1. Customer Background and Cooperation Origin

Customer Name: Hui* Chain Supermarket (City Center Store)

Situation before cooperation: Before cooperating with us, the supermarket had long procured shopping cart casters through a third-party supplier, with a cumulative purchase volume of 1,500 sets, used for assembling and repairing 380 shopping carts in the supermarket. However, the third-party casters frequently had quality issues during use. Despite multiple communications and repairs, the problems were not fundamentally resolved, seriously affecting the supermarket's normal operation. In February 2023, after multiple unsuccessful repairs and the third-party supplier failing to provide effective solutions, the supermarket learned through industry recommendations about our company's good reputation in caster manufacturing and proactively contacted us, hoping to purchase high-quality casters to solve the long-standing shopping cart usage problems.

Cooperation situation: Since March 2023, the supermarket has purchased shopping cart-specific casters from our company, with the first batch totaling 1,200 sets, used to replace all problematic casters in the supermarket. The caster model is our flagship EP10-11-125M-317 three-blade wheel, with both parties agreeing on a 1-year warranty period.

2. Historical Issues with Third-Party Casters Reported by the Customer

At the beginning of cooperation communication, Mr. Li, head of the supermarket's equipment management department, detailed various quality problems encountered with the previously used third-party casters, as follows:

1. Steering failure and jamming Third-party casters during use 3-4 months later, generally showed inflexible steering, with some casters completely unable to achieve 360  degree rotation. When customers pushed shopping carts to turn between shelves, often appeared " unable to push " jamming ”  phenomenon. Statistics show that about 60% of shopping carts in the supermarket needed frequent suspension for repairs due to caster steering problems. During peak periods, the number of usable shopping carts was less than 50% the total, causing a significant increase in customer waiting time and resulting in many customer complaints.
2. Severe abnormal noise and disturbance From the initial use, third-party casters produced obvious " rumbling ”  abnormal noise during rolling. As usage time increased, the noise became more piercing. Especially in the quiet supermarket environment, the noise spread widely, seriously damaging the shopping experience. Mr. Li stated that several customers reported to the service desk that they gave up shopping and left the supermarket because they could not tolerate the caster noise, which affected the supermarket's customer flow.
3. Rapid wear and risk of breakage The third-party caster wheels used ordinary rubber material with very poor wear resistance. After only 5-6 months of use on the supermarket's tiled floor, the wheel surfaces showed severe wear, with some even cracking and chipping. More seriously, some sets of casters experienced frame breakage due to insufficient frame material strength when carrying heavy goods, causing shopping carts to tip over, damaging goods and nearly injuring customers, posing a significant safety hazard. 20  After-sales response delay
4. When the supermarket reported caster quality issues to the third-party supplier, the response often took 10-15 days. After repair personnel came for inspection, the problem was only temporarily alleviated and could not be completely solved. Multiple requests to extend the warranty period were rejected by the third-party supplier citing improper use, " leading the supermarket into a vicious cycle of ”  frequent repairs, " repeated problems, -  and increased costs. -  3. Specific Performance of Our Product in Solving Customer's Historical Problems ”  After the introduction of our EP10-11-125M-317 silent universal wheels, all previous caster quality issues encountered by the supermarket were fundamentally resolved, with specific performance as follows:

Smooth steering, durable and stable

Our casters use high-precision double ball bearing design combined with high-quality lubricating grease to ensure smooth steering throughout use. Even under high-frequency supermarket use (over

1. times per day per shopping cart), after months of use, no obvious jamming occurs. Supermarket staff reported that after replacing with our casters, the shopping cart steering failure repair rate dropped from 50 to less than 12  %, making it easier and more convenient for customers to push carts, and the queue for shopping carts basically disappeared. 60% Excellent noise reduction, enhancing shopping experience 2% Our caster wheels use a special polyurethane formula combined with precise structural design to effectively reduce noise during rolling. In daily supermarket operations, the noise when moving shopping carts is almost inaudible, creating a quiet and comfortable shopping environment. Mr. Li stated that since replacing with our casters, customer complaints about shopping cart noise have dropped to zero, with many customers reporting a more pleasant shopping environment and significantly improved shopping experience.
2. Wear-resistant, durable, and highly safe Our caster wheel polyurethane material has extremely high wear resistance. Tests show that under normal use on supermarket tiled floors, wheel surface wear is minimal, with a service life of over
3. months, far exceeding the third-party casters' 5-6 months. ：我方脚轮轮面聚氨酯材料具有极高的耐磨性，经过测试，在超市瓷砖地面上正常使用，轮面磨损程度轻微，使用寿命可达 24 个月以上，远超第三方脚轮 5 - 6  Months of service life. At the same time, the caster wheel frame is made of high-strength steel and has undergone rigorous load-bearing tests, safely supporting heavier goods. To date, there have been no cases of frame breakage or deformation, completely eliminating safety hazards caused by caster wheel issues.
4. Comprehensive after-sales service, rapid response We have established a comprehensive after-sales service system to This supermarket provide dedicated after-sales contact personnel. During the use of the caster wheels, we proactively 3 conduct monthly follow-ups with the supermarket to understand the usage of the caster wheels and provide timely maintenance suggestions. If any issues arise, we promise 24  to respond within hours, 48  and arrange for technicians to visit and repair within hours. In addition, after learning about the supermarket's previous after-sales difficulties, we proactively extended the warranty period for the EP10-11-125M-317  model caster wheels to 18 months, allowing the supermarket to use them with greater confidence.

4. The positive impact of our products on the customer's business

1. Significant improvement in customer experience With the complete resolution of shopping cart caster wheel issues, customers find it easier to operate during shopping and enjoy a quieter environment, greatly increasing their satisfaction with the supermarket. 2023 From year 3  month to 2024  From year 3  month, This supermarket customer complaints decreased compared to the previous year, 70% customer repurchase rate increased, 25% and supermarket foot traffic steadily grew.
2. Significant reduction in operating costs On one hand, our caster wheels have a long service life, greatly reducing the frequency of replacements from 2-3 times per year to 2 - 3 times every 2  years, saving the supermarket approximately 1  ten thousand yuan annually on caster wheel procurement costs alone; on the other hand, the failure repair rate of caster wheels has decreased, reducing the time and effort staff spend repairing shopping carts, allowing employees to focus more on customer service, indirectly improving supermarket operational efficiency. At the same time, there is no longer a need to rent external shopping carts due to shortages, saving nearly 3  ten thousand yuan in rental fees annually. 10  ten thousand yuan.
3. Brand image further consolidated ： This supermarket With the advantage of " a high-quality shopping environment and convenient shopping experience, ”  the supermarket's reputation among local consumers has greatly improved. On local lifestyle service platforms, positive reviews about the supermarket have significantly increased, enhancing brand awareness and reputation, attracting more new customers to the store, and further consolidating its competitive position in the local retail market.

5. Customer feedback and future cooperation plans

During the annual cooperation follow-up in March 2024, Manager Li gave high praise to our products and services: "Since replacing with your company's caster wheels, our supermarket has completely gotten rid of the frequent problems with shopping cart wheels. Customer satisfaction has improved, operating costs have decreased, and we are very satisfied with your product quality and after-sales service!"

Based on the good cooperation foundation, the supermarket has reached a long-term cooperation intention with us and plans to purchase 800 sets of our EP10-11-125M-317 caster wheels again for the new store opening in the second half of 2024, for assembling shopping carts. Meanwhile, the supermarket also expressed its intention to recommend our products to other stores within its chain system, hoping to benefit more stores with high-quality caster wheel solutions. This successful cooperation has not only won us a stable customer but also laid a solid foundation for our expansion in the retail industry caster wheel market.