Recently, Narada achieved the prestigious "Five-Star After-Sales Service" certification. This recognition was awarded after a rigorous evaluation process that assessed the company's comprehensive after-sales service system and exceptional service quality, in compliance with the national standard GB/T 27922-2011, which is the national evaluation framework for after-sales service.
The product after-sales service evaluation system is the first nationally approved and industry-wide authoritative certification in China. This certification evaluates service levels of companies, categorizing them into different grades to reflect the quality of their services. "Five-Star" is the highest level of certification, serving as an important benchmark for measuring service excellence.
Building a Full Lifecycle Service System
Narada has established a service system covering the entire lifecycle of its products, aiming to provide comprehensive, uninterrupted service to every customer—from pre-sales consultation, mid-sales support, to post-sales maintenance.
On the pre-sales side, Narada employs a "Iron Triangle" team to quickly align with customer needs. Localized, face-to-face services reduce communication costs during business negotiations and enable a deeper understanding of the customer's specific needs, thus designing tailored solutions.
During the sales process, the company’s professional project management team ensures a seamless flow from contract signing, production, shipping, installation, commissioning, to grid connection. This one-stop approach coordinates internal resources and resolves customer issues, ensuring smooth project delivery. Additionally, software systems like BOS and BPM make the entire production and delivery process transparent, from order placement to final delivery.
On the after-sales side, Narada guarantees a 100% service fulfillment rate, ensuring a seamless integration of every step, from service initiation to customer follow-up. Cai Shun, head of the company's domestic new energy storage service department, explains: "This management model not only includes immediate response and efficient issue resolution but also integrates follow-ups and feedback collection."
Building a Professional Technical Service Team
To provide comprehensive, multi-layered, and personalized after-sales service for energy storage customers, Narada has developed a robust after-sales service system and deployed a professional service team with over 200 service personnel.
The energy storage industry has its unique complexities: energy storage systems, including battery packs, liquid cooling units, and BMS, require specialized engineering knowledge for both installation and after-sales support. Narada's service team is fully equipped with comprehensive technical expertise, ensuring efficient solutions to various customer issues.
"In the first half of 2024, technical support engineers from our domestic energy storage service department traveled nearly 90 days each, accounting for 70% of their work time, which helped us better understand our customers' actual needs," said Cai Shun. "Currently, our department has served 145 projects, with a total capacity exceeding 3 GWh."
Creating a Localized Service Network
In recent years, Narada has built and optimized a localized service network, significantly enhancing the quality and efficiency of its customer service. The company has now established over 200 service points globally.
Domestically, Narada has set up permanent service points in all 30 provinces, cities, and autonomous regions, ensuring that customer demands are met within 24 hours. In addition, the company has set up 18 maintenance service points across major regions such as Beijing, Hebei, and Shandong, with a total area of nearly 6,000 square meters.
Shen Qingyong, from the domestic customer service department, says: "These maintenance service points not only provide testing and repair services for our lithium battery products but also serve as local hubs for spare parts, enabling a rapid response to service needs and shortening the service and replacement cycle."
Internationally, the company has established localized sales and service centers on all continents, enabling the company to provide timely support for global energy storage projects and respond to overseas customer needs within 48 hours.
Deepening Digital Operations and Services
To address the challenges of daily operations and maintenance in energy storage stations, Narada has developed an energy storage cloud platform based on cloud-edge collaboration and big data AI+ algorithms, realizing energy digital management and smart operations. The platform's core tasks are 100% digitalized.
Moreover, Narada's energy storage systems rely on intelligent BMS to achieve dynamic management of battery packs. The control signals within Narada’s BMS system can be monitored at a millisecond level, with measurement signals being updated in under one second. This allows technical support engineers to access operational data, conduct data analysis, and troubleshoot without needing to be on-site, ensuring the safety of customer assets and maximizing returns.
In 2024, Narada continues to expand its network in the energy storage industry, with its after-sales capabilities playing a key role. The company contributed to the successful operation of several major energy storage projects, including:
The Leizhou Yingli Phase I 200 MW/400 MWh energy storage project, the largest single energy storage station in South China.
The Ningbo Haoyang User-Side Phase I 25 MW/50 MWh energy storage project, where Narada served as the EPC general contractor and solution provider.
The China Power Construction Dunhuang Shazhou Energy Phase I 30 MW/120 MWh energy storage project, which has been successfully connected to the grid.
The GDS Malaysia Johor Data Center Project, which was completed and delivered successfully.
