APC 2012 Annual Report Download - page 23

2012 REGISTRATION DOCUMENT SCHNEIDER ELECTRIC 21
OVERVIEW OF THEGROUP’S STRATEGY, MARKETS AND BUSINESSES
1
BUSINESSES, END-MARKETS ANDCUSTOMER CHANNELS
Systems integrators design, develop and support automation
systems to meet their customers’ needs for the performance,
reliability, precision and effi ciency of their operations. By providing
global coverage and local contacts, they offer their clients a high
degree of fl exibility.
Schneider Electric has considerably expanded its automation
line up, giving systems integrators access to a powerful platform
covering all areas of automation from fi eld control to Manufacturing
Execution Systems (MES).
Contractors
To design solutions tailored to end-users’ specifi c needs, Schneider
Electric works closely with contractors, small specialists or
generalist electricians, large companies that install equipment and
systems and integrators.
These partners bring value for end customers, fi rst by advising them
about the choice of solutions that best suits their needs, and then by
installing effi cient systems. The main objective for SchneiderElectric
is to support them in the rapid development of solutions and
technologies for the residential market: lighting, temperature and
door management systems, recharging equipment for electric
vehicles and renewable energy solutions.
In order to strengthen a relationship based on mutual trust and
added value, Schneider Electric partners actively with contractors,
providing technical training and support.
In this regard , the EcoXpert program aims to secure special
partnerships with certain installers, with whom Schneider Electric
shares all its expertise on renewable energy and energy effi ciency
solutions. The EcoXpert network is being developed in many
countries throughout the world.
Specialists
To meet their customers’ growing demand for comfort, ergonomics
and design, specialists (engineers, architects and design fi rms) are
constantly looking for more effi cient and better integrated solutions
for energy management, as well as for access control, security, and
building automation.
They are therefore essential partners for Schneider Electric’s growth,
notably in the high-potential buildings and residential markets, which
include the construction and renovation of single-family homes and
apartment buildings.
Schneider Electric provides many information and training tools for
specialists, such as reserved exhibits, electrical installation guides,
installation design software and training methods.
End-users
Original Equipment Manufacturers
Original Equipment Manufacturers (OEMs) continuously seek to
improve machine performance and optimise maintenance in areas
ranging from packaging to textiles, elevators to conveyors, and
materials handling and hoisting to HVAC.
Schneider Electric works closely with almost
30,000OEMs.TheGroup leverages its expertise and know-how to
nurture these special partnerships. This is mainly achieved through:
•an extensive knowledge of OEMs’ applications;
•dedicated centres of excellence that offer the most competitive
solutions for new machines, in particular, pre-tested, pre-
developed and personalised solutions;
•an international customer support to deliver high-performance
after-sales service worldwide;
•a dedicated program for multi-site and/or global OEMs
that enhances their ability to offer superior solutions on an
international level.
Other large end-users and global strategic accounts
Schneider Electric also addresses customers directly in a number of
end-markets, including but not limited to: utilities, governments and
local public authorities, etc.
The Group has established a dedicated organisation for global
customers, so-called “global strategic accounts”, with the purpose
of developing privileged relationships with them. To meet these
customer expectations, the Group offers “preferred supplier
contracts” to ensure that they rec eive services of the highest quality.
This organisation is based on short lines of communication and
decision-making, rapid mobilisation of Group resources throughout
the world, and dedicated teams in which management is directly
involved.
91 global customers benefi t from this organisation, including
Air Liquide, GlaxoSmithKline, IBM, Lafarge, Marriott, Nestlé,
Procter&Gamble, Total, Toyota, Veolia Environnement and Walmart.
Customer satisfaction
Customer satisfaction is an integral part of Schneider
Electric’s growth strategy. Every contact with
Schneider Electric should be a positive experience
that makes all customers, no matter who they
are or where they are located, feel understood
and satisfi ed. This commitment is an important
differentiating factor, and customer satisfaction
surveys are regularly carried out in all countries in
which the Group operates, and employees attend
related training programs.
Customers also have access to online diagnostics
and support services (an e-catalogue, downloadable
software and online information and training).