Customer Care Centre: a real driver for satisfying our customers

Dedicated and available, the Customer Care Centre (CCC) is at the heart of customer satisfaction. Providing a single point of contact for all customer pre and post-sales and order-processing enquiries, the Customer Care Centre develops close relationships with customers. Not only in supporting reactive role, but also proactively – giving you information before you even ask – on delayed delivery, for instance.

Why call?
Your dedicated Customer Care team members is available to respond to customer questions related to:
- Commercial
- Logistics
- Technical
- Service
- Business Solutions (coming soon)

Customers reach out to us on various subjects and the analysis of these queries allows us to detect and avoid recurrent questions as well as to identify areas for improvement.

How is your Customer Care Centre organized?
The Customer Care team with 50 dedicated people is organized in three levels to deliver a worldclass level of support, , about all Schneider Electric offers.

- Level 1: Generalist and Technical Support
The first level of support is provided to the customers on commercial, logistics, service and simple technical queries.

- Level 2: Technical Service Centres at the regional level (10 regions)
The queries that cannot be resolved by local centres are quickly escalated to the regional Technical Service Centres

- Level 3 : Global product department (located centrally in France)
The more complex technical queries, that cannot be resolved by these regional centres, are escalated to and solved by Global product departments.

Communication of the resolution via the local and regional centres, plus a strong management of knowledge and dedicated training programs allow the first levels of support to be self-sufficient… and impact very directly the satisfaction of  customers by delivering most of the answers in less than 24 hours.

Constant Performance Improvement
Schneider Electric Customer Care Centre handled about 2 lac customer contacts in 2007. Our challenge is to satisfy each of them …

The whole Customer Care team is committed to continuously measure its performance through specific metrics, included in our company score card :
- a customer answer rate within one day above 97%
- a lost call rate less than 1%.

Having successfully met the 2007 targets for those metrics globally, and because customer satisfaction is a never ending challenge, we now focus on resolution in the first customer call!

Requests for Products and Services information?
> Contact Customer Care now!