Customer Journey: From First Sales Visit to 2 Years After Delivery

  1. Initial Contact and Needs Assessment (Week 0-2)
  • Sales Visit: The sales representative meets with the customer on-site or virtually to understand the project scope, aesthetic preferences, technical requirements, and budget.
  • Inspiration and Presentation: Showcasing the product portfolio, materials, colors, and previous project references.
  • Data Collection: Gathering specific requirements for design, lighting levels, installation, and special requests (e.g., sustainable materials or custom colors).
  1. Quotation and Agreement (Week 2-4)
  • Quotation: Preparing a detailed quotation, including product descriptions, prices, delivery times, and payment terms.
  • Adjustments and Approval: Dialogue about potential adjustments, technical drawings, and 3D renderings if needed.
  • Order Confirmation: The customer accepts the offer, and an order confirmation is issued with payment terms and a production schedule.
  1. Production and Quality Assurance (Week 4-12)
  • Production: Production begins — typically 6-8 weeks, depending on complexity and material selection.
  • Quality Control: Thorough inspection of each lamp to ensure compliance with specifications.
  • Packing and Shipping: Ensuring secure packaging and coordinating logistics, including track & trace.
  1. Delivery and Installation (Week 12-14)
  • Delivery: Products are delivered to the customer’s address or construction site according to the agreed delivery terms (FOB, DDP, etc.).
  • Installation (optional): Providing guidance or on-site assistance during installation to ensure proper assembly and functionality.
  1. Handover and Follow-Up (Week 14-16)
  • Handover: Reviewing the delivered project, testing functionality, and checking the final finish.
  • User Guide: Providing manuals, maintenance guidelines, and recommendations for optimal product usage.
  • Follow-Up Visit: The sales representative follows up to ensure customer satisfaction and address any minor adjustments.
  1. Aftercare and Maintenance (1-24 months after delivery)
  • Support and Spare Parts: Accessible technical support and fast delivery of spare parts if needed.
  • Warranty Follow-Up: Proactive follow-ups after 6 and 12 months to ensure everything is working correctly.
  • Evaluation and Feedback: A conversation after 2 years to evaluate the customer experience, gather feedback, and explore future project opportunities.