Trends, Strategy Sharing, and Co-Creation
In 2022, Advantech is committed to deepening customer connection experience, expanding ecosystem partner management, and institutionalizing distribution authorization management. In terms of customer management and partner co-creation, Advantech aims at "altruistic cooperation for mutual benefit" and "digital service upgrade". Meanwhile, digital platforms such as the customer relationship management system and online technical services have been optimized to improve operational and service efficiency.
Advantech 2022 Key Contents of Customer Management and Partner Co-creation
Ecosystem Partner Management
The Internet of Things is a market where multiple industries are integrated. Advantech upholds the concept of creating and co-prosperity with partners. Industry ecological partners are built with IoT platforms and core products. It enables small system integrators, traditional automation system integrators, cloud platform system service providers or industry experts, etc. to enter the IoT industry through this platform. Ecological partners and Advantech work together to expand the market
Advantech's 2022 list of activities supporting AIoT innovation
|Ecosystem Fund Investment|
|Region||Fund size||Field of investment company|
|European and American||USD 30 million||Smart Manufacturing, Smart Energy Management, Edge Computing, AI, Information Security, Smart Positioning|
|China||RMB 100 million||Industrial control security, IoT security, smart 5G mine, integrated energy service integrator|
|Global||USD 50 million||Internet of things, new energy|
|Sponsorship of events for incubators, accelerators and IoT innovations|
|Region||Number of sponsors||Sponsorship fund|
|Support for start-ups|
|Malaysia||Sponsoring partners US$60,000 to develop smart hospital solutions|
|Taiwan||We and AAMA (Asia America Multi-Technology Association) launched the AIoT co-learning and co-creation project. Advantech's product department and 10 Internet of Things startup companies were deeply connected through entrepreneurship, business model and industry workshops. Product and business development experiences were exchanged, and potential innovative IoT solutions and market cooperation opportunities were expanded.|
|Taiwan||We and IndustrialAI jointly create a smart water testing solution. The start-up company's AI analysis technology, Advantech's IoT platform and market resources are combined. Therefore, market opportunities for sustainable water treatment solutions are co-created.|
Customer Satisfaction Survey
Regarding 2022 customer satisfaction survey methods, A total of 748 customers were sampled, including 325 customers in Taiwan, 102 customers in mainland China, 134 customers in North America, and 187 customers in Europe for customers whose accumulated sales in each region accounted for top 80% . The average coverage of this survey was 60.76%, the average recovery rate was 32.89%, and the average customer satisfaction score was 92.66. Set the goal for 2023: the average score is not less than 90 points on the basis of expanding customer coverage.
Lowest average of the top five surveyed items: Delivery quality. The main reason is the lack of cores and stock and the epidemic, which has led to delays in the output time of products and needs to be continuously improved. Satisfaction with “Delivery Quality” was improved compared to the previous year. In addition, the other four items all scored lower than the previous year. It is understood that the increase in surveys and coverage in regions (such as Taiwan, etc.) help to collect customer opinions more comprehensively. The results are expected to be surveyed to feed back the continuous review and improvement of relevant internal units. The future goal is to increase the coverage of customer satisfaction surveys year by year and maintain an average satisfaction rate of over 90 points.
Score and Coverage of Customer Satisfaction Survey in 2018-2022
|Annual||Satisfaction (score)||Ratio of operating revenue of sampled customers to total revenue (%)|
Sub-item scores of customer satisfaction survey in 2022
|Score (out of 5 points)||Satisfaction (score)|
|Sales service and pricing||4.68||93.60|
The CRM system is the starting point for business to serve customers, so Salesforce will accelerate the cross-system integration of important customer information into CRM. Advantech's internal systems are also committed to shortening the process time from demand to response to improve service efficiency and quality. In addition, Advantech attaches great importance to the security of customer data, so it has fully enabled Multi-Factor Authentication. It protects against challenging cyber-attacks such as phishing, credential stuffing, account compromise, and more. The legitimacy of system users is also ensured.
MyAdvantech is a customer and order platform that supports key global partners. It provides users with one-stop service and avoids additional time-consuming internal and external confirmation. Strong brand trust and reputation are built through an intuitive interface experience. In 2022, the Chinese channel management project was introduced and the European project registration system was upgraded. Customer management efficiency was improved to track quotes and orders
Advantech has also introduced chatbots to serve North America and emerging markets, such as Central Asia and Africa. Customers are directed to self-help support, allowing our service to continue throughout the day. Advantech looks forward to the future that AI technology will be continuously researched to provide a realistic and natural AI response assistant. In 2023, in addition to chatbots being introduced to more regions, the one-stop online customer service center will be improved.
Advantech Knowledge Center provides in-depth solution technical support and is integrated to create a closer cooperation framework
Advantech’s online technical support process
Analysis of Technical Support
Customer Privacy Protection
Structure of Personal Data Protection Team
Compliance with laws and regulations: the collection and use of personal data is to be in accordance with the basic principles of the Personal Data Protection Act while providing personal data with the right to know, access, correct, delete, and so on; and compliance should be made with local regulations such as the European GDPR, the American CCPA, the Korean PIPA, and the Turkish KVKK.
Online privacy protection practices: we use the standard technology of “cookies” to collect information about how customers use Advantech‘s web pages in order to provide an optimal environmental experience. If a customer is unwilling to accept cookies, he or she can set a rejection or notification warning in the browser function items used by the customer and choose to reject or accept the cookie. Advantech has no purpose or intent to infringe on the privacy of customers/users when they browse Advantech's web pages.
Handling of customer issues: for customer-related personal data, there is a data protection mechanism and a mailbox for the Data Protection Working Party (Privacy.Inquiry@advantech.com) If there is a suspected customer data security problem, the processing mechanism will be activated immediately to minimize associated risk hazards.