Building an After-sales Operation from Zero
From product launch preparation to repair operations, customer support, quality control and logistics management, this project became the foundation of AXION HUB's operational philosophy.
1. The Challenge at the Beginning
In 2016, we joined the Terra Ring after-sales project before the product was officially released.
At that stage, no repair center existed. There were no operating procedures, no customer support workflow, no repair standards and no quality management system.
Our task was not simply to repair products.
We had to build an entire after-sales operation from the ground up.
2. Limited Time Before Product Launch
Only a few weeks remained before the official release.
Within this limited schedule, we needed to establish:
• Customer reception
• Repair workflow
• Spare parts management
• Logistics procedures
• Quality inspection
• Information management
Everything had to be designed, tested and prepared before the first customer contacted us.
3. Learning from Manufacturing
Rather than building a repair center based only on maintenance experience, we first studied how the products were designed and manufactured.
Our engineers received training directly from the manufacturing team.
We learned:
• Assembly processes
• Production quality standards
• Hardware structure
• Firmware installation
• Functional testing
• Failure analysis
Understanding manufacturing allowed us to define repair standards that were consistent with the original product quality.
4. Developing SOPs While Building the Operation
Every operational procedure had to be created from scratch.
Customer reception.
Repair workflow.
Quality inspection.
Logistics.
Internal communication.
Each procedure was continuously reviewed and improved during trial operations.
Many of the management methods developed during this project later became part of the AXION HUB Operations Standard (AHOS).
5. Trial Operation Before Launch
Before the official launch, we operated the complete after-sales workflow in a controlled environment.
Products were received, inspected, repaired, tested and returned exactly as they would be after launch.
This process allowed us to identify operational issues before real customers encountered them.
The result was a stable after-sales operation from the first day of product release.
6.Key Result
This project shaped the philosophy that still guides AXION HUB today.
• Reliable after-sales service begins long before the first repair.
• Repair centers should operate with the same discipline as manufacturing facilities.
• Standardized processes are more important than individual experience.
• Continuous improvement creates long-term operational stability.
These principles continue to influence every after-sales project we support today.
AXION HUB helps international brands establish scalable and reliable after-sales operations for the Japanese market.
From repair workflow design and quality management to logistics and customer support, we build operational systems that continue improving long after product launch.