The scenario was that the client had informed DSM about the wrong goods delivered since the client had to change a regulator on his generator.
The purchase requisition was for an old model that has been replaced by a newer model by the supplier in USA. This could halt the entire operation and production.
If the said regulator will not be installed. The customer will lose around 30K USD in revenue for an hour of shutdown of the generator.
DSM Technology encountered challenge on the delivered goods to one of his customer.
DSM Technology liaise directly to the supplier and the technical support representative immediately took an action of providing the step by step procedure on how to properly install the new regulator, the technical support representative also sent a video clip enable for the customer to have an actual view of the installation.
During this process, DSM Technology was also coordinating with both customer and supplier up until the situation was resolved.
Customer carried a thorough tests on the new model delivered, and the challenge was overcome and all issues was solved.
