Integrating sales and customer service, moving towards standardized processes
"The Taiwan Region sales team has grown from 1 person to 78 people." At the beginning of the interview, Daniel mentioned the growth of the team and highlighted the differences between the Taiwan Region and other overseas regions, as well as the original intent behind establishing the Taiwan Region - standardization. "Generally, regions are responsible for sales and customer service, but what makes Taiwan special is that Delta's various business groups (BGs) are located in Taiwan. Therefore, in the past, sales and customer service were handled by the BGs themselves." he said. He used Microsoft as an example, noting that while its headquarters are located in Seattle, local customers are not managed by the headquarters’ BGs but rather through the standardized service processes provided by the Washington State sales team in the US region.

With standardization as the goal, the Taiwan Region will first integrate the sales and customer service teams of two BGs this year, including the completed integration of the datacenter team and the energy storage system customer service team, which will join in September. Daniel further shared, "In the next two to three years, we plan to gradually integrate solution-oriented BGs, such as building automation and industrial automation." Through specialized division of work, the Taiwan Region will handle sales and customer service, allowing the headquarters to focus on global strategy, R&D, product quality, and management.

Horizontal linkage generates synergy, creating greater value for customers
With the increasing number of teams being integrated, the Taiwan Region also hopes to expand its key account (KA) team. "When providing solutions, it is difficult for each BG to work independently. It requires horizontal integration, which is the concept of key accounts." Daniel said. When selling energy storage systems, customers may also need data center solutions. However, energy storage systems and data center solutions belong to different BGs, which can only refer customers to each other. There is a lack of a single point of contact to serve customers, resulting in horizontal linkage and synergy. "Just like high-end department stores have VIP Rooms to directly provide services to VIP customers, saving them time from shopping," Daniel, who is adept at using real-life scenarios as examples, explained.

Under the concept of key accounts, he often encourages the team to proactively communicate to customers that Delta can provide turnkey services. "Only by providing total solution services to customers, we can become a more valuable supplier." From the customer's perspective, another goal is operational excellence. He believes that in addition to the functionality of the product itself, quality, delivery time, price, etc. are all key points for choosing a supplier. In terms of customer satisfaction, the Taiwan Region has established a sales operation team with the aim of enhancing response speed to customers through process improvements.

Facing diverse customer demands, the Taiwan Region will consider the business of each BG in Taiwan as its own responsibility, without excessive differentiation. Additionally, it will also leverage the corporate network resources that Delta Energy has gained through green energy, energy conservation, and carbon reduction to jointly expand the business scale in Taiwan.Daniel (front row, 6th from left), Mr. Jimmy Yiin (front row, 5th from left), EVP of Global Business Operations, and the Taiwan Region's datacenter team

Making good use of local resources to expand business capabilities, aspiring to become a model in the region
When it comes to cross-departmental collaboration, Daniel mentioned that the Taiwan Region has many resources. Delta has accumulated significant brand power in Taiwan, and he hopes that the team can leverage these local brand advantages to establish Delta as a solution provider. Next year, the Taiwan Region plans to collaborate with the Brand Management Division (BMD) and various BGs to hold a Delta Solution Day. This event aims to provide marketing channels in addition to exhibitions, allowing customers and distributors to understand Delta's complete solutions in different fields.

The Taiwan Region and Corporate Sustainability Development Department also maintain ongoing communication. Delta's own experience in sustainability practices plays an important role in communicating net-zero solutions to customers. Delta's goal is to achieve RE100 by 2030, and Taiwan has already surpassed RE80, which is a strong track record that convinces customers, he said. He also hopes that the team can leverage Delta's strengths in branding and sustainability to create more successful case studies and become a pilot site in regions, replicating the experience in other areas.

Internally, the Taiwan Region is willing to become a leading region in talent cultivation, systems, and institutions. Taking talent cultivation as an example, Delta continues to recruit outstanding talents from various fields. However, when transitioning from Industry A to Industry B and considering the challenges of different languages and markets in overseas assignments, it is suggested that newly recruited talents for overseas roles first come to Taiwan to understand product sales and familiarize themselves with the company culture before being sent abroad. Taiwan can assist in nurturing potential talents for international assignments.

The more difficult the task, the more business opportunities there are: Delta Energy faces market challenges with comprehensive services
Besides Taiwan, Daniel also serves as the General Manager of Delta Energy. From July 2022, when he took over the Smart Energy New Business Development Department, to early 2023 when Delta Energy was officially established, he shared with a smile, "The NBD (New Business Development) role has been the most unique experience of my career. When I first took over, I was the only one visiting customers and partners everywhere." He continued, "I remember getting two hundred business cards within a month!" After exploring the market for about a month, he integrated the pain points of the market, such as green energy procurement, surplus energy treatment, and energy conservation and carbon reduction, and proposed the main focus of the new business to the managers. "Turning the most difficult things into opportunities—the more difficult they are, the greater the business opportunities might be."

Under his leadership, Delta Energy, as a pure electricity retailer, initially faced many rejections when attempting to purchase green electricity from large developers. However, this year they successfully acquired solar and small hydropower projects and also secured a NT$30 million subsidy from the Industrial Development Administration to support 11 Delta suppliers in reducing carbon emissions. Despite the challenges of insufficient green electricity supply and developers reluctant to sell and wanting to enter the electricity retailing industry themselves, he firmly stated, "We don't just sell green electricity; our goal is to provide a variety of services, just like convenience stores."

Energy conservation and carbon reduction, as well as green electricity procurement, are not unique to Taiwan. Daniel encourages the team to achieve results in Taiwan first, and in the future, there will be opportunities to export relevant experiences and talents to other regions, providing customers with more comprehensive net-zero solutions. By utilizing diverse sources of green electricity and offering energy conservation and carbon reduction consulting services, Delta Energy can bring more value to its customers.

Daniel (front row, 8th from left) and Delta Energy team

Environmental mission and growth mindset: Daniel's Delta experience and observations
Daniel, who joined Delta in 2018, has previously served as the Director of the IT Department (reporting to the Chief Information Officer), the Director of Corporate Strategic Business Development and Alliance, and has led the NBD to become what is now Delta Energy. This year, he has taken on the role of General Manager of Taiwan Sales. He also shared his observations about Delta, noting that the Company's actions are not solely driven by profit, but rather by the corporate mission of "To provide innovative, clean and energy-efficient solutions for a better tomorrow", and dedicating himself wholeheartedly to everything. "I always approach recruitment and customer negotiations with a focus on this mission." Daniel said, "Having a value system that is committed and consistent in both words and actions is a precious trait for a company."

At the end of the interview, he shared with the interview team the mindset he developed during his job transitions: "In today's rapidly changing business and market environment, when faced with the unknown, we should open our minds and embrace it. You will discover many interesting things." He encouraged everyone to maintain a growth mindset and to Think Big, Start with Small, Keep Going. Exploring new fields can bring about different growth and perspectives!