Frost & Sullivan Recognizes Agilent Technologies for Its
Outstanding Customer Service for Electronic Test and Measurement
Customers in Brazil
MOUNTAIN VIEW, Calif.,
Nov. 15, 2012 /PRNewswire/
-- Based on its recent research on the electronic test and
measurement (T&M) market in Brazil, Frost & Sullivan presents Agilent
Technologies with the 2012 Brazilian Frost & Sullivan Award for
Customer Service Leadership. Over the last three years, Agilent has
implemented significant customer-centric initiatives, allowing it
to tremendously enhance its leadership position in the Brazilian
electronic T&M market
"Brazil is a very attractive
market for T&M equipment companies in the short- and long-term.
As competition intensifies, consolidating a position in the market
will depend on how well local factors are taken into
consideration," said Frost & Sullivan Industry Director
Jessy Cavazos. "Agilent's
longstanding presence in the country – nearly four decades – and
the tremendous expertise of its staff, its network of partners and
distributors, its local service ability to offer custom service
solutions, and its marketing efforts are the key factors that have
enabled it to be a customer service leader in the market."
Agilent has steadily been increasing its headcount in
Brazil. Most of its personnel have
been with the company for a long time and have tremendous knowledge
of the T&M business and applications. Dedicated account
managers for strategic accounts ensure that Agilent's product
roadmap is aligned with that of its key customers.
"Since the T&M market in Brazil is not yet mature, Agilent cleverly
supplements its direct headcount with contractors and partners,"
added Cavazos. "This is necessary as customers mainly buy low-end
instruments through distributors. Agilent's direct headcount
focuses on supporting strategic partners who primarily handle the
company's high-complexity products and distributors who deal with
low-end products."
Agilent selects partners judiciously, weighing the geographic
coverage, focus, and financial stability they bring to the table.
Once selected, partners go through in-person educational and
training programs and computer-based training materials regularly.
Developing the skill set of its partners is a significant aspect of
Agilent's customer service strategy in Brazil.
Further, Agilent has representatives in different regions to
develop close relationships with end customers. Being physically
close to customers enables the representatives to better understand
their needs and set up meetings in a matter of days rather than
weeks. This is important due to the size of the country, travel
times, and the pursuit of opportunities as the Brazilian government
attempts to spread economic growth across the country.
With Brazil as a key growth
initiative, Agilent has made significant investments, including a
world-class facility in São Paulo in 2011. The service laboratory
is ISO 17025 accredited, which is valued by customers. Agilent has
made significant investments in its service center for equipment to
provide local services for new technologies in Brazil.
"Providing local services has been one of Agilent's key
strategic initiatives and a key differentiator compared with the
competition," noted Cavazos. "Agilent's local support calibration
capability is impressive – service is available for 95 percent of
the models Agilent sells in Brazil. This significantly lowers Agilent's
turnaround time to weeks instead of months, which is impressive
considering the fact that moving equipment in and out of the
country is a tedious process."
All Agilent products come with a complimentary three-year repair
warranty. The company provides full standard calibration for
equipment it repairs in Brazil.
Importantly, Agilent has kept its prices competitive despite heavy
investments. This is due to a greater volume of business it
attracts and the higher costs of exportation/importation incurred
by key competitors.
Finally, Agilent's local language support capability has been
instrumental to its success in the Brazilian T&M market. The
company has invested strongly in providing online and direct
customer support in Portuguese, which is crucial for seamless
communication and customer satisfaction.
The high double-digit growth of Agilent's business in each of
the last three years validates the company's customer strategy. In
recognition, Frost & Sullivan is pleased to present Agilent
with the 2012 Customer Service Leadership Award in the Brazilian
electronic T&M equipment market. Each year, Frost &
Sullivan presents this award to a company that has demonstrated
excellence in the timeliness of offering quality services. The
award recognizes efforts towards innovation, customer satisfaction
and cost effectiveness of the service or products.
Frost & Sullivan's Best Practices Awards recognize companies
in a variety of regional and global markets for demonstrating
outstanding achievement and superior performance in areas such as
leadership, technological innovation, customer service, and
strategic product development. Industry analysts compare market
participants and measure performance through in-depth interviews,
analysis, and extensive secondary research in order to identify
best practices in the industry.
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SOURCE Frost & Sullivan