Conference FAT Fills Customer Service Gaps Created by the Coronavirus

With the coronavirus crisis continuing with no end in sight, Techcross is solving customer service issues using various solutions. Videoconferencing has already become the most basic contactless activities, and the engineering team is filling on-site service gaps through new methods such as training local engineers or providing remote commissioning service.

Meanwhile, the pandemic has made it difficult for Techcross staff to visit clients and conduct factory acceptance tests (FATs), which are final product functionality tests in the presence of client personnel before products are delivered from factories. In response, Techcross has come up with contactless services in which a video teleconference program is used to conduct remote FAT sessions. The two sides prepare communication equipment, with Techcross staff conducting the FAT according to the procedures and the client checking the process real-time via the video footage. Because clients can ask questions or give feedbacks to be processed immediately on-site, Techcross personnel are confident that clients find such remote FATs reliable, even if they are executed remotely.

In fact, on July 20 and July 23, Techcross successfully completed FATs for products to be delivered to two vessels owned by a Malaysian shipping company. In addition, a FAT session was successfully completed for a shipping company in Hong Kong, demonstrating the high potential of this remote service. The service is improving for the better as Techcross gains more experience. Once the video teleconference FAT process stabilizes, the company plans to provide this service for cases in which the inspection staff cannot visit the client site even after the coronavirus crisis subsides, according to a Techcross personnel.

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