How We Work
Lunar Mare begins with a real overseas customer, service obligation or delivery problem. We improve the operating model around what already exists instead of building unnecessary structure in advance.
1. Diagnose the customer lifecycle
For a product exporter, this may run from purchase through support, warranty, returns and repair. For a service exporter, it may run from onboarding through delivery, SLA, escalation and renewal.
2. Design the operating model
We define ownership, workflows, service levels, communication, escalation, review rhythm and management reporting. The result is an operating model that teams can execute.
3. Connect existing capability
We use the client’s current delivery teams, distributors, warehouses, 3PLs, installers, vendors and service providers first. Additional specialists are sourced only when a real customer or market requirement exposes a gap.
4. Operate and improve
We coordinate customer requests, handoffs, escalation, reviews and reporting. Service data, partner performance and recurring issues then guide improvement.
Typical relationship structure
- The client engages Lunar Mare for service operations, coordination, governance and reporting.
- The client’s own teams remain responsible for product, technical or professional-service delivery.
- The client normally contracts and pays third-party providers directly during the initial stage.
- Lunar Mare coordinates the operating interfaces through agreed workflows, communication and escalation arrangements.
Clear boundaries
Each engagement defines the contracting entity, decision rights, responsibilities, information access and escalation authority. Field work and regulated activities are performed by appropriately qualified providers. Lunar Mare does not position itself as a general overseas sales, marketing, incorporation, accounting or logistics agency.