APC 2001 Annual Report Download - page 26

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Challenges
Contribute
to our customers’ performance
From 1999 to 2001, Schneider Electric conducted
satisfaction surveys in 37 countries that represent
93% of consolidated sales. Some 33%
of the customers polled described themselves
as being very satisfied. Our goal is to increase this
percentage to 40% in 2004.
To achieve this target, we are working faster
to develop services that support our customers’
performance. One example is our spare parts
program, which guarantees a new part within
an hour in the event of a breakdown. We can also
manage spare parts for customers, handle on-site
inventories, conduct reliability audits, optimize energy
consumption and help customers improve plant
performance through guaranteed results contracts.
Expand
our contacts for greater efficiency
To handle requests for information and estimates,
order tracking, technical support and complaints,
Schneider Electric has set up call centers
in 40 countries and extended its Internet services
with a global e-catalog, dedicated Internet
and extranet sites, and online training, diagnostics
and troubleshooting. We also offer design
and configuration software and expert systems
on CD-ROM.
Anticipate
and satisfy customer needs
In 2001, we created the Strategy and Market
Development Division with a focus on anticipating
and satisfying customer needs in our major global
markets of residential, commercial and industrial
buildings, industry, energy and infrastructure.
We intend to step up our growth through
five key actions:
• Consistently find better solutions to the most
widespread needs, with products that are more
cost-effective and easier to install, use,
maintain and recycle.
• Strengthen our leadership in web serving
Power & Control with increasingly networked,
flexible and upgradable products that offer
innovative solutions.
• Leverage the Company’s unique global/local
position through lineups that are tailored to local
markets and through global partnerships
with our major strategic accounts.
• Optimize services related to the supply
of products and systems.
• Enhance our portfolio of specialty products and
services so we can offer comprehensive solutions
and take advantage of evolving customer needs
and changing price conditions and technologies.
Because many improvements still have to be made
to fully satisfy our customers, we have to incorporate
customer expectations into the way we think and act.
We will be a customer-driven company.
Be more
Customer Centric