At a time when end users are defining offerings in the European UPS services market, Eaton (NYSE: ETN), with its Powerware-branded solutions, has consistently outshone its competitors in terms of customer service and satisfaction. A comprehensive range of service offerings designed to optimally benefit its clients underline the companys receipt of the 2005 Frost & Sullivan Customer Service Innovation Award.
In demonstrating its exceptional capacity to adapt in accordance with customer needs, Eaton marks itself as a worthy recipient of this award, remarks Frost & Sullivan Research Analyst Shaun Dawson. The company offers a complete portfolio of services for the entire life-cycle of the electrical systems, from upfront consulting and audit services, to project management and turnkey solutions, to equipment maintenance and support services. All these services, including the clearly defined three-tier ongoing UPS services, can be customised specifically for end users. This, in combination with effective and efficient service provision, has sustained elevated levels of customer satisfaction and encouraged greater business loyalty.
A keen understanding of customer needs has been central to Eatons highly successful UPS service offerings. The companys commitment to retrieving and analysing feedback from new and existing customers as well as from engineers, by direct client interactions and through various promotional campaigns has been critical to the design and implementation of a comprehensive programme of services.
Customer satisfaction has been reinforced through the provision of rapid and efficient service support. Leveraging the expertise of over 200 engineers in Europe and approximately 2,000 field services personnel worldwide in its electrical business, the company has successfully addressed customer requirements for accessible backup services.
As one of the early promoters of remote monitoring technology, Eaton has integrated remote monitoring capabilities into its UPS service offerings and is poised to capitalise on this potentially high growth area. The companys full online remote service has the facility to significantly enhance customer support.
The full online remote service allows for a swift response to user problems and this enables Eaton to streamline its operations and maintain an optimum standard of service, concludes Mr. Dawson.