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| Customer Care Center: We care | ||||||
Customer Care Center: a real driver for satisfying our customers |
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Dedicated and available, the Customer Care Centers CCC (also called Customer Information Centers in North America) are at the heart of customer satisfaction. Providing a single point of contact for all customer post-sales and order-processing enquiries, the Customer Care Center 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. |
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 Why calls and for what? |
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Your dedicated Customer Care team members are available to respond to customer questions related to: |
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 Commercial |
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| Logistics |
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| Technical |
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| Service |
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| Business Solutions |
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| 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 are your Customer Care Centers organized? |
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The Customer Care team, organized in three levels, with very clear roles, tools and processes is dedicated to deliver a world class level of support, from every location, about all Schneider Electric offers. |
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| Level 1: Generalist and Technical Support in each country |
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| The first level of support provide to the customers on commercial, logistics and simple technical queries. | ||||||
| Level 2: Technical Service Centres at the regional level |
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| The queries that cannot be resolved by local Centers are quickly escalated to the regional Technical Service Centres | ||||||
| Level 3 : Global product department |
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| The more complex technical querie, 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 Centers, 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 |
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| Schneider Electric Customer Care Centers handled about seven million customer contacts in 2007. Our challenge is to satisfy each of them … | ||||||
| The whole Customer Care team is commited to continuously measure its performance through specific metrics, included in our company score card : | ||||||
| a customer answer rate within one day above 97% |
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| a lost call rate less than 2%. |
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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! |
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Contact your Customer Care Centers now! 
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