Start Anew from the 15th Anniversary
Olight Brand Promise
For years, Olight has spared no effort in creating high-quality and reliable illumination tools, which enable us to have the best partners and fans worldwide. While creating classic and popular products with technology breakthroughs, we also have lessons to learn. “Tardy logistics, excessive color alternation, the lack of innovation …” these are the voices driving our deep self-reflection. To Olight, A flashlight is not only an illumination tool but a responsibility to protect, bridge friendships, and provide a silent companion. Therefore, we have decided to change and make the following commitments for our 15th anniversary:
We commit that Olight South Africa will practice “continual technology & product innovation” and provide an “excellent customer experience” from every aspect under the guideline principles of “customer-orientation”.
We believe that this 15-year mark is a fresh start and a greater challenge. We’re on the move with some incredible measures and actions to fulfill our promise. The changes and achievements may not look obvious right now, but we believe that you will see them soon!
Hereby, we sincerely invite and welcome everyone to witness and oversee our transition to these new and updated policies. We more than welcome any suggestions, comments, criticism, or ideas that may help Olight to do better in the future. With that said, feel free to always contact us at firstname.lastname@example.org. Our dedicated team will follow up with all feedback, whether it’s trivial or crucial.
We firmly believe that during our journey to illuminate the world, there is a better way and brighter place out there with your involvement.
About Products and Innovation
Olight will continue to focus on delivering more reliable and innovative lighting products.
● Quality First
At Olight, we take great importance with our product quality.
From raw materials to final products, quality control runs through every step of production with our quality management information system. Raw materials are inspected under strict quality standards and MIL-STD-105E AQL acceptance standards before assembling. Product quality can be checked in real-time and traced throughout the entire process. Any abnormal performance that occurs will trigger the alert system and be handled in a timely manner. Reliability sampling tests such as an aging test, packaging test, waterproof test, drop test, etc. will be carried out and those that don’t qualify will be recognized and handled in a timely manner as well. All products before shipment will be rigorously inspected with their appearance and function.
To strengthen our manufacturing and quality control abilities, we are also introducing our automatic manufacturing equipment and the Olight Manufacturing Execution System (OMES).
Quality is always #1.
● Continual Innovation
To Olight, the product is our basis while innovation is the root. Olight will continually increase R & D investments with a 2x the input over the next 2 years, while exploring a sustainable development path driven by innovation.
1. Keep iterations of our classic product series to achieve better performance with user experience enhancements.
2. Expand intonew lighting categories to meet the needs of various applications from customers and enrich the users’ scenarios.
3. For materialscolors, and process innovation, we will strictly limit quantities and provided users with a superior experience.
4. Listen to the voice of customers, and try to push their constructive ideas and product designs into real production.
Groundbreaking and industry-disrupting innovations do take time, but we firmly believe that this is possible. Since we have already made up our minds to focus on our core functions and are willing to invest in R & D, we believe that our customers will see incredible products releasing one after another.
About Customer Service
Olight Continues to Provide Excellent Service
At Olight, we will always strive to create an inspiring and personalized experience while using our high-quality lighting products. We have received a lot of praise by bringing “Wow” experiences to our customers such as sending out birthday gifts, festival gifts, and a variety of other surprises. We plan on continuing to do this in the future. However, we also realized that we haven’t done well in some aspects like keeping customers waiting long to solving a warranty claim, bad after-sale experiences with discontinued products, unfulfilled membership benefits, and so on. To change that, we are taking the following measures:
● Consolidate after-sales service
We added a warranty page about after-sales instructions at the bottom of the website. Customers can fill in the contact us page to send their warranty question to our customer service email@example.com. Once we received, we will contact them and deal with after-sales as soon as possible.
1. Meanwhile, we are also optimizing the after-sales process and simplifying the tedious process in the after-sales.
2. For the warranty claim of sold-out limited edition products, products that have been discontinued and out of stock, we will offer two options: send back for repair or replace with an upgraded product.
3. In addition, we are building an after-sale closed-loop system and conducting follow-up visits. We will conduct after-sales customer satisfaction surveys every two months and continuously improve our services based on your suggestions.
● Update membership benefits
To give back to our customers, we have always attached a large importance to membership benefits. We will fulfill what has been listed and makeup for the unfulfilled members this year.
1. We will strictly perform the benefit of VIP Early Access, and inform you in advance if there are any special situations.
2. The gifts in the Preferential Zone will be further enriched, allowing copper level customers or higher can freely exchange.
3. New limited-edition products will be updated in the Exclusive Limited-Edition Zone.
Customer service including after-sales service, membership services, and “Surprise Gift” services is one of the core features of our Olight “customer-oriented” brand promise. We will continually provide excellence and exceed service expectations.
About Shopping Experience
Olight Promises to Provide a Smooth and Delightful Shopping Experience
As a lighting company mainly dependent on R&D and manufacturing, we must admit that we have experienced a lot of e-commerce growing pains like website crashes, slow speeds, functional errors, and other problems. Thanks to the patience and support of our customers and fans, we have finally set up and released a self-built networking system with over a year of hard work from our IT Team. We also have made some optimizations with a 33% speed increasing with loading pages.
In terms of our current payment process, we will add more payment options for freely choice. In response to market pricing issues, we will adjust the price of new products according to market exchange rate fluctuations.
In addition, we are also working on regulating the accessory section to list more necessary options to meet customers’ needs. For out-of-stock products, the product description will remind you of the product arrival date.
Efforts may take time; changes may seem slow. However, we hear your voice and are truly changing and improving. Just wait and see our results!
Olight Strives to Improve Logistics Delivery Efficiency
Over the past two years, we cooperated with the third party logistics Globeflight, which was difficult to make a good collaboration and caused a terrible logistics experience to our clients. It’s painful to both our customers and us. At present, we are looking for more suitable logistics partners, and allow customers to choose from a variety of delivery methods, and do our best to improve delivery timeliness and delivery service experience as soon as possible. Our resolutions are aligned with our actions, we will spare no efforts to make things happen. Let’s look forward to a better and faster logistics experience together!
Again, we sincerely invite all of you to join our improvements and we welcome any opinions and suggestions at our feedback mailbox firstname.lastname@example.org. We will follow up, listen to your suggestions, and implement improvements.
Let’s conquer the darkness and possess happiness to light up the world at anytime, anywhere.
Brand Promise Progress In Q2
About Products Progress
a. To bring our customers more reliable products, we have focused on better controlling the quality of batteries by rigorously testing their safety performances through newly-introduced testing equipment. This is including a Battery Extrusion Needle Punch Tester, Battery Weight Impact Tester, and Battery Thermal Shock Tester, all to help ensure our batteries comply with the strictest safety standards.
b. The new design Olight Valkyrie Turbo LEP WML has officially released on July.
c. We always strive to improve and bring you more visible outcomes, both in quality and innovation.
About Customer Service Progress
a. We have updated the warranty policy on the website. You can contact us for after-sales by email (email@example.com) or fill the page "contact us" on the website.
b. We added more benefits for our loyal customers. Please refer to O-FAN-CLUB page. Besides, we will continue to enrich other member area products as well.
c. In the Q2 monthly promotion, we have prepared surprise gifts to be randomly placed in the order for delivery. We will also continue to prepare more personalized and unique surprise gifts for our fans to give them an exclusive experience.
About Shopping Experience Progress
a. We labeled the ETA of out-of-stock products in website and inform all on Facebook group once the new shipment arrived.
b. We redefined category and added usage scene images for clients to find what they want easily.
c. We wrote a blog to show the details of purchasing process for better guidance.
About Logistics Dimension Progress
We used the new logistics RAM to deliver packages which made order delivery faster and better from May.