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 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 email@example.com. 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 into new lighting categories to meet the needs of various applications from customers and enrich the users’ scenarios.
3. For materials, colors, and process innovation, we will strictly limit quantities and provided users with a superior experience.
4. Keep the“O-designer” program thriving. 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 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 to solving a simple problem, bad after-sale experiences with limited edition products, unfulfilled membership benefits, and so on. To change that, we are taking the following measures:
● Consolidate after-sales service
We have already started some programs and are planning to take more measures to improve and consolidate after-sales service.
1. We have prepared accessories in advance that customers can replace themselves to improve the efficiency of solving simple problems.
2. Meanwhile, we are building an after-sale closed-loop system and conducting follow-up visits. Customer complaints during regular promotion periods will be solved within a week.
3. For limited edition products, we will reserve a certain quantity of inventory and related accessories for after-sales purposes.
4. For products that have been discontinued and out of stock, we will offer two options: send back for repair or replace with an upgraded product.
● 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.
Besides this, the following points will also be strictly carried out as promised.
1. We will strictly perform the benefit of 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 to get them for free.
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. This has thoroughly solved all website crashes and major glitches. Since December of 2021, our website has been performing optimally. We also have made some optimizations with a 33% speed increasing with loading pages. In terms of our current payment process, we will upgrade to "order generated while payment" that our customers are more accustomed to, and we will add more payment options for convenience.
Apart from IT-related aspects, we are also working on regulating the accessory section to list more necessary options to meet customers’ needs.
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
Malaysia : We have optimized our logistics mode in November 2021 so that 90% of our customers can receive their packages within 3 days.
Singapore :Having received suggestions from our customers ,we plan to add features to our website where users can choose faster logistics mode, thus improving logistics timelines.
At the same time, we will also strive to find faster and better service logistics companies in order .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 Q3
About Products Progress
1. Olight’s newly improved Quality Management Information System has been effectively put into place and fully utilized in Q3. With it in place, Olight can achieve a paperless operation covering quality inspection of incoming material, manufacturing, and outgoing processes, all with data easily tracked throughout the whole process. Moreover, real-time in-site monitoring and warnings make it possible for more quality issues to be prevented, bringing about enhanced quality.
2. The newest addition to the classic EDC series – the Baton 3 Pro was launched in September. Other new editions will come to the market over time. More importantly, new categories have been added to Olight’s lineup, including the first dual light source and flat EDC flashlight at Olight – the Arkfeld, a brand-new work light – the Odiance, and a safety light – the Gober. Quality and innovation will always be given high priorities for Olight to bring forth reliable and creative solutions to darkness.
About Customer Service Progress
1.We have updated our membership system, which brings more benefits and better services to Ofans. For example, welcome coupons for new users; exclusive gifts for Yellow Diamond birthdays; Legend level have been added(They have the chances to get free new products that are not released on market); new O-Coin redemption coupons in the redemption area.
2. In response to the needs of our fans, we updated more free gifts in the members' area every month; Gold and above customers can get them for free.
3. We provide one or two trial products per month, Yellow Diamond and above customers can enjoy half price purchase.
4.Through customer service, official email, facebook channels, OFans' suggestions and ideas and are fully listened to and taken very seriously. We are constantly working to ensure that our customers can buy the products they really want. For example, we design bundles according to the customer's demands and match the customer's favorite products.
About Shopping Experience Progress
1. In the third quarter, we optimized the website in all aspects. The issues and concerns in browsing and shopping were addressed from the customer's perspective. Through two phases of optimization, 28 improvements were completed. This greatly improved the customer's shopping experience and enhanced the professionalism of the site. For example, category layout became clearer; the search bar was more intelligent and accurate; product images were more concise and descriptions was clearer and more accurate.
2.Mystery Boxes at different prices are available in the September falshsale, which allows customers to buy according to their needs and gives them the pleasure of waiting for a surprise.
3.The online reminder function for out-of-stock products in the mall allows customers to know the arrival time of the products they want to buy in a timely manner. In addition, we also add the arrival date to the description of pre-sale products to inform customers so that they do not have to wait anxiously for when the products will be available.
4. We have implemented a fixed currency option on the PC terminal to reduce the hassle of switching currencies every time, this feature will be synchronised on mobile side in December.
About Logistics Dimension Progress
We speed up the parcel delivery time for Singapore customers by optimizing the packing process and sequence, so that Singapore and Malaysian customers can receive their parcels at the same time as far as possible.