One critical aspect of a product's successful launch and sustainability is customer support and after-sales service. Some U.S. firms face difficulties providing this support due to distance from the U.S. and the costs of maintaining product support facilities.
Although some local distributor partners normally establish such mechanisms, firms should be prepared to invest substantial amounts of capital and manpower into making their local partner a first-class service provider. Regardless of a company’s international reputation, Indonesian consumers value a firm that can provide on-the-ground customer support. They expect to have their needs handled locally with quick turnaround times.