Acer' success depends on the trust our customers have in us. Since the company' founding, we have demanded of ourselves constant improvement in quality. From product design through production to after-sales service, we continually strive for innovation and improvement, all while also complying with domestic and foreign legal requirements for performance and customer safety.
Acer' vision is to become a leading brand that creates better lives through innovation and customer care. We firmly believe in the pursuit of quality in everything we do, and that this approach will ensure we remain competitive. To ensure our customers are satisfied, we actively strive to understand their needs and to develop better, easier to use products and services that meet, or even surpass, expectations. In this way, we create greater value for our customers.
A good system is fundamental to excellent customer service. To improve customer service, we developed the Acer Customer Service System (CSS) to centrally manage Acer' directly-managed service centers, authorized service centers, professional maintenance companies, telephone service support centers, spare parts planning and warehouse management, as well as managing customer interactions through the network. In this way, we can ensure improved service speed and quality. This system is already in use in Europe, the Middle East, Africa, Asia-Pacific, and the Americas, with a dedicated system for the China and Taiwan regions, providing customers around the world a better quality of service.
In addition, we have also improved the functions of the customer relationship management system, providing customers with a mobile application through which they can make inquiries and can track service requirements. Technical service engineers can also work online. In order to improve maintenance quality and reduce maintenance time, all regional service centers also make use of the Acer Diagnostics Suite (ADS). With the introduction of the ADS into maintenance centers, the system returns test results to the CSS to provide the basis for repair work, thereby improving diagnostic accuracy and improving the rate of second repairs. In 2019, we reduced the second repair rate to 4.07%.
The new Global Customer Relationship Management System (Version 8) uses the latest technology to strengthen and integrate processes across regions. In 2020, this management system was extended to maintenance centers in Central and South America. This system can also support a variety of service needs across product combinations and brands. In addition, Europe uses the new Version 8 system for corporate customers, improving the service and support provided to them and providing service for products beyond just computers.
To improve security, all Global CRM System applications have been upgraded to OS/SQL 2012 to support Acer's regional and service business needs in 2020.
Acer is devoted to helping customers understand the features of our products and services, and to using a variety of methods to understand what our customers need. Our customers should feel free to contact us at any time and provide comments and suggestions through the following channels:
The Acer Community website provides customers with an online communications channel that enables them to post their problems at any time and receive prompt, accurate responses from other Acer Community members. In 2020, Acer Community reached a total of 412,502 members, over 842,681 posts, and over 15,304 solutions. A total of 13,178,922 visitors viewed the site some 31,549,335 times that same year. In addition, in 2020, our ACE team added 17 additional superusers, for a total of 35. The website provides channels that span borders by supporting multiple languages, including English, Spanish, German, and Portuguese, with French added this year.
Additionally, in 2020 we added Acer Lounge, a channel for superusers to put forward their ideas for products, accessories, and services, including product hardware or software improvements, more customer-friendly web pages, and so forth. These ideas help Acer understand what our customers need, knowledge that can be applied in later product development and service improvements. Through members’ ideas, we can better understand what customers need, and thus our future product design and company development can be oriented toward better services and products.
To facilitate our worldwide customer service staff’s provision of the best customer advice and assistance, we established an online learning system (Acer E-Academy) in 2009 to provide professional knowledge training in new products, resolution of common product queries, customer skills, and standard processes to front-line customer service employees and operating unit employees, including an online evaluation after the course has finished. To improve the user interface and upgrade the coverage, Acer Europe introduced the eLearning portal in 2020 to provide professional training to internal staff on maintenance techniques and troubleshooting. So far, 12 different training courses have been added, and more are coming. Through this system, we can provide staff with the latest product knowledge, helping them deal with customer inquiries more effectively through a set of standard methods and through a virtual journey, even without seeing the actual product.
In the Taiwan region, we also held in-house training in 2020 to teach service center staff how to use maintenance tools and new technologies, helping them provide more efficient service and better solve customer problems.
Acer Care Center (ACC) is a software suite for optimizing Acer notebooks and desktops, helping users keep their devices in top condition. ACC can also link users to Acer’s support team to get them the assistance they need. It provides comprehensive service, including checks and updates, ensuring users can keep their devices up-to-date and running smoothly. In 2019, we expanded the product support page’s functionality, offering a dedicated page for each product by model and country. Customers can go to the appropriate page to download the product manuals and drivers, reducing the need to waste time searching for product support services.