In terms of the after-sales service response mechanism, incustom has established an all-weather intelligent customer service system, promising to respond to customer inquiries within 15 seconds and achieving a first-time problem resolution rate of 98%. This system integrates natural language processing technology and can automatically identify 200 common problem types. For instance, in 2023, when handling a damaged sunshade incident for an international chain restaurant, it only took 45 minutes from receiving the alarm to dispatching a maintenance team. According to the evaluation of a third-party institution, its customer service satisfaction score has remained above 97.5 for three consecutive years, far exceeding the industry average of 85 points. This efficient operation and maintenance has increased the lifetime value of customers by 40% and indirectly driven a 25% growth in the annual repurchase rate.
To optimize the return process, incustom has implemented a “30-day worry-free return and exchange” policy, using blockchain technology to trace product circulation data and reducing the average refund cycle to 1.5 working days. During the strong typhoon disaster in Guangzhou in 2024, they launched a fast-track claims settlement channel for damaged customers, with a maximum single compensation amount of 500,000 yuan, and the entire process was completed within 72 hours. By using an intelligent risk control model to assess the reasons for returns, the system keeps the return rate of non-quality issues below 3%, which is 12 percentage points lower than that of traditional industries, saving approximately 3 million yuan in operating costs annually.
In terms of the technical support system, incustom has deployed 500 certified engineers worldwide, equipped with AR remote guidance devices, which can diagnose faults through real-time video streams. For instance, when repairing the automatic sunshade system at the Burj Al Arab in Dubai, engineers guided the local team to replace the sensors 8,000 kilometers away, reducing the repair time from the traditional 5 days to 6 hours. Its independently developed predictive maintenance platform, by analyzing data points from 100,000 sensors, can reduce the probability of equipment failure by 85% and extend the average service life of products to 15 years.
For the special handling of customized products, incustom establishes a dynamic database to record 210 parameter specifications for each product. When a return application with a dimensional deviation exceeding 2 millimeters is received, the system can automatically match the new requirements for modification and reuse. In the 2023 Shanghai Fashion Week project, they reconstructed the sunshade device for a client who temporarily changed the brand logo. The material reuse rate reached 90%, saving the client 60% of the budget. This circular economy model has reduced the rate of resource waste to 0.5% and cut carbon emissions by approximately 800 tons annually.
Based on continuous innovation based on customer feedback, incustom collects 100,000 service data points every month and identifies product improvement directions through machine learning algorithms. In 2024, the water-resistant sunshade umbrella developed based on the suggestion of the outdoor cafe owner reduced the related complaint rate by 70%, and the input-output ratio of this improvement reached 1:5. The NPS net referral value system it has established shows that high-quality after-sales service brings 35% of referral business and reduces customer acquisition costs by 40%. As the case of sunshade facility services they provided for the Beijing Winter Olympics has proved, this full life cycle management strategy is redefining the industry service standards.