Create Safety Value for Customers

Customer Service

Business opportunity development

Market development

Through the establishment of a distribution system, our distributors have assisted the Company in the management of local product sales while providing timely service and support to local customers. YOKE enlist the assistance of specific distributors in various regions by functioning as our Worldwide Distribution Center (WDC). By analyzing the historical sales data, we were able to predict the status of distribution in said regions. By taking inventory management and production lead time for planned production, we preemptively ship the forecast sales volume to our WDCs across different regions. For smaller markets or market demands with uncertainty, we also share our resources with our WDCs to help them expand their business.  Incidentally, WDC is not a distributor with different prices at the upper and lower levels, but rather a product sales model established to accommodate the needs of distributors to pick up small quantities and or quick collection of products.

Major personal safety protection equipment manufacturers around the world are key clients for our N-series products. As the cooperation mainly involves OEM products, our sales representatives are required to be ready to communicate and discuss with our customers at any time in order to better understand our customers’ needs for product development while offering YOKE’s latest products to them so as to create more business opportunities and improve our customer service quality.

In addition to operating a subsidiary in Shanghai (Zhen Rui), which functions as an integrating office for all distribution in China, we have also established joint ventures with local distributors in Germany, South Korea and Thailand starting from 2018 to strengthen the development of local markets. In 2020, YOKE also established a subsidiary in Vietnam to further bolster the strength of 8-series product promotion in the local market to consolidate our presence there. YOKE has chosen to operate and distribute products under its own brand name and as of 2020, our distribution channels have spread across six continents and 45 countries around the world, with a total of 102 dealers.

Regions of product distribution

Due to the impact of COVID-19, the distribution of industrial safety lifting components and fittings (8-series) in Europefell by close to 5% in proportion.

Nevertheless, the region remained as our top distribution market. As Asia had been relatively stable in terms of the COVID-19 pandemic, our sales in this region grew slightly more in Asia compared to other regions.

Our high altitude operation fall-proof safety equipment and fittings (N-series) are mainly sourced to major international brands for OEM. Due to demands in Europe, we were able to achieve 6.54% in distribution while the Americas remained as our most important market (at 64.06%). In light of the COVID-19 pandemic that ravaged the world in 2020, our overall revenues fell by 30% after our annual budget has been factored in. We have also seen a substantial decrease in production capacity and demand from orders in regions where the pandemic hit the hardest, as local governments made mandatory reductions in work hours and restricted the access of goods and personnel. The decline in the Americas is the most significant compared to all other regions.

Brand marketing

In an effort to extensively reach out to potential customers in different areas of specialization, YOKE has been attending various exhibitions of automated equipment, machine tools, automobile, plastic/rubber molds and petroleum industries to promote application for our industrial safety lifting components and fittings (8-series). The Company has been participating in shows and exhibitions in more than 10 countries, including the U.S., England, Germany, the Netherlands, Japan, South Korea and so forth. In light of the pandemic in 2020, all exhibitions and shows have been cancelled or postponed, and all our scheduled business trips have been terminated.

The pandemic in 2020 has changed the nature and format of our interaction with customers as we hosted online video conferencing and offered online training videos for our products to serve our clients. In all, we held 35 sessions of online training for our customers and end-users. Fortunately, our customers have reassured us that interaction through video conferencing had actually improved service efficacy. We were able to carry on with the development of new projects without being delayed by the pandemic.

Business opportunity management

In an effort to cultivate new customers, the Customer Relationship Management system was officially launched in 2019 to strengthen the management of potential and existing customers. Through accurate analyses of the needs of potential customers and products, we were able to increase our transaction rate via customer training and online con-call as an alternative to customer visits. For the past two years, we were able to convert 60% of our business leads to actual sales (57.66% in 2020), generating US$ 3.24 million in revenue. This highlights the benefits and effectiveness of the system’s introduction. Not only that, the system also enabled us to separate the remaining unsettled accounts into categories of quality, price, delivery, service, specification, strategic non-order, difficulty in obtaining end-user feedback, delayed demand and so forth. These categories serve as useful references in our improvement of internal operations.

未命名-1Marketing event managementCustomer managementChannel managementBusiness opportunity managementVisit/Sample deliveryQuotation managementProduct and price book managementOperation analysisCustomer identificationMaterial (MM)Day-to-day contactPrice Book(SD)Customer(SD)QuotationOrderVisit/Sample deliveryARTransaction/OrderMaster file and transaction data

Safety is our first priority and
core CSR value

39, 33rd Road, Taichung Industrial Park, Taichung 407, Taiwan 

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#39, 33rd Road,Taichung Industrial Park, Taichung 407, Taiwan