Contec Helps a Global Technology Company Get Back to Focusing on Sales Growth.
The global technology company had a clear vision for the future - and needed a new partner to make it happen. Its profitability and reputation were being threatened by mounting quality complaints about one of its most popular security products. "We had an unacceptable return rate that was harming customer satisfaction. The cost for us to go out to a customer and swap-out a piece of equipment was high, both in dollars and in customer perception," said the General Manager. “When you damage your reputation in the marketplace, you’ve hurt your ability to increase sales, especially with repeat customers. This in turns hurts profits." The complaints stemmed from problems with the third party computer and display embedded in each instrument. The provider was changing key components without notification. With no opportunity to validate changes, the company often didn’t discover software compatibility issues until units were on the production floor or, worse yet, in the field. Failure rates and lead times were skyrocketing. The Research and Development team was focused on putting out fires instead of designing enhancements to stay ahead of the competition.
The company needed a new design and a reliable supplier to turn things around. Realizing this, its R&D Manager recommended Contec because he had worked with Contec during his tenure at another company and knew firsthand that Contec could solve the problem. Contec lived up to its reputation for quality and life cycle control. Past supplier’s unauthorized, last-minute component changes created software compatibility headaches. “If a component becomes hard-to-find or obsolete, Contec gives advance notice and works with us to prevent conflicts,” said the R&D Manager. “Our online visibility into Contec's production schedule ensures that manufacturing never slows down.” Contec helped resolve chipset board sourcing that had disrupted production, further eliminating problematic areas. The General Manager observed: "It's remarkable to me to think that we have a single source for both our computer and monitor and we will not have issues going forward." Contec uses proprietary barcode technology to track the components within every system, which prevents mistakes during manufacturing. “The company's built-in process to double-check employees' work only underscores Contec's commitment to quality,” the General Manager added. We now know everything about all components of our monitors and computers, enabling it to easily troubleshoot and service these devices.
Because of the synergies between Contec and the company, the lead time has been halved. Real-time tracking prevents unexpected production delays and streamlines the entire process, from conception to delivery. Quality and customer satisfaction have dramatically improved, and R&D can once again focus on creating next-generation products. "Partnering with Contec is critical to us. It's really vital to our next-stage development" said the General Manager. "After being disappointed twice, I was not convinced there was anyone out there who could do what I wanted. I was pleasantly surprised to find there is a solution: Contec."
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