SiRUBA values every clients’ opinions and strives to fulfill their requests while dedicating itself to delivering top-notch service. In pursuit of this commitment, we have established a highly capable service team. This team spans across various stages, including development, production, marketing, sales, and after sales support. Each phase of our process is equipped with dedicated points of contact, ensuring swift and responsive reactions to customer requirements and expectations.

SiRUBA regards customer feedback and opinions as a fundamental cornerstone for cultivating strong customer relationships, enabling us to comprehend clients’ needs through multiple communication channels. Clients have the opportunity to provide insights on quality discrepancies, performance issues and
future requirement via these channels. For each piece of customer feedback, SiRUBA conducts regular examinations and analyses, formulating appropriate improvement plans and establishing comprehensive response protocols. Annually, our business unit conducts a customer satisfaction survey, directing all
inquiries to the respective departments for responses and enhancements.
Customers can also report product irregularities through the “Customer Service Process” BPM system. Our QA unit promptly investigates these irregularities and implements corrective measures. In cases of customer complaints, regardless of the severity, SiRUBA dispatches personnel to rectify the situation. We actively revise design flaws and reaffirm our commitment to customers and quality. Notably, there were no customer complaints related to product safety or environmental regulations in 2023.

Satisfaction statistics for 2023

Note: The full score for each item in the satisfaction survey is 5 points. The target value for 2023 is an average satisfaction score of more than 3.5 points, which is in line with the goal.

Digital Customer Service

The rapid changes brought about by Covid-19 have significantly impacted marketing and sales strategies. In response to the escalating demand for digital services from both customers and users, SiRUBA has embraced innovation, offering cutting-edge digital services and enhanced e-commerce ordering experiences to cater to the impending “digital era”.

The establishment of a customer self-service platform (ICT Platform) designed to promptly provide clients with the information they require. This platform also features an online purchasing system that expedites the ordering process. Beyond just streamlining issue resolution, this system reduces customer time and effort, spent by customers, thereby bolstering the overall customer experience.
SiRUBA has introduced the industry’s pioneering use of QR Code for scanning products, providing the comprehensive product details. Moreover, this technology ensures customer rights, as the technical service department can instantly access inspection values using the QR code. This approach minimizes customer losses stemming from troubleshooting delays, while also safeguarding the company’s reputation and customer relationships.
The establishment of an E-commerce system simplifies B2B trading procedure for users. This system streamlines the entire process, from product selection and order placement to shipment tracking, enabling customers to efficiently engage in fast and accurate merchandise trading collaborations.

Diversified Product Marketing

While SiRUBA remains rooted in traditional industries, we have actively embraced social media and modern marketing tools in recent years. Our aim is to enhance brand visibility and extend our market reach through diverse marketing approaches, all while fostering strong cooperation relationship.

Customers’ Privacy Protection

We recognize the significance of safeguarding classified information for maintaining a competitive edge. The company has implemented a personal information protection management system that outlines the necessary rules and regulations for effectively overseeing business secrets and confidential information not yet made public. This systematic approach ensures the protection of both customer and vendor interests. Notably, there were no complaints regarding customer privacy breaches or confidential information leaks in 2023.