Profoto China After-sales Service Project Overview
Challenges at the Beginning of the Project
Why a New After-sales Operation Was Needed Building a Reliable Service Operation for a Global Brand
In 2019, Profoto decided to establish its official after-sales service operation in China.
The objective was not simply to repair products. The new service centre needed to provide a repair experience that reflected the quality and reputation of the Profoto brand.
At that time, after-sales support depended largely on individual experience and existing repair practices. While products could be repaired, the operation lacked the structure required to deliver consistent quality, predictable lead times and long-term scalability.
To build a reliable service operation, AXION HUB concluded that both operational management and engineering practices needed to be redesigned from the ground up.
From Distributor Support to a Brand-controlled Operation
Many traditional repair centres focus primarily on completing repairs.
For an international brand, however, after-sales service is part of the overall customer experience. Repair quality, turnaround time, communication, data management and product traceability all influence how customers perceive the brand.
This meant that the project could not rely solely on experienced technicians.
A complete operational framework was required to ensure that every repair followed the same standards regardless of who performed the work.
The goal was to create an operation that the brand could manage, improve and expand over time.
The Challenge of Completing Repairs Within 4 Business Days
One of the most demanding project requirements was maintaining a repair turnaround time of within four business days.
Achieving this consistently required far more than improving repair speed.
Every stage of the repair process had to work efficiently, including:
- Repair reception
- Product inspection
- Fault diagnosis
- Spare parts management
- Repair work
- Functional testing
- Quality inspection
- Packaging and shipment
A delay at any stage could affect the entire repair schedule.
Rather than focusing only on engineering speed, the project concentrated on improving the overall workflow.
When Products Change, Repair Operations Must Change
AXION HUB had previously developed an after-sales operation for the Terra Ring project.
However, Profoto products presented completely different technical characteristics.
Professional studio flash systems require different repair procedures, testing methods and safety standards.
Instead of reusing existing workflows, the project required a new operational model designed specifically for Profoto products.
This included improvements in:
- Repair workflows
- Spare parts management
- Software support
- Fault diagnosis procedures
- Safety management
- Quality control
The objective was not simply to adapt previous experience, but to establish an operation designed specifically for this product category.
Building an Environment That Produces Consistent Quality
Excellent repair quality should not depend solely on highly experienced engineers.
The working environment, repair equipment and operating procedures all influence the consistency of repair results.
To reduce unnecessary variation, the project focused on creating an environment where every engineer could perform repairs using the same standards and methods.
This included improvements to repair workstations, measurement equipment, documentation, testing procedures and quality management.
The result was a more stable repair operation capable of supporting long-term growth.
Engineering Challenges in Daily Repair Operations
Operational improvements alone were not enough.
Several engineering challenges directly affected repair safety and efficiency.
These issues required practical technical solutions before stable repair operations could be established.
High-voltage Fault Diagnosis
Some Profoto flash units contain internal circuits operating at voltages exceeding 700 volts.
During troubleshooting, engineers sometimes need to measure live voltage while the product is operating.
The available test points inside the product are extremely small, with only a few millimetres separating the positive and negative terminals.
Using standard handheld probes under these conditions creates a real risk of accidental short circuits.
This not only risks damaging the product under repair, but also presents unnecessary safety risks for technicians.
Without a safer and more reliable measurement method, it would be difficult to achieve both repair quality and the required turnaround time.
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Dust Contamination Inside Returned Products
Profoto products are used in professional studios and on-location productions for many years.
As a result, many returned products contain significant amounts of dust inside the enclosure.
Cleaning is required before repair work begins.
However, using compressed air in a normal repair area allows dust to spread throughout the workspace, affecting nearby products and reducing the overall working environment.
Traditional repair centres often perform this work outdoors.
Although simple, this approach is affected by weather conditions, creates uncontrolled dust dispersion and makes it difficult to maintain a stable repair environment.
A cleaner and more controlled process required dedicated equipment as well as improvements to the repair workspace.
Technical Challenges Could Not Be Ignored
These engineering issues were not isolated technical problems.
They directly influenced repair quality, turnaround time and operational stability.
Improving the service operation therefore required more than better management.
It also required practical engineering improvements that could be applied consistently during daily repair work.
Building an Operational System, Not Just a Repair Centre
The ultimate objective of the project was never to create another repair workshop.
It was to establish a complete after-sales operation that the brand could continue to develop over time.
This included:
- Operational standards
- Engineer training
- Quality management
- Repair documentation
- Technical procedures
- Product traceability
- Continuous operational improvement
By integrating these elements into a single operational framework, the Profoto Service Centre became more than a place where products were repaired.
It became the foundation for a reliable and continuously improving after-sales operation.
Building the Operational Structure