Nex GenPower Customer Service Process and Flowchart

I. General Principles of Customer Service Operations

Nexgenpower's customer service philosophy centers on customer satisfaction, adheres to efficient response as its guiding principle, and is supported by professional services.

The focus is on the full range of GaN (gallium nitride) power adapters (available in multiple power ratings: 30W,45W,65W,100W, and 140W), covering all scenarios including conventional product sales, customized product services, and after-sales support. This encompasses the entire service lifecycle—from pre-sales consultation and during-sales coordination to post-sales follow-up—utilizing multi-channel services such as human customer service (voice, text, video) and WeChat customer service. Aligned with the 2026 development trends toward professionalized, efficient, and personalized customer service in the GaN power supply market, the core objective is to establish a comprehensive, end-to-end customer service system that enables rapid response to customer needs, efficient problem resolution, enhanced customer experience and satisfaction, sustained customer loyalty, and strengthened brand reputation for Nanjin Power in the GaN power supply sector, while meeting global customer service standards and corporate service values.

Core Principles: Adhere to the principles of "customer orientation, professional efficiency, sincerity and attentiveness, and closed-loop management," balancing service quality with service efficiency; emphasize the integration of standardization and personalization in services; strictly follow a full-process service traceability mechanism; consolidate service resources; coordinate efforts across relevant departments to ensure every customer request receives timely response and effective resolution; while collecting customer needs and feedback to drive continuous improvement of products and services, achieving mutual benefits for both customers and the enterprise.

II. Comprehensive Customer Service Process (6 Core Stages, Including Control Points + Implementation Standards + Deliverables)

Phase 1: Service Preparation and Channel Development (Preparation Phase | Ongoing)

Core Objective: Establish diversified and user-friendly customer service channels, enhance the service system and knowledge base, train professional service teams, ensure customers can quickly access service portals, and lay the foundation for efficient service delivery.

• Control Node 1: Service Channel Development – Establish a multi-channel customer service system encompassing voice support (400/800 hotlines), text-based assistance (WeCom, online consultation on the official website, email), video support (for complex technical issues), and WeChat support (for seamless communication and request follow-up). Define clear service hours and response standards for each channel to ensure uninterrupted access and alignment with diverse customer communication preferences.

• Control Node 2: Service Knowledge Base Development – First, compile comprehensive information on GaN power supply products (including parameters, performance, usage instructions, and common issues), customized service procedures, after-sales policies, and safety standards to establish a robust service knowledge base. Update product details and service policies in real time to enable customer service teams to quickly retrieve information and provide accurate responses. Additionally, provide self-service query interfaces to enhance user convenience.

• Control Node 3: Service Team Training – Establish a professional customer service team comprising a pre-sales consultation group, a sales support group, and an after-sales assurance group. Conduct systematic training covering product knowledge (with emphasis on GaN chip characteristics and application scenarios), service etiquette, communication skills, issue resolution procedures, and emergency response protocols; only those who pass the assessment may assume their roles. Regular refresher and advanced training shall be provided, with continuous updates to GaN technology and product-related knowledge.

• Control Node 4: Enhancing Service Systems – Develop a customer service management system that defines service responsibilities, standards, response timelines, and evaluation metrics for each role; establish a quality supervision mechanism to ensure standardized service processes; and formulate service improvement plans to promptly address deficiencies.

• Implementation Standards: 100% service channel availability with no busy lines or unresponsive agents; timely updates to the service knowledge base with 100% accuracy; 100% pass rate in customer service staff training and assessments, demonstrating professional product expertise and communication skills; comprehensive service policies with clear evaluation metrics enabling quality monitoring.

• Deliverables: List of customer service channels, service knowledge base, customer service training records and assessment reports, customer service management system, and service improvement plan.

Phase 2: Pre-sales Consulting Services (Onboarding Phase | Immediate Response; Each consultation ≤30 minutes)

Core Objective: Proactively engage with customers, provide precise responses to inquiries, gain comprehensive insights into their needs, deliver professional product recommendations and solutions, facilitate partnership agreements, and create a positive first impression of the brand.

• Control Node 1: Consultation Response – Upon receiving a inquiry through any service channel, customer service representatives must respond promptly (voice response ≤3 rings; text/WeChat response ≤5 minutes), greet the customer proactively, listen attentively to their inquiries (product specifications, pricing, customization requirements, application scenarios, safety certifications, etc.), and provide focused answers to GaN power supply-related questions to avoid creating a negative service impression.

• Control Node 2: Requirements Analysis and Resolution – Conduct a thorough analysis of customer needs (including routine procurement requirements, customized demands, usage scenarios, budget constraints, etc.), identify suitable GaN power supply products accordingly, provide detailed explanations of product advantages, performance specifications, operating procedures, and pricing policies, address all customer inquiries individually, offer professional consultation advice, and coordinate with sales and R&D teams to provide technical support when necessary.

• Control Node 3: Intention Follow-up and Information Retention – For customers showing cooperation interest, meticulously document their details and key requirements, synchronize this information with the sales department to support follow-up efforts; for customers without immediate intent, retain their data, regularly send product updates and promotional offers, maintain ongoing customer relationships, and ensure equal service quality for both new and existing clients.

• Control Node 4: Consultation Summary and Archiving – After each consultation, promptly document the consultation details, client requirements, and response outcomes, organize and archive them to create a consultation log. Regularly analyze trending topics and evolving client needs to optimize the service knowledge base and consultation workflows.

• Implementation standards: 100% consultation response rate; 100% compliance with response timelines; accuracy rate of responses ≥99%; customer satisfaction rate ≥96%; complete recording of customer information (100%); timely follow-up with potential customers (100%); standardized archiving of consultation records; prompt analysis.

• Deliverables: Customer consultation records, customer information ledger, follow-up records for potential customers, and analysis report on common consultation topics.

Phase 3: Mid-sales Support Services (During the fulfillment period | Synchronizing sales Customization processes with full-process follow-up)

Core Objective: Integrate sales, customization, and production processes; monitor customer orders/custom projects throughout their lifecycle; provide timely updates to clients; assist in resolving any issues during fulfillment; ensure clients are informed of progress and feel confident in collaboration; and enhance the overall customer experience.

• Control Node 1: Order/Customization Progress Monitoring – Upon a customer signing an order or customization contract, dedicated in-sales support staff will coordinate with sales, production, and supply chain departments to monitor real-time progress including order fulfillment, material procurement, sample fabrication, and finished product inspection, with particular focus on tracking GaN core component supply and customization implementation status.

• Control Node 2: Progress Feedback – Provide proactive progress updates to clients at agreed intervals (once weekly for standard orders, once every three working days for customized projects). In case of delays or quality issues, promptly explain the reasons and provide a corrective action plan along with an estimated completion date to address client concerns.

• Control Node 3: Customer Inquiry Resolution – Promptly address customers' questions during the fulfillment process (including progress updates, production details, packaging requirements, and supplier concerns), coordinate with relevant departments to provide accurate responses, assist customers in completing payment and acceptance procedures, and ensure smooth fulfillment operations.

• Control Node 4: Performance Coordination – Upon completion of finished product manufacturing, coordinate with the logistics department to provide customers with delivery updates, specify delivery timelines and acceptance requirements, assist customers in preparation for inspection, ensure seamless delivery processes, and prioritize customs clearance support for cross-border customers.

• Implementation Standards: 100% progress tracking coverage; 100% timely progress feedback; response time to customer inquiries ≤2 hours with 100% accuracy; seamless fulfillment coordination without buck-passing; customer satisfaction rate ≥97%.

• Deliverables: Order/customization progress tracking records, customer progress feedback records, in-sales inquiry responses records, and delivery handover records.

Phase 4: After-sales Support Services (Post-sale Period | Immediate Response; routine issues resolved within 24 hours)

Core objectives: To swiftly address customer post-sale inquiries, efficiently resolve issues during product use (such as malfunctions, damage, or compatibility problems), provide support services including repairs, replacements, and restocking, minimize customer losses, maintain trust, collect user feedback, and prioritize resolving post-sale issues related to GaN devices.

• Control Node 1: After-sales Request Collection. When a customer submits an after-sales request through any service channel (e.g., product malfunction, physical damage, usage inquiries, returns/exchanges, repairs), customer service representatives promptly document the request details, customer information, product batch number, and issue description, assign a priority level, and specifically flag GaN device-related issues.

• Control Node 2: Request Classification and Response – Classify after-sales requests as follows: routine inquiries (with immediate resolution); simple faults (solvable with remote guidance), receiving remote assistance within 1 hour; complex faults (requiring factory repair), returns/exchanges, restocking, etc., with a resolution plan provided within 2 hours specifying the processing procedure, timeline, and responsible party.

• Control Node 3: Problem Resolution and Follow-up – Collaborate with Quality, R&D, and Production departments to advance issue resolution: For products returned for repair, complete repairs and ship them back within 3–7 working days upon receipt; for returned or exchanged items, process the return/exchange procedures within 3 working days after confirming compliance with policies; for replenished goods, fulfill delivery according to agreed timelines; monitor progress throughout the process, provide timely updates to customers, and ensure they are informed of resolution status.

• Control Node 4: Post-sales Verification and Archiving   After resolving an issue, promptly follow up with the customer to confirm resolution and satisfaction, then document the verification results. Organize and archive all post-sales requests, resolution details, and verification outcomes into a dedicated log. Conduct a thorough analysis of fault causes related to GaN devices and provide feedback simultaneously to the R&D and production departments for improvement.

• Implementation Standards: 100% collection rate of after-sales complaints; response time ≤ 2 hours; resolution timeframe for routine issues ≤ 24 hours, for complex issues ≤ 7 working days; after-sales resolution rate ≥ 99%; customer satisfaction rate ≥ 95%; standardized archiving of after-sales records; timely issue analysis.

• Deliverables: After-sales request log, issue resolution records, repair/return/exchange/restock documentation, after-sales follow-up records, and after-sales issue analysis reports.

Phase 5: Customer Follow-up and Relationship Maintenance (Maintenance Phase | Long-term)

Key objectives: Conduct regular customer follow-ups to understand product usage experiences and service satisfaction, collect optimization suggestions, maintain ongoing customer relationships, identify opportunities for repeat collaborations and referrals, and enhance customer loyalty.

• Control Node 1: Developing a Follow-up Plan   1. Establish a customer follow-up plan, specifying:   -Target groups (new customers, existing customers, customized customers, after-sales customers);   -Frequency (within 7 days after delivery for new customers; every 3 months for existing customers; within 3 days after issue resolution for after-sales customers; 1–3 months after delivery for customized customers);   -Communication channels (phone, WeChat, email).

• Control Node 2: Customer Follow-up Implementation 1. Conduct customer follow-ups according to the scheduled plan to assess product usage experiences and service satisfaction, collect feedback on product improvements (performance, quality, GaN technology compatibility) and service enhancements (response speed, professionalism), attentively address customer concerns, and maintain detailed follow-up records.

• Control Node 3: Customer Feedback Processing – First, collect and organize customer feedback and suggestions, categorize them, and forward them to relevant departments such as R&D, production, sales, and service. Develop optimization plans with clear timelines and responsible parties for implementation. For new customer requests, route them to the sales department for follow-up to ensure requirement fulfillment.

• Control Node 4: Customer Relationship Management – Establish a dedicated maintenance program for key and existing customers, regularly delivering product updates, technical upgrades, promotional offers, and holiday greetings to enhance customer loyalty; encourage referrals by implementing referral incentive programs to expand the customer base.

• Implementation Standards: 100% implementation rate of follow-up plans; ≥90% follow-up coverage rate; 100% completeness rate of feedback collection; ≥80% implementation rate of optimization suggestions; effective maintenance of key customers with customer loyalty ≥90%; ≥5% conversion rate for referred clients.

• Deliverables: Customer follow-up plan, follow-up records, summary report of feedback, customer maintenance records, and implementation records of referral incentive policies.

Phase 6: Service Optimization and Continuous Improvement (Optimization Phase | Long-term Sustainability)

Core Objective: Identify issues and shortcomings throughout the entire customer service process; leverage customer feedback and industry trends to optimize service workflows, standards, channels, and knowledge bases; enhance service quality and efficiency; and establish a service system that better meets customer needs.

• Control Node 1: Service Quality Monitoring and Analysis – Establish a service quality monitoring team to conduct regular spot checks on service records (including customer inquiries, after-sales handling, and follow-ups), evaluate service metrics (such as response timeliness, accuracy of responses, and customer satisfaction), and identify issues in the service process (e.g., delayed responses or unprofessional responses).

• Control Node 2: Service Process Optimization – Based on monitoring analysis results and customer feedback, optimize the entire customer service process by eliminating redundant steps, defining clear control standards and responsible parties for each stage, and enhancing service efficiency; additionally, tailor service processes and response mechanisms to meet the specific needs of GaN power supply customers.

• Control Node 3: Knowledge Base and Team Optimization – Update the service knowledge base in real time by adding content such as GaN technology upgrades, product updates, and frequently asked questions to enhance customer service representatives' accuracy in responses; conduct regular training and assessments for the customer service team to improve their professional competence and service awareness, with targeted training programs addressing weak areas.

• Control Node 4: Service System Upgrade   1. Aligning with industry trends and customer needs, upgrade service channels (e.g., adding self-service terminals), optimize service policies, introduce personalized services (e.g., dedicated support for key customers), continuously enhance customer experience, and establish a distinctive service advantage.

• Implementation Standards: Regularize service quality monitoring with at least one supervisory analysis per month; optimize service processes at least twice annually, achieving a service efficiency improvement of ≥10%; ensure 100% timely updates to the knowledge base and conduct customer service team training at least quarterly; achieve an annual customer satisfaction increase of ≥3%.

• Deliverables: Service Quality Monitoring Report, Service Process Optimization Plan, Knowledge Base Update Records, Customer Service Training Records, and Service System Upgrade Plan.

III. Customer Customization Process (Aligned with GaN power supply customization and integrated throughout the entire customer service process)

The customer customization process is one of Nexgenpower's core service offerings, specializing in GaN (gallium nitride) power adapters.

(Multiple power options: 30W/45W/65W/100W/140W) We address customized requirements, providing end-to-end support spanning pre-sales consultation, sales coordination, and after-sales service. Our operations are closely integrated with six core areas—innovation, product development, supply chain management, and others—with the primary goal of precisely meeting client needs by efficiently delivering customized solutions, sample production, mass manufacturing, and timely delivery, ensuring products fully meet customer specifications, meet quality standards, and arrive on schedule.

We provide end-to-end customized service support in tandem with our customer service system.

Phase 1: Customization requirement alignment and research (Alignment Phase | 1–3 working days)

Core Objective: Accurately identify customers' customized GaN power supply requirements, define requirement boundaries, technical specifications, and delivery criteria; evaluate feasibility to establish a foundation for customized solution design; coordinate with pre-sales consulting services to ensure precise requirement communication.

• Control Node 1: Requirement Collection Phase 1 – Pre-sales customer service teams collaborate with sales and R&D personnel to engage with customers and comprehensively gather customization requirements, including power range, physical dimensions, material specifications, screen printing details, fast-charging protocols, safety certifications, application scenarios, production volume, delivery timeline, budget, etc. Special emphasis is placed on defining core customization requirements such as GaN chip selection, circuit design, and thermal optimization, with the completion of the "Customer Customization Requirements Documentation Form".

• Control Node 2: Requirements Research and Feasibility Analysis   The R&D department, taking into account the technical characteristics of GaN, manufacturing processes, and supply chain conditions, conducts a feasibility analysis of customer-specific requirements. The analysis focuses on evaluating technical viability, mass-production compatibility, and cost合理性, resulting in a "Requirements Feasibility Analysis Report." If a requirement proves unfeasible, customer service coordinates with sales to communicate with the client for optimization and redefine the requirements.

• Control Node 3: Requirement Confirmation Phase 1: The customer service team provides the client with the feasibility analysis results and a detailed requirement list, verifies each requirement detail, clarifies responsibilities for both parties, signs the Customer Customization Requirement Confirmation Form, and synchronizes the requirements with relevant departments such as product development and supply chain to ensure consistent understanding across all stages.

• Implementation Standards: 100% completeness in requirement collection with no missing core customization parameters; comprehensive feasibility analysis with 100% accuracy; 100% confirmation of customer requirements, with standardized documentation ready for direct solution design.

• Deliverables: Customer customization requirement alignment records, feasibility analysis report, Customer Customization Requirement Confirmation Form (signed version), and requirement archiving ledger.

Phase 2: Customized Solution Design and Review (Design Phase | 3–7 working days)

Core Objective: Based on confirmed customer requirements and leveraging innovative technologies (including GaN chip selection and circuit topology optimization), develop scientifically sound, feasible, and tailored solutions that meet specific needs. These solutions must undergo multi-department review to ensure they satisfy customer specifications, comply with technical standards, are suitable for mass production, and have cost-effectiveness.

Control, linking the product development section.

• Control Node 1: Solution Design Phase 1 – Led by the R&D team, this phase integrates GaN technology characteristics with customer requirements to develop a customized solution encompassing: circuit design (GaN chip selection, topology design); physical structure design (dimension, material, screen printing layout); functional implementation design (fast charging protocol integration, temperature control logic optimization); and process design (production flow adaptation). Cost estimation and delivery timeline forecasting are conducted concurrently, with focused improvements on GaN power supply efficiency, size, and stability.

• Control Node 2: Solution Review – Conduct a multi-department review involving R&D, production, quality control, supply chain, and sales teams, focusing on evaluating the solution's technical feasibility, production compatibility, quality controllability, cost合理性, and delivery timeline. Based on feedback from the review, the R&D team will promptly optimize and refine the solution.

• Control Node 3: Solution Confirmation Phase 1 – The customer service team submits the optimized customized solution (including design drawings, cost quotation, and delivery timeline) to the client for review. They patiently address client inquiries and make further adjustments based on feedback until the client approves the solution and signs the Customer Customized Solution Confirmation Form, with simultaneous updates to the service knowledge base.

• Implementation Standards: The solution design meets customer requirements, technical parameters comply with specifications, GaN chip selection is appropriate, and key metrics such as efficiency and volume satisfy client expectations; solution review coverage reaches 100%, with a 100% issue resolution rate; customer approval rate is 100%, quotation-budget alignment ≥95%, and delivery timeline is reasonable.

• Deliverables: Customized solution design drawings (circuitry, appearance), cost estimate report, estimated delivery timeline, solution review meeting minutes, and the Customer Custom Solution Confirmation Form (signed version).

Phase 3: Custom Sample Production and Testing (Sample Period | 5–10 working days)

Core Objective: Based on the confirmed customization plan, produce samples and conduct comprehensive testing to ensure they meet customer requirements and quality standards, provide a basis for mass production, mitigate associated risks, integrate with manufacturing and quality control processes, while maintaining progress tracking through after-sales customer service. • Control Node 1: Sample Production – The R&D team collaborates with the production department to procure required customized materials (with particular emphasis on GaN core component compatibility) according to design specifications, perform sample fabrication strictly adhering to production process requirements, maintain precise manufacturing accuracy, and ensure sample consistency with the design specifications.

• Sample Testing 1: Conducted under the leadership of the Quality Department (FQC), this phase involves comprehensive testing of samples, including electrical performance tests (power, efficiency, ripple), functional tests (fast charging protocol, temperature control protection), appearance tests (size, material, screen printing), and safety performance tests (compliance with safety standards, insulation resistance). Special emphasis was placed on evaluating the operational stability and heat dissipation performance of GaN devices, with all test data meticulously documented.

• Sample Adjustment and Confirmation: During the sales process, customer service will send the qualified samples to customers and collect their feedback on sample acceptance. If customers request adjustments, the R&D team will promptly optimize the solution and re-test the samples until they pass customer acceptance, after which the "Sample Acceptance Confirmation Form" is signed. If a sample fails testing, the cause is immediately analyzed, corrections are made, and re-testing is conducted.

• Implementation Standards: Sample pass rate ≥95%; 100% consistency between samples and design specifications; 100% test coverage with 100% pass rate; 100% customer sample acceptance confirmation rate; adjustment/rectification response time ≤24 hours; all GaN-related performance indicators meet requirements.

• Deliverables: Custom samples, sample production records, sample test reports, customer feedback records, and the signed Sample Acceptance Confirmation Form.

Phase 4: Customized Contract Signing and Advance Payment Collection (Performance Period | 1–2 working days)

Key objectives: Clarify the rights and obligations of both parties; define customization requirements, delivery specifications, quality standards, and payment terms; collect advance payments; initiate preparations for mass production; safeguard the interests of both parties; and ensure seamless mid-sales support services.

• Control Node 1: Contract Drafting – The Sales Department drafts the Customer Customized Contract based on the customer's confirmed requirements, proposals, and samples, specifying product specifications, batch size, delivery timeline, quality standards, payment terms (including advance payment ratio and final payment schedule), liability for breach, intellectual property clauses, and after-sales support provisions, with particular emphasis on defining key GaN technical parameters, acceptance criteria, and delivery milestones.

• Contract Review and Signing: 1. The legal department reviews the contract terms to ensure compliance and clarity of rights and responsibilities; 2. Sales customer service submits the contract for client review; after mutual agreement on amendments, the contract is formally signed (with signatures and seals from both parties).

• Prepayment Collection: During sales, customer service staff remind clients to pay the advance payment as stipulated in the contract. Upon confirmation of payment receipt, they issue batch production initiation notices to manufacturing, supply chain, and R&D departments, while simultaneously updating both the customization records and customer service logs.

• Implementation Standards: Contract terms shall be comprehensive, compliant, and clearly defined in terms of rights and obligations, with no omission of essential content; contracts shall be executed promptly with standardized signatures and seals; the advance payment arrival rate shall reach 100%, and production preparations shall commence immediately upon receipt, with timely updates to accounting records.

• Deliverables: Customer Customization Contract (signed by both parties), contract review records, advance payment receipt, production commencement notice, and customized business ledger.

Phase 5: Preparation and Implementation of Batch Production (Production Period | Determined based on batch size, 7–20 working days)

Core objectives: Coordinate supply chain, production, and quality resources; ensure thorough production preparation; conduct batch production strictly in accordance with customized plans and manufacturing standards; maintain controllable production timelines and product quality; align with GaN material supply cycles; integrate supply chain management, production processes, and quality control; and have after-sales customer service provide continuous progress monitoring.

• Control Node 1: Production Preparation Phase – The Supply Chain Department procures materials required for mass production based on customized specifications and production plans (with priority given to ensuring the supply and quality of GaN core components) and completes material inspection upon arrival; the Production Department adjusts production equipment, optimizes manufacturing processes, conducts staff training, and defines clear production requirements for customized products; the Quality Department establishes dedicated inspection standards for customized products.

• Batch Production: The production department carries out batch manufacturing strictly in accordance with the production plan, custom specifications, and process requirements, with particular emphasis on critical stages such as GaN chip welding, circuit assembly, and surface screen printing. The Quality Department (IPQC) conducts comprehensive inspections throughout the process to promptly identify and rectify quality issues, ensuring compliance and controllable quality throughout production.

• Production Progress Management: The production department updates production progress daily, with in-sales customer service synchronizing the information with sales and customers. In case of production delays (e.g., material shortages or process issues), promptly communicate the situation to customers, develop corrective actions, and ensure delivery timelines remain unaffected; prioritize tracking GaN material supply progress to mitigate supply delay risks.

• Implementation Standards: Materials are procured promptly; the pass rate for incoming inspection is ≥99.8%, and the pass rate for GaN core components reaches 100%. Production processes meet requirements with a compliance rate of ≥98%; production inspections achieve 100% coverage, quality rectification closure rates reach 100%, and no batch-level quality issues were identified.

• Deliverables: Production plan, material procurement list, material incoming inspection report, daily production progress report, process inspection report, and quality handling records.

Phase 6: Full inspection and packaging of finished products (Inspection period | 1–3 working days)

Core objectives: Conduct comprehensive inspections of mass-produced customized finished products, standardize packaging procedures, ensure product quality meets specifications and packaging complies with customer requirements, prevent the delivery of nonconforming products, integrate with quality control processes, and have after-sales customer service monitor inspection progress.

• Control Node 1: Comprehensive Final Product Inspection – The Quality Department (FQC) conducts a full inspection of customized finished products, covering electrical performance, functionality, appearance, and safety compliance, ensuring alignment with customer requirements, sample specifications, and contractual terms. Key parameters such as operational stability of GaN devices and fast-charging protocol compatibility are prioritized. Products failing inspection shall be immediately isolated and rectified; re-inspection is required after correction, and non-conforming items must not be delivered.

• Final Product Packaging: The production department shall carry out final product packaging in accordance with customer requirements, specifying the packaging material, specifications, and labeling details (logo, product parameters, batch number, production date), and implement protective measures against moisture, dust, and damage. After batch packaging, verify that the packaging quantity matches the actual number of finished products to ensure consistency.

• Inspection Summary and Archiving: The Quality Department compiles finished product inspection data to prepare the Customized Finished Product Inspection Report, specifying all test results. The inspection report, production records, and quality documentation are archived to ensure full process traceability, while sales and customer service records are simultaneously filed in the Customer Service Ledger.

• Implementation Standards: 100% coverage rate for finished product inspection; pass rate ≥99.8%; 100% consistency with samples; packaging meets customer requirements with clear and complete labeling; 100% accuracy in verifying packaging quantities against finished product quantities; records are properly archived.

• Deliverables: Customized finished product inspection reports, packaging records, quantity verification forms, and quality record archives.

Phase 7: Product Delivery and Acceptance (Delivery Time | 1–5 working days)

Core Objective: Deliver customized products safely and on time to customers in accordance with the agreed delivery terms and schedule; assist customers in completing acceptance procedures; verify product compliance; enhance the customer delivery experience; and coordinate between sales support and after-sales services.

• Control Node 1: Delivery Preparation – The sales and customer service team coordinates with the client to confirm the delivery address, recipient, and delivery date; coordinates with logistics providers (selecting courier services, dedicated logistics routes, or maritime transport based on client requirements); processes outbound procedures; verifies the quantity and specifications of shipped products to ensure compliance with contractual terms; for customized products destined for cross-border delivery, completes customs clearance procedures and compliance reviews to mitigate tariff risks.

• Delivery and Tracking of Final Products: Upon shipment, our after-sales support team monitors logistics progress in real time, provides timely updates to customers, and ensures safe and punctual delivery. After receipt, we assist customers with acceptance procedures (including quantity verification and sampling inspections) and address any inquiries during the process.

• Acceptance Confirmation and Final Payment Collection: Upon successful customer acceptance, the "Final Product Delivery Acceptance Confirmation Form" shall be signed. During sales, customer service staff shall remind the customer to pay the final balance as stipulated in the contract; upon confirmation of payment receipt, the customized product delivery process is completed. If acceptance fails, the cause shall be promptly analyzed and a rectification plan (including rework or replenishment) developed until satisfactory acceptance is achieved, with corresponding after-sales support services initiated simultaneously.

• Implementation Standards: On-time delivery rate ≥98%; 100% accuracy in delivery quantity and specifications; timely logistics tracking with customer feedback response time ≤2 hours; 100% customer acceptance confirmation rate, 100% final payment collection rate, 100% closed-loop rectification rate for non-conforming items, and 100% cross-border delivery compliance rate.

• Deliverables: Outbound order, logistics delivery note, logistics tracking records, Final Product Delivery and Acceptance Confirmation Form (signed version), and proof of final payment receipt.

Stage 8: Customized After-Sales Support and Optimization (After-sales Period | Long-term Continuous)

Core Objective: To provide comprehensive after-sales support for customized customers, promptly address customer feedback, gather optimization suggestions, continuously enhance the quality of customized services and products, and integrate after-sales support, service optimization, and continuous improvement across six key areas.

• Control Node 1: After-sales Feedback Collection – A dedicated after-sales representative collects customized customer feedback, documenting issues encountered during product use (e.g., performance anomalies, physical damage, compatibility issues) and optimization suggestions. Detailed records are maintained, with particular attention given to GaN device-related after-sales concerns.

• Post-sales Issue Resolution: For issues reported by customers, respond promptly (within 24 hours), analyze the root cause, develop solutions (repair, replacement, or restocking), and assign a dedicated personnel to follow up until customer satisfaction is achieved; for product quality issues, report them simultaneously to the R&D and production departments to identify causes, implement corrective actions, and optimize subsequent customization plans.

• Customer Follow-up and Optimization: Within 1–3 months after delivery, the after-sales customer service team collaborates with sales personnel to conduct customized follow-ups with customers, gather feedback on product usage experiences, and collect suggestions for improving customization services and product quality; compile all after-sales feedback and follow-up insights to optimize customization processes, product design, and manufacturing procedures, enhance subsequent customization service quality, and update the service knowledge base and customization solution templates accordingly.

• Implementation standards: 100% after-sales feedback collection rate with response time ≤24 hours; 100% closed-loop resolution rate for after-sales issues and customer satisfaction ≥95%; customer follow-up rate ≥90%, implementation rate of optimization suggestions ≥80%, and recurrence rate of similar issues ≤0.1%.

• Deliverables: After-sales feedback log, issue resolution records, customer follow-up records, and customized service optimization plans.

IV. Customer Service Workflow Diagram (Clear, Intuitive, and Practical for Implementation)

Flowchart Description: Following a closed-loop process of "Service Preparation – Pre-sales Consultation – In-sales Coordination – After-sales Support – Customer Follow-up – Service Optimization," the diagram integrates all stages of customer customization, identifies key control points and exception handling procedures at each phase, clarifies the responsibilities of departments including customer service, sales, R&D, production, and quality assurance, aligns with the service and customization requirements of GaN power supply products, covers multiple service channels, and is directly applicable for customer service team training.

Daily service management has been implemented.

V. Core Requirements and Key Considerations for Customer Service

• Customer service personnel must possess professional knowledge of GaN power supply products and adhere to service etiquette; demonstrate patient and sincere communication, avoid disputes with customers, always prioritize customer satisfaction, pay attention to first impressions, and prevent any negative service impressions.

• All service channels must remain accessible, strictly adhere to response timelines, ensure customer inquiries are promptly received and addressed, and eliminate instances of unanswered calls or delayed responses—with particular emphasis on the responsiveness of convenient channels such as WeChat Customer Service.

• Pre-sales consultations must accurately understand customer needs, distinguish between standard procurement and customized requirements, and provide professional recommendations tailored to GaN power supply product specifications—without exaggerating product advantages or concealing information—to ensure customers have a clear understanding of products and services and avoid future disputes.

• Throughout the sales process, full responsibility must be assumed for follow-up: monitoring progress on both routine orders and customized projects at every stage; proactively coordinating with relevant departments; promptly addressing any issues without delay or evasion; and ensuring seamless coordination across all phases.

• After-sales support must adhere to the principle of "rapid response and efficient resolution," categorizing and addressing various types of customer inquiries. Special attention should be given to customized after-sales needs, with clearly defined timelines and responsible parties. The entire resolution process should be closely monitored to ensure thorough problem resolution and continuous service improvement.

• Customer follow-ups should be conducted routinely, with a focus on monitoring customized customers' usage experiences and feedback. Carefully collect optimization suggestions from customers and promptly implement improvements across relevant departments. Emphasize relationship maintenance with existing customers, identify opportunities for repeat collaborations and referrals, and avoid neglecting long-standing clients.

• All service-related records (consultation records, progress reports, after-sales records, follow-up records, customization records, etc.) must be retained throughout the entire lifecycle for full traceability, with a retention period of no less than 2 years, complying with industry compliance and service traceability requirements while providing data support for service optimization.

• Strengthen interdepartmental collaboration: The customer service team must establish efficient communication mechanisms with sales, R&D, production, quality control, and supply chain departments. Particularly during each stage of the customization process, customer needs and issues should be communicated promptly to ensure seamless integration between service and customization workflows, thereby enhancing service efficiency and quality.

• Conduct regular service quality monitoring and analysis to promptly identify shortcomings in service delivery, continuously optimize service processes and standards—with particular focus on refining all aspects of customized services. Enhance the professional capabilities of the customer service team to align with evolving trends in GaN power supply market customer service and customization.

• Prioritize customer information security management by strictly protecting personal data, order details, customization requests, and other sensitive information; prevent data breaches, maintain customer trust, and comply with relevant data protection regulations.

VI. Supporting Implementation Documents

1. Customer Service Gantt Chart (editable in Excel): Clearly defines service timelines, responsible parties, core tasks, and deliverables for each phase; can be directly copied and pasted for implementation.

2. Customer service-related record forms: including consultation logs, customer information records, progress tracking documents, after-sales complaint records, repair/return/exchange receipts, follow-up records, and service quality monitoring forms, all of which can be directly utilized in daily service operations.

3. Customer Service Operating Procedures: Provide detailed specifications for service processes, operational standards, and role assignments at each stage, tailored to customer service team training and daily operations, with particular emphasis on clarifying requirements for GaN product consultation, after-sales support, and customized services.

4. Service Knowledge Base Manual: Covers GaN power supply product specifications, frequently asked questions, service policies, and customization procedures. It serves for customer service training and self-service inquiries, with real-time updates and maintenance.

5. After-sales Support Manual: Standardizes the procedures for handling after-sales inquiries, maintenance standards, return/exchange policies, and responsibility assignments; specifies troubleshooting guidelines for GaN devices to enhance after-sales service quality.

6. Customer Service Training and Assessment Manual: specifies training content, schedules, assessment indicators, and procedures; standardizes customer service team management and enhances professional capabilities.

7. Customer Follow-up and Relationship Maintenance Plan: Define the follow-up schedule, methods, maintenance strategies, and referral incentive policies to enhance customer relationship management and loyalty.

8. Customer-specific customized documents: including customization requirement alignment records, feasibility analysis reports, customization proposal templates, sample test reports, sample acceptance confirmation forms, customization contract templates, finished product inspection reports, and delivery acceptance confirmation forms, all of which can be directly utilized in the customization process.

9. Customization Process Procedures: Provide detailed specifications for operational workflows, standards, and role assignments at each stage of customer customization; align with training requirements for both the customization team and customer service team; and clearly define technical and service specifications related to GaN customization.

7. The intrinsic relationships, relationship diagrams, and significant implications for Nanjin Power between "Innovation,"  "Product Development,"  "Quality Control,"  "Supply Chain Management,"  "Production Manufacturing," and "Customer Service."

(1) Internal relationships among the six core components (aligning with the characteristics of the GaN power supply business)

The six core business segments mutually support, drive, and interact in a closed-loop system, forming a comprehensive framework for the high-quality development of Nexgenpower's GaN power supply business. Guided by customer needs, driven by innovation, and anchored by quality assurance, this approach spans the entire value chain—from product development to customer service and customization—aligning with the guiding principles outlined in the *Outline for Building a Quality-Oriented Nation* ("using reform and innovation as the fundamental driver and improving supply quality as the primary focus"), while also meeting the demands for end-to-end collaboration inherent in the GaN industry's IDM (Integrated Device Manufacturing) trend.

1. Core Driving Force: Innovation serves as the central engine across all six key areas, spanning the entire process. It provides technical support for "product development" (including core technological innovations such as GaN chip selection, circuit design, and thermal optimization), drives product iteration and upgrades, and meets customized demands across diverse scenarios like consumer electronics and data centers; it also enables methodological innovations in "quality control,"  "supply chain management,"  "production manufacturing," and "customer service."

(including innovations in quality inspection technology, supply chain risk management models, intelligent production processes, multi-channel customer service solutions, and customized process optimization) to address the core challenges faced by GaN power supplies in technology, production capacity, service delivery, and customization.

2. Integration Chain: Product development builds upon innovation achievements, transforming technological advancements into practical GaN power supply products (standard models + customized versions). It establishes three core pillars: quality control standards, material requirements for supply chain management (with emphasis on GaN core components), and manufacturing process specifications – serving as the critical link between innovation and production/customization. Supply chain management ensures stable, compliant material supplies (particularly for GaN substrates and epitaxial components) aligned with industry trends toward 8-inch wafer sizes and high-voltage applications, facilitating seamless production and customization while enabling rigorous material inspections during incoming inspection – essential prerequisites for manufacturing and customization. Production transforms development and customization plans into physical products by strictly adhering to quality standards and utilizing supply chain materials, efficiently executing mass production and customized manufacturing – the pivotal phase for product delivery. Quality control permeates the entire lifecycle: design quality assurance, material compliance verification, process quality monitoring, finished product inspection, and quality optimization through customer feedback – forming the foundation for competitive product performance and service excellence. Customer service represents the ultimate channel for value realization and demand feedback collection.

The end goal is not only to deliver qualified and customized manufactured products to customers while providing full-cycle services, but also to collect customer feedback on product performance.

Insights into capabilities, quality, service, and customization needs drive improvements in product development, innovation, quality control, and customization processes, creating a closed loop of "demand → innovation → development → production-customization → service → demand."

3. Collaborative Assurance Framework: The six integrated components form an indispensable ecosystem where coordinated efforts drive innovation, providing technical support for product development, manufacturing, and customer customization while preventing homogenization between products and tailored services – aligning with market trends toward miniaturized and high-efficiency GaN power solutions. Product development defines core requirements across all stages, establishing benchmarks for both standard and customized production to avoid blind manufacturing practices. Supply chain management ensures material stability, mitigates industry risks such as patent disputes and capacity fluctuations in the GaN supply chain, and guarantees uninterrupted production and customization processes. Manufacturing ensures mass production output and timely delivery of customized products, meeting both routine procurement needs and tailored demands. Quality control maintains rigorous standards for product quality, service excellence, and customization performance, complying with global safety regulations. Customer service enhances client loyalty, unlocks potential for repeat collaborations and referrals, while providing precise demand guidance for innovation, product development, and customization processes – achieving a comprehensive framework characterized by "clear technological innovation directions, well-defined product development objectives, efficient manufacturing operations, standardized quality control, reliable supply chains, personalized customer service, and precise customization solutions."

(2) Relationship diagram of the six core components (clear and intuitive, tailored for GaN application implementation)

Relationship diagram description: With "innovation" as the core driver and "customer service" as both the demand endpoint and feedback endpoint, this diagram integrates four key intermediate stages—product development, supply chain control, production manufacturing, and quality control—while incorporating customer customization processes. It identifies critical linkage points across each stage, aligns with Nanjing Power's GaN power supply business and customization requirements, clarifies cross-functional collaboration mechanisms, and is suitable for corporate strategic planning, departmental coordination management, and team training.

(3) The Significant Importance of the Synergistic Relationships Among the Six Key Segments for Nanjin Power Source

By leveraging Nanjin Power's core focus on GaN (gallium nitride) power solutions, the synergistic integration of its six business segments serves to strengthen the company's core competitiveness, align with industry trends, achieve sustainable development, and meet the requirements for building a quality-driven nation—particularly by providing robust support for customized customer services. This is specifically reflected in four key aspects:

1. Addressing key challenges in the GaN industry and enhancing technological, product, and customization advantages: The GaN power supply sector features rapid technological iteration, a complex supply chain (with a pronounced IDM-oriented trend), stringent quality requirements, and diverse customization demands; coordinated efforts across six key areas can achieve "innovation-driven technology development and tailored solution delivery."

By ensuring stable supply chains, enhancing production efficiency, maintaining quality standards, improving service experiences, and delivering precise customization solutions, we address key challenges in GaN chip selection, material procurement, process optimization, quality control, and custom adaptation, thereby advancing both conventional and customized products toward miniaturization and high performance.

Through technological refinement and upgrades, we enhance the competitiveness of customized products and tailored services, empowering enterprises to gain a competitive edge in the GaN power supply market (covering 30W–140W power ranges) while aligning with the industry's trend toward 8-inch chips and high integration.

2. Enhance customer satisfaction and loyalty, and expand brand influence: With customer service as the focal point, drive comprehensive process optimization in reverse; ensure that both standard products meet quality standards, are delivered promptly, and receive attentive service, while also guaranteeing customized products precisely align with customer needs, are delivered efficiently, and come with reliable after-sales support; accurately address customers' regular purchasing and customization requirements; simultaneously resolve issues related to GaN devices during use through high-quality service to improve the customer experience; closed-loop collaboration reduces buck-passing across processes and lowers product failure rates, customization error rates, and service costs.

This initiative aims to enhance the brand reputation of Nexgenpower, improve customer retention and referral rates, expand market share, and align with the requirement in the "Outline for Building a Quality-Oriented Nation" to "strengthen quality development for public benefit."

3. Optimize operational efficiency and reduce operating costs: The synergy among the six major modules ensures seamless integration throughout the entire process, preventing disconnections between product development and customer requirements, between supply chain and production-customization processes, as well as rework caused by inadequate quality control.