At a time when the wire and cable industry is facing intensified homogeneous competition and customers are increasingly demanding faster service response times, after-sales service has become a crucial factor for enterprises to win the market. Jinchuan Tonggui Wire and Cable Co., Ltd., with over three decades of deep involvement in the industry, has established itself as a benchmark for service excellence through its unwavering commitment to after-sales service, forging a path of high-quality development driven by "quality upgrading services, and services nurturing brand value."
From Passive Response to Proactive Empowerment
Jinchuan Tonggui Wire and Cable Co., Ltd. regards service as its "second production line." Since its inception in 1988, the company has incorporated the principles of "ensuring production quality, rigorously inspecting products, and maintaining service quality" into its charter, establishing a comprehensive service system that covers pre-sales technical consultation, in-sales installation guidance, and post-sales operational maintenance.
"Customer needs are not something to wait for; they must be discovered. Service must always be a step ahead." In the office of Wang Cunmeng, head of the Marketing and Service Department at Jinchuan Tonggui Wire and Cable Co., Ltd., there is an electronic map marking the distribution of key customers nationwide, with different colors clearly indicating customer tiers and service response timelines. "After-sales service is not only an emotional bond between enterprises and customers but also a vital support for brand reputation," Wang Cunmeng stated. Jinchuan Tonggui Wire and Cable Co., Ltd. has always placed customer satisfaction at the core of its strategy, establishing a professional after-sales service team and constructing a comprehensive service model that covers the entire process from pre-sales to in-sales and post-sales, ensuring customers have a worry-free experience from selection to use.
Jinchuan Tonggui Wire and Cable Co., Ltd. also extends its service reach to the entire project lifecycle. During the project bidding phase, service engineers intervene early to assist customers in optimizing product selection plans. During the construction phase, technical teams are dispatched to provide on-site guidance to ensure installation compliance. During the acceptance phase, third-party inspection coordination services are provided to alleviate customer concerns about quality. This "proactive service" strategy has received high praise from numerous customer units.
Forging Service "Special Forces"
The smooth operation of the after-sales service system is inseparable from the strong support of professional service personnel. In the process of optimizing its after-sales service system, Jinchuan Tonggui Wire and Cable Co., Ltd. prioritizes talent cultivation and technological investment.
"In recent years, we have not only increased the construction of hardware facilities but also introduced and cultivated multiple engineering, technical, and management professionals, establishing a comprehensive talent management system to control product quality from the source of production," said Xie Zhengming, head of the General Management Department.
"We regularly organize training for after-sales service personnel on relevant laws, regulations, industry standards, and professional skills to ensure that every employee is well-versed in product quality requirements and production control points."Longlong Zhang, head of the Wire and Cable Division, stated. From raw material intake to outflows from warehouses, quality control checkpoints are established at every process stage, with multiple inspections and verifications implemented to ensure strict quality management. Each step is executed with meticulous attention to detail, firmly preventing any substandard products from entering the market.
"Our service engineers must master the 'Three Understandings and Three Skills'—understanding products, processes, and regulations, and being proficient in detection, maintenance, and training," Zhang Longlong continued.
In May 2024, the after-sales service team of the Wire and Cable Company conducted in-depth training at six core production units of JISCO Group, including its beneficiation plant and power plant. The training focused on key technologies such as cable installation layout, high-voltage cable fault detection and localization, electrical equipment preventive testing, and partial discharge detection, combining hands-on exercises with field instruction. Additionally, a service satisfaction survey was conducted. 95% of trainees rated Jinchuan Tonggui Wire and Cable Company as "highly satisfactory" in feedback questionnaires, and client units expressed written appreciation, highly recognizing the practicality and professionalism of the training. This truly demonstrated how specialized after-sales technical services empower client production, fully highlighting the value of Jinchuan Cable's customer-centric, technology-driven after-sales service system.
Building a Service Ecosystem Community
The effectiveness of quality after-sales service is ultimately reflected in customer recognition.
Jin Ma, the marketing head of the Wire and Cable Division, shared a memorable experience. A few years ago, a relocated middle school project encountered a sudden short-circuit failure four months after using their cables. Upon receiving the feedback, the company's after-sales team responded immediately, not only rearranging production overnight to supply compliant cables but also dispatching technical personnel to the site without delay. They not only identified the fault and analyzed the cause but also assisted the client throughout the rectification process, patiently addressing queries until the power distribution system was fully restored.
"It was this efficient and professional service that kept the project on track, preventing major losses. The client highly praised our responsive and expert after-sales support," Ma Jin remarked with pride. This emergency service effort further strengthened the partnership, successfully earning client trust and enhancing the brand's reputation.
Jinchuan Tonggui Wire and Cable Company actively builds effective communication channels and platforms with consumers. Beyond operating a 24/7 customer service hotline, it extends services across the entire pre-sales, sales, and after-sales process. The company commits to completing after-sales support within 72 hours of receiving customer feedback, ensuring every request receives a response and resolution. These feedback mechanisms serve as a true "compass" for optimizing services and products.
"This after-sales service system has greatly enhanced market confidence in the Jinchuan brand and earned high recognition within the industry," Wang Cunmeng continued. Jinchuan Tonggui Wire and Cable Company has always adhered to its original development intentions, prioritizing customer demands. Whether in product quality construction or the improvement of the after-sales service system, the company strictly adheres to national standards and promises that "if customers use our products normally within the scope of national standards, any quality issues that arise will be the responsibility of our company."
Jinchuan Tonggui Wire and Cable Company has won customer satisfaction and trust with its high-quality products and comprehensive after-sales service. Through professional and humanized services, it has set a benchmark for service in the industry market. All five categories of wire and cable products it produces are recognized as "Gansu Famous Brand" and "Gansu Province Customer Satisfaction Products." Copper rods and copper wires have been awarded the title of "National Customer Satisfaction Products."
In the warehouse of Jinchuan Tonggui Wire and Cable Company, rolls of products imprinted with "digital genes" are waiting to be shipped nationwide. These are not just physical energy carriers but also "digital nerves" connecting manufacturing enterprises with customer value.
Qiu Jinbing, the head of the Technical Information and Quality Inspection Center, demonstrated the wire QR code traceability system while introducing, "We have given each product a 'digital ID.' Users only need to scan it lightly, and multiple pieces of information such as product model specifications, voltage levels, and certificate numbers will be displayed immediately. By scanning the code, users can verify the authenticity of the product, ensuring that what they buy is genuine and allowing them to choose with confidence."
With 37 years of practice, Jinchuan Tonggui Wire and Cable Company has provided an answer to the question of "who dominates in manufacturing and services": True competitiveness lies in injecting a service mindset into the manufacturing genes and creating irreplaceable value for customers through a continuously evolving service ecosystem.
