strategic partnerships with its customers. To this end, the company consistently adheres to the principle of "growing together with customers" in its service offerings. By continuously optimizing services, sharing resources, and providing value-added services, it achieves "shared benefits and shared risks" with its customers. For long-term customers, the company offers exclusive privilege services. These services include establishing customer profiles, documenting their product preferences, production cycles, and quality requirements, enabling more targeted service. The company prioritizes raw material supply and production schedules, and when raw material prices fluctuate, it negotiates with customers to establish a price stabilization mechanism to help them manage costs. The company regularly shares the latest industry technologies, market trends, and policy information with customers, providing insights for product development and market expansion.

The company also actively engages in joint R&D collaborations with customers, jointly investing R&D resources to develop customized products and solutions to address technical challenges encountered during development. For example, after years of collaboration with a photovoltaic company, Kangdi Aluminum not only provided aluminum profiles for photovoltaic brackets but also collaborated with its R&D team to develop a new type of aluminum profile for photovoltaic brackets, addressing the wind resistance, pressure resistance, and lightweight requirements of photovoltaic power stations. This new profile reduces bracket weight by 20% and increases installation efficiency by 30%, helping the customer reduce project costs and enhance market competitiveness. This deeply integrated collaboration model has enabled both parties to elevate their relationship from a simple supply-demand relationship to a strategic partnership, enabling mutual development. Over the years, Shandong Kangdi Aluminum has earned the long-term trust of numerous customers through its "customer-first" service philosophy and high-quality, end-to-end service. Its customer repurchase rate has remained above 85% for many consecutive years, and nearly 20 customers have maintained partnerships with the company for over 10 years. Going forward, Kangdi Aluminum will continue to optimize its service system and enhance its service capabilities. With more professional, efficient, and attentive service, we aim to work with more customers to achieve our vision of a "win-win future."