Customer Case Library is Newly Launched to Discover Exclusive Case Stories
Distributors, a role in the semiconductor industry chain that attracts less attention but plays a great role. In the new year, Cytech Systems will use the new column "Customer Case Library" to start with customer cases and learn the stories behind them.
*Note: Due to privacy protection, the customer name, salesperson and component number in the following content are pseudonyms.
November 2021
Not long after Aaron, the sales manager of Cytech Systems, transferred from another position to serve end customers, a major EMS foundry from Southeast Asia focusing on consumer electronics (hereinafter referred to as Customer M) sent a message, “We are in urgent need of a batch of general purpose Chip-like XXX ."
You may have questions, since it is a major OEM factory, they cooperate with the original factory and many channels, why is it so urgent?
According to Aaron, in fact, "shortage" of certain materials is a common phenomenon in the industry, but the background of global chip shortage in the past two years has increased this possibility. This year, as the market gradually stabilizes, this situation will be relatively reduced. However, for some materials with large demand or relatively subdivided materials, the problem of shortage has always existed.
Aaron quickly contacted Cytech Systems' purchasing colleagues for specific information about the material number, "In stock!" Aaron immediately responded to the customer after receiving confirmation from his purchasing colleagues.
Being able to obtain the supply of goods in a very short time is in itself a test of the distributor's ability.
Reach a consensus on how to deal with the problem
A few days later, the Cytech Systems QC team received the goods. During the quality inspection process, they found that the pins of materials were slightly oxidized.
Aaron's first reaction was of course to exchange goods, but there was no excess supply. This batch of goods was the only one within the purchasing range.
Aaron and Cytech Systems' QC team thoroughly communicated every possibility and attendant consequences.
1. Can this batch of goods be used?
Cytech Systems' QC team is very rigorous, because the storage conditions of electronic components are different, some require vacuum storage, and some are different. For this batch of materials, the QC team's judgment based on the quality inspection results of its own laboratory will not affect the function of the chip itself, nor will it affect its use. So the QC team recommends doing a third-party solderability testing and further communicating with the customer based on the third-party report.
2. When the QC team gives this plan, has it been determined with a high probability that this batch of goods will not affect the use?
Aaron said that the QC team of Cytech Systems also made judgments based on its own testing methods and experience, but it was not 100% sure. If a more authoritative and official third-party solderability report is issued, it will be easier for both parties to reach a consensus.
3. How to communicate with customers?
After discovering the problem of pin oxidation in this batch of goods, Aaron quickly communicated with the customer with the corresponding solution to confirm the next step.
Further expansion of cooperation
After receiving the confirmation report of the third-party solderability test, Cytech Systems quickly sent it to the customer and transferred the supply to the customer in a timely manner.
It is also through this sudden problem of urgent supply of goods that customers feel even more the exclusive advantages of Cytech Systems in the supply chain and quality inspection. More than a year after establishing the cooperation, "We have carried out cooperation on 40+ orders. As a For a newly established customer relationship, this is a pretty good result” Aaron added.
Which capabilities of distributors do customers value more?
From this case, we can gain a lot of experience, but the two most critical points are:
One is quality. To ensure genuine products, this is also the lifeline of Cytech Systems.
The second is the delivery date. Since many customers come to us with urgent needs for a certain batch of goods, we need to give them a delivery date as quickly as possible.
According to Aaron, delivery time is always an important factor. Even for customers with larger scale and stable supply chain, sudden shortages may account for 10%.
Both of these points are inseparable from the "new infrastructure" capabilities of Cytech Systems - its powerful channel network can further ensure the authenticity and delivery time of supply; at the same time, the continuously strengthened quality control system also ensures quality assurance and supply. The delivery time is more controllable. Due to its capabilities of External Visual Inspection, X-Ray inspection, Decapsulation, etc., Cytech Systems does not have to rely entirely on third-party inspection centers, thereby accelerating the quality inspection process of the supply and the delivery cycle.
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