Strengthening Customer Relations in South America

At Roson, our mission has always been about more than just delivering high-quality dental products; it’s about building lasting relationships with our customers and ensuring that their needs are met at every touchpoint. As part of this commitment, our CEO, Overseas Manager, and After-Sales Technical Manager recently embarked on a strategic visit to several countries in South America, aiming to deepen our connections with both new and long-term customers.

The business trip, which included stops in Mexico, was filled with productive business discussions, collaborative problem-solving, and an opportunity to provide hands-on after-sales training. It was also a chance for us to see firsthand how the Roson brand is being promoted by our partner companies and to better understand how we can continue to improve our offerings based on customer feedback.

The Importance of Face-to-Face Engagement

In today’s increasingly digital world, face-to-face interactions still hold immense value, especially when it comes to building trust and fostering deeper relationships. While virtual meetings can be convenient, they often lack the personal connection and the depth of discussion that in-person meetings provide. This is why we made it a priority to visit our customers in South America, to engage with them directly, and to discuss their experiences with our products.

Throughout our meetings, we listened closely to feedback, addressed concerns, and explored new opportunities for growth. This direct interaction not only allowed us to demonstrate our commitment to customer satisfaction but also provided us with invaluable insights into how we can further enhance our products and services.

A Two-Day Meeting of Ideas and Solutions in Mexico

One of the highlights of our trip was a two-day meeting held in Mexico, where we sat down with key customers to discuss a wide range of topics. These conversations went far beyond standard business discussions; they were an opportunity for both sides to exchange ideas, identify challenges, and brainstorm solutions.

During these meetings, we recorded dozens of innovative ideas that emerged from the discussions. Many of these ideas were focused on improving after-sales processes and product performance. One of the key themes that emerged was the need for better communication and collaboration between our teams and our customers’ after-sales departments.

We also tackled a number of specific after-sales issues that our customers had encountered, including technical difficulties, shipping errors, and maintenance challenges. By addressing these issues directly and working together to develop solutions, we were able to provide our customers with immediate support and concrete plans for improvement.

Building on Our After-Sales Success

After-sales support has always been a core component of Roson’s value proposition. We understand that our relationship with customers doesn’t end once a product is sold; in fact, that’s when it truly begins. The after-sales experience plays a crucial role in shaping customer satisfaction, and we are constantly striving to improve our processes to ensure that our customers receive the best possible service.

During our meetings in Mexico, we had the opportunity to discuss how we can further enhance our after-sales offerings. We explored a number of initiatives, including improving the clarity and accessibility of technical documentation, providing more in-depth training for customer service teams, and streamlining the process for handling warranty claims and repairs.

We also looked at ways to leverage digital tools to improve after-sales support. For example, we discussed the possibility of implementing a digital management system that would allow customers to track the status of their service requests in real time, access troubleshooting guides, and communicate directly with our technical support team. This would not only enhance the customer experience but also reduce response times and improve overall efficiency.

Seeing the Roson Brand Shine in the Market

Another rewarding aspect of our trip was seeing how the Roson brand has been embraced by our customers. In Mexico, we were delighted to see our products being prominently displayed and promoted by our partner companies. It was clear that our customers have a great deal of confidence in the Roson brand, and they are proud to showcase our products to their own clients.

The enthusiasm of our customers was particularly evident when, at the end of one of our meetings, their employees pulled out a ROSON logo and asked to take a photo with us. This gesture was a powerful symbol of the strong relationship we have built with our partners and the mutual respect and trust that has developed over the years.

This recognition was deeply gratifying for our team, as it reaffirmed that the hard work we’ve put into improving our products and services over the years has not gone unnoticed. However, it also served as a reminder that there is always more we can do to enhance the customer experience and continue building on our successes.

The “User Strategy”: Putting Customers at the Center of Everything We Do

At the heart of Roson’s approach to business is what we call the “user strategy.” This strategy is based on the principle that every decision we make—whether it’s related to product design, after-sales support, or marketing—should be guided by the needs and preferences of our users. Our goal is to ensure that every aspect of the Roson experience is tailored to meet the unique needs of our customers.

During our trip, we had several discussions about how we can further refine our user strategy. For example, we talked about how we can reduce scratches on painted parts during shipping, ensure that accessories are properly packed and labeled to avoid misplacement, and design products that are easier to maintain. These are seemingly small details, but they can have a big impact on the overall customer experience.

We also explored how we can better package and promote our products’ unique selling points. In today’s competitive market, it’s not enough to simply offer high-quality products; we need to clearly communicate the value of those products to our customers. This means highlighting the features and benefits that set Roson apart from the competition, whether it’s the durability of our materials, the ease of maintenance, or the long-term cost savings that our products provide.

Another key aspect of the user strategy is leveraging digital tools to enhance the customer experience. We discussed the potential for using digital management systems to streamline processes, improve communication, and provide customers with greater control over their after-sales experience. By adopting these tools, we can make it easier for our customers to access the support they need, when they need it.

Looking Ahead: A Bright Future for Roson and Our Customers

As we reflect on our trip to South America, we are filled with optimism for the future. The feedback we received from our customers has been invaluable, and it has given us a clear sense of where we need to focus our efforts moving forward. We are committed to continuing to improve our products, streamline our processes, and provide the best possible support to our customers.

At Roson, we believe that our success is inextricably linked to the success of our customers. By putting their needs at the center of everything we do, we can continue to build strong, lasting relationships and ensure that the Roson brand remains synonymous with quality, innovation, and customer satisfaction.