The company A in the United States previously imported all its syringe products from China. However, due to issues such as tariffs and various supply chain challenges, they decided to shift towards local production. In pursuit of this goal, they contacted numerous equipment suppliers in China. During their interactions with other suppliers, they encountered various issues. Some salespeople spoke English but lacked technical knowledge, while some technical personnel, when faced with technical changes, were unable to make decisions on the spot and had to repeatedly consult with their superiors, resulting in prolonged communication delays. If they attempted to communicate directly with the person in charge, it had to be done through a translator, which significantly reduced the effectiveness of the exchange.
Through considerable efforts, the client found our company. When they engaged with us, they realized that our company’s manager was not only fluent in English but also technically knowledgeable. This allowed us to make immediate decisions on both technical and business matters, greatly enhancing communication efficiency. Additionally, we delivered a very professional presentation on-site. As a result, during their comparison with other suppliers, the client concluded that our company demonstrated superior technical expertise, service capabilities, and responsiveness. Ultimately, they chose us as their partner and placed their equipment orders with us. In the subsequent cooperation, the client confirmed that their choice was indeed the correct one.
The equipment required by the client is designed to produce two large-specification syringes using special gaskets. After understanding the client's needs, we designed and manufactured two production lines based on their required output. Notably, we also created an innovative, custom-designed gasket assembly machine. Additionally, we incorporated high-end configurations such as imaging inspection systems and safety door locks from globally renowned brands. Furthermore, based on the client's facility floor plan, we designed a unique and efficient L-shaped layout for the equipment using conveyor belts, ensuring that the space requirements were fully met.
When the equipment was completed, the client sent a team of four technicians to our factory for on-site acceptance, also known as FAT (Factory Acceptance Test). Since the equipment was to be used in North America, which has stringent safety and electrical requirements, the client raised numerous rectification suggestions during the acceptance process. These included requests for additional safety controllers, safety relays, replacement of safety door locks, as well as enhanced local safety protections, all of which went beyond the original order requirements.
Whenever the client raised an issue, we immediately arranged for solutions on-site. Many of the issues were addressed the same day they were brought up, which greatly satisfied the client with our responsiveness. After more than a month of acceptance and improvements, we were finally able to deliver the equipment.
During the delivery process, some unexpected challenges arose, such as the client sending an excess of test samples, which filled up our workshop and created manual handling issues. We worked overnight to resolve these logistics and space-related problems. Later, when it came time to ship, in order to meet the shipping deadline, our team worked until 3 AM packing the containers, ensuring that the client’s shipping schedule was met. This exemplifies our outstanding service capability—dedicating ourselves wholeheartedly to serving our client, responding promptly to their needs, and thinking ahead to anticipate their concerns.
The second aspect is the installation and commissioning process at the client's site, also known as the SAT (Site Acceptance Test). During this phase, we made a significant number of adjustments, as although the equipment had been delivered, the client raised many additional requirements for adjustments and modifications to the operating system. Our on-site manager made these modifications on the spot, revising the system dozens of times. Ultimately, the client was very satisfied with the updated operating system. What was originally a complex system was transformed into something much more intuitive and user-friendly.
As a result, all operators, even those who were handling this type of equipment for the first time, were able to quickly master the operation of the system without requiring extensive training. They could immediately understand and use the system effectively.
During the installation process, there were also numerous subtle technical improvement requests, all of which were promptly addressed and resolved. The requirements for this equipment and production technology from the U.S. company are among the highest in the world. Through our collective efforts, we were able to deliver results that fully satisfied the client. This is a testament to our company’s manufacturing and service capabilities.
