Narada has long devoted itself to upgrading service capabilities and established a full-lifecycle service system covering pre-sales, in-sales and after-sales phases, with over 200 global service outlets and multiple local sales and service centers deployed worldwide.

Relying on its integrated sales and service "Iron Triangle" team and professional training system, the company consolidated its competitive edge in the global energy storage market with outstanding service performance in 2025.

Building a Full-Lifecycle Service System

In recent years, Narada has continuously upgraded its service network and deployed professional after-sales teams to efficiently resolve various customer issues.

At present, the company has set up local sales and service centers across Europe, North America, Australia, Japan, South Korea, the Middle East and other regions, enabling full sales and service support for global energy storage project implementation. It can respond to overseas customer demands within 48 hours.

Moreover, the more than 200 global service outlets serve two core functions: providing product inspection and maintenance, and acting as spare parts transit hubs for surrounding areas. This enables quick response to service requests and shortens the cycle for product replacement.

For customer service system development, Narada formulates standardized customer service workflows in accordance with annual business targets and client demands. It has released procedural documents, manuals and management systems including the Customer Service Control Procedure, which clarify the responsibilities and collaboration mechanisms of all parties involved in customer service. These measures speed up responses to customer requests, boost service efficiency and client satisfaction, and strengthen the company’s market competitiveness.

The company also keeps optimizing its after-sales service system, and its customer service management has won consistent external recognition. In 2025, its product after-sales service certification was upgraded from five-star in 2024 to seven-star, complying with the national standard GB/T 27922-2011 Evaluation System for Commodity After-Sales Service.

Customer Communication and Satisfaction Management

To systematically measure the fulfillment of customer expectations and accurately identify key factors affecting customer experience, Narada keeps promoting optimization of products, services and workflows to improve customer loyalty and retention rates.

The company compiles a Customer Satisfaction Survey Plan every year, conducting satisfaction surveys covering delivery timeliness, product quality, service quality and customer loyalty across the whole industry and key clients. In 2025, Narada’s customer service satisfaction rate reached 94.9%.

Within the full-lifecycle customer management framework, the company has built a systematic service system covering pre-sales, in-sales and after-sales links to ensure efficient responses and professional technical support for customer demands at every stage.

During the pre-sales phase, Narada focuses on precise demand alignment and customized solution design. According to customer profiles and requirements, the company assigns marketing, customer service and technical staff to deliver professional consultations covering corporate strength, product features and quality assurance, and arranges factory tours and exchanges for clients.

Meanwhile, project teams conduct on-site surveys to fully explore customer needs, develop customized solutions and offer technical support. Through special project seminars, the company plans details including order fulfillment, installation, commissioning and acceptance to lay a solid foundation for smooth project execution.

The in-sales phase centers on efficient order fulfillment and professional delivery. In terms of product selection, the company matches product models precisely based on customer demands, project scenarios and site conditions to guarantee adaptability and reliability.

For order fulfillment tracking, Narada assigns dedicated staff to handle order approval, shipment tracking and goods receipt to ensure on-time delivery. During installation and commissioning, project staff carry out installation, debugging and acceptance in strict accordance with project specifications to guarantee stable product operation and high-quality delivery.

Backed by its global service network, Narada delivers rapid support for overseas markets simultaneously to fully meet the service demands of clients worldwide.

Capacity Building of Service Teams

Sustained improvement in service capabilities relies on professional teams and supporting systems. Narada has formed integrated sales and service "Iron Triangle" teams, where sales personnel, product designers and after-sales staff work together to deliver localized full-lifecycle services.

To cultivate professional, globally competent service teams, Narada organizes special customer service training sessions on an ongoing basis to strengthen service awareness and upgrade professional expertise and communication skills.

In 2025, internal and external special training sessions on customer services covered more than 1,700 participants, enhancing the problem-solving capabilities of both Narada’s customer service staff and the operation & maintenance personnel of its clients.