All my concerns about FingerTec®
By Teh Hon Seng, Managing Director
 
         “We found that the R2 installation is much harder to do as compared to the AC900 even though both come with AdapTec AC,” commented Mark Wong, a local distributor one morning.
         I agree with his comment because R2 is supplied with a bunch of multicolored wires, which are to be connected to AdapTec AC while AC900 only requires a single Cat-5 to be plugged into the AdapTec. It may be trivial to some people to connect these multicolored wires to the AdapTec but it is rather confusing to newcomers.
         To address his concern, a meeting was held with the technical team shortly after. We decided to have color indicators in the future AdapTec AC production, which I think would be highly appreciated by many clients.
         I recalled last year when a customer told me how troublesome it was to source for a case to contain both the AdapTec and the backup battery. I pondered a few nights on how could we provide them with a convenient casing. The same weekend when I accompanied my wife to buy a cupboard at IKEA, the concept of flattened Do-It-Yourself furniture struck me. Hence, the flattened DIY metal casing was introduced to all resellers after a month. The design provides shipping convenient to international resellers and it has been well received by them.
Mr. Teh Hon Seng
         The concept of flattened DIY is extended to other items as well. After a few rejected initial designs, we finally landed the flattened DIY Flexi Kit for TA100/Timeline 100/AC100, an improved version of demo kit for reseller. The demo kit now is a simple enough display kit to be placed on any flat surface, replacing the method of mounting the FingerTec® reader on the wall. Indeed, I have too many concerns about FingerTec®. I am concerned about whether the emails from customers (be it reseller or end user) are answered as promised within 24 hours especially during weekends.
         On whether the technical problems faced by customers can be resolved by lesser number of emails? The best is, just by one.
         On whether the orders can be shipped without delay once the payment is received.
         On whether the technical tips on our micro-sites are clear to the resellers?
         On whether the FingerTec® documents have been precisely translated?
         On whether the new packaging gives enough protection to the reader during transportation?
         On whether FingerTec® user manuals are comprehensible to a normal user even without having much technical know-how.
         On whether, and the list grows longer over time. No matter how trivial the matter, once it is solved, it brings a great joy to me, even greater than reported higher sales.
          I believe that “details in everything” is an essence to improve product and service quality.
         And to build a strong brand for the world; it’s still a long way to go, no reason for us to sit back and relax.
 
 
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