APC 2007 Annual Report Download - page 24

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Electric also sells products through large home improve-
ment chains such as Home Depot and Lowes in the US,
Kingfisher in the UK and Saint Gobain Distribution in
France. In addition, the Group uses specialist distribution
channels for highly technical products such as human ma-
chine interface and Voice-Data-Image transmission equip-
ment, PLCs and industrial software.
Schneider Electric nurtures close relationships with dis-
tributors to provide end users with unparalleled local serv-
ice, advice and product availability in 190 countries.
To maintain a high performance network, the Group works
hand in hand with distributors on supply chain issues, tech-
nical training and marketing. Distributors have numerous
resources at their fingertips, including the dedicated “My
Schneider Electric” portal, through which they can access
prices and technical information, place orders and down-
load installation manuals around the clock.
Panelbuilders:
experts in their area
Panelbuilders make and sell electrical distribution or con-
trol/monitoring switchboards, primarily for the Buildings,
Energy and Infrastructure markets. Their main customers
are contractors. Panelbuilders mostly buy low and medium
voltage devices, such as circuit breakers and contactors,
and increasingly, prefabricated systems.
There are more than 20,000 panelbuilders around the
world with specific expertise and areas of specialization.
Schneider Electric serves them with a tailored set of prod-
ucts and services that can help enhance their end product.
Selected panelbuilders, chosen for their professionalism
and ability to promote Schneider Electric’s quality and
safety values, receive advanced technical and marketing
support.
Contractors: indispensable
partners for building dedicated
solutions
To devise customized solutions to end-users’ specific
needs, Schneider Electric works closely with contractors–
a broad category that ranges from specialized or general
electricians to large companies specialized in implement-
ing equipment and systems to OEMs.
These partners add unique value by turning customers’
ideas into working, purpose-designed systems. In addition,
they often advise customers about the different possible
solutions before a project begins.
Schneider Electric works actively with contractors by of-
fering technical training and advice to help them devise the
best response for a given project, from simple to complex
applications.
Systems integrators:
an effective local alliance
Systems integrators, the Group’s historical customers, in-
stall automation devices for end users. The Group has de-
veloped the "Schneider Electric Alliance" with them to
provide users with effective turnkey solutions and proac-
tive local support. Thanks to this alliance of carefully se-
lected partners, customers with automation projects can
easily find qualified professionals located near their instal-
6. Our customers
are our partners
Backed by its unique business model, Schneider Electric
reaches its customers through diversified channels, unlike
its competitors. The Group makes a large portion of sales
through distributors, systems integrators, contractors and
specifiers. These partners provide strategically related
value, and extend and amplify the Group’s commercial and
technical resources.
Quality and customer satisfaction:
a strategic priority
Customer satisfaction is an integral part of Schneider
Electric’s strategy to grow a loyal customer base. Every
contact with Schneider Electric should be a positive expe-
rience that leaves all customers, no matter where they are
located, feeling acknowledged, understood and satisfied.
This commitment is a key differentiating factor.
Surveys are conducted regularly in all countries to meas-
ure progress in customer satisfaction. The targets for 2008
call for a very satisfied customer rate of 44% and a reduc-
tion in the dissatisfied customer rate to 4%.
As in 2006, 90% of orders were delivered to distributors
within 48 hours in 2007.
To enhance its team members’ competencies, the Group
has set up a sales and marketing institute within Schneider
Electric University. All together, 10,123 sales people and
marketing specialists have attended institute programs
since 2006.
In 2007, a customer satisfaction training program was
rolled out worldwide for the Group’s 120,000 team mem-
bers. This large-scale initiative testifies to the importance
Schneider Electric places on customer relations.
Customers have access to 68 call centers, ten 24/7 re-
gional technical centers, 50 customer training centers, on-
line diagnostics and support services, a global e-catalog,
downloadable software, and online information and train-
ing. To forge close contacts with customers and present
the extremely diverse range of solutions offered by
Schneider Electric and its partners, the Group organizes
private professional trade shows called Initi@tive. The
shows feature Schneider Electric’s main products and so-
lutions, as well as those of its partners, demonstrations,
and an “à la carte” schedule of conferences. In 2007, five
“Initi@tive” shows were held in China, Dubai, Poland, India
and Brazil.
Distributors:
a daily partnership
Electrical equipment distributors account for around 60%
of the Group’s total sales and 75% of catalog product
sales. They offer a tight-knit network of 16,000 sales outlets
worldwide.
Distributors are diverse and varied depending on country
and product. This partnership includes local distributors,
wholesalers, non-specialized professional distributors and
large international groups such as Rexel and Sonepar in
France, Nordisk Solar in Denmark, CED-Edmundson in the
United Kingdom, and Graybar and Grainger in the United
States. In the residential renovation market, Schneider