The client is an airport KIOSK solution provider and they needed to find a device that could replace the touch display on their existing KIOSK. Their customer’s previous KIOSK used 3M’s 22-inch touch monitor. But this monitor has been discontinued in the market. So, the customer found us and wanted to customize a monitor for replacement. In addition, considering the convenience of use, the customer wanted to customize a touch monitor with OSD buttons.
Before formally confirming the customized order, the customer expressed that they would like to test our regular touch monitor by themself to see the quality and working condition of the product. After the customer purchased the sample for testing, they sent us feedback that the sample worked very well in the test.
So, we entered the customization process. First, we discussed the detailed requirements together, and the engineers gave an evaluation plan according to the customer’s needs. The customer also provided the drawing of the touch monitor with OSD that they were currently using. Because we also have rich experience in OSD solutions, engineers immediately optimized the design based on the customer’s current drawings and made further evaluations.
Considering the customer’s discontinued 3M device type compatibility and OSD button customization needs, we informed the customer that the minimum order quantity for custom orders with similar needs in the past was 50pcs. However, the customer said that the replacement needs of their customers were usually not that much. The actual situation was that their customer will replace the touch monitors when they were damaged and confirmed that they cannot be repaired. It rarely happened that a large number of one-time replacements were needed. Especially in the early stage of cooperation, it is difficult to meet such a quantity demand at one time. Ultimately, we two parties negotiated and decided that we can accept 20pcs small-batch customization to fully support customers.
Afterwards, we did not immediately produce these 20 monitors. Instead, we made a customized sample and sent it to the customer after the design drawing was confirmed by the customer. After the sample passed the test, we went into mass production of the rest of the equipment.
This is what US customers told us about their customer feedback on the first batch of custom touch monitors replaced on KIOSKs, and the feedback is that all the touch monitors work very well. In the later period, customers will continue to place orders for the same product, but they will save the time and efforts for the customized communication, design, and sample testing processes and directly carry out the production and pre-factory testing of the same product. For customers, it is also a very pleasant thing for they can find a reliable and cost-effective replaceable touch display supplier and partner.