This client manufactures industrial equipment selling for over one million dollars. It is represented in Japan by a trading company based in Tokyo. Due to the complexity of the equipment being sold, the company felt it needed a support operation in Tokyo staffed with people who worked directly for the home office. By setting up such an organization, it would be able to invest in the training necessary to improve customer support for its products. In addition, such a technical support center would give the home office detailed insight into customer requirements, which in turn would make the company more competitive. Finally, the support office in Tokyo was part of a long-term plan to open a direct sales operation in Japan.
The company began their support operation by using the HTM office as their Tokyo address, and HTM President Bill Attridge as their Representative Director. No other office was required, as the first two engineers worked from their homes and at the distributor's office.
Over a period of several years, this organization grew into a large group of highly trained engineers operating out of their own office in Tokyo, and supplying all pre- and post- sales applications, installation, repair service, and material.
HTM continues to fulfill all back office functions for the company, as well as to provide a general management overview that includes customer contracts and pricing.
While many companies believe that having their own staff is necessary to improve support and to increase sales, they also find the cost and complexity of doing so can be prohibitive. HTM's full range of support services opens up new possibilities for increasing a company's direct presence in Japan.