Opens customer service center in Korea, expands Korean engineer services

I hope you remember Mouser as a marketing company.

An official from Mouser Electronics (hereinafter Mouser), which has introduced itself as a global distributor of the latest semiconductors and electronic components, made an unusual statement.

On the 9th, an announcement was made that a customer service center would open in Seoul (scheduled for April). Mark Burr-Lonnon, Senior Vice President of Mouser’s APAC and EMEA Business, stated that this was because the image of a ‘marketing company’—rather than simply an online electronic component sales company—reflected customer service well.

The reason for opening a customer service center in Korea is also an extension of this. It aims to serve as a communication hub for Korean customers and provide faster support for the latest solutions required for the design and manufacturing of advanced products.

Of course, the reason for establishing a customer center reflects the growing sales performance in the Korean market. Senior Vice President Ver-Ronon said, “Over the past five years, Mouser’s sales performance in Korea has grown by more than 170%, and the number of customers has increased by a whopping 135%.” He emphasized that this exceptional growth is very "encouraging" and views the Korean market as a "springboard" for Mouser's next-generation development.

With the addition of the Korean customer center, Mouser now has 22 customer centers worldwide. Mouser’s growth rate from 2000 to 2015 reached 20.4%, with the Americas accounting for 54% of sales, Europe 26%, and the Asia-Pacific region 20%. As of last year, the Korean market accounted for approximately 11% of sales in the Asian market and grew by 14.3%.

The company explained that on the Mouser website, where 77% of total internet transactions are conducted via online orders, Korea has the highest proportion of internet orders by country.

What is the secret to the average growth rate of 20.4%?

The issue is that while online ordering is the mainstream trend, customers who prefer to order through offline centers cannot be ignored. Daphne Tien, APAC Marketing & Business Development Director at Mouser, stated, “Customers want to order either online or through our offices, and we will cater to both.” In other words, she explained the rationale behind establishing the customer center by stating that the goal is to expand the existing online customer base while simultaneously increasing orders through offline channels.

Then, what is the reason for the increase in Mouser's sales both online and offline?

Senior Vice President Burr-Ronon cited three reasons. “First, the fact that we focus on selling small quantities of products rather than large orders.” In addition, fast shipping (free shipping for orders over a certain quantity) and the ability to provide engineers with the latest products are Mouser's differentiators.

The company emphasized several times that while it typically takes 3 to 4 weeks to receive a single sample, Mouser can complete the process within 2 to 3 days, saving both time and money. Above all, they explained that Mouser is the first place engineers turn to when developing new products due to its rapid supply of the latest items. To this end, Senior Vice President Ver-Ronon stated that Mouser provides a one-stop shopping service that resolves issues quickly within 3 days through collaboration with manufacturers.

Mouser plans to expand its distributor's global distribution facilities by 250,000 square feet (23,226 square meters), with completion scheduled for early 2016. Mouser's website is updated daily, enabling the purchase of over 10 million products, allowing clients to conveniently trade over 4 million product families online.

The full video is available for viewing on TECH PREVIEW.