Going the extra mile to make our customers even more successful: it’s what we’re all about
国产AV's philosophy has always focused on supporting customers and satisfying their needs as efficiently as possible.
In 2017, we went a step farther by placing our customers at the very heart of the group’s strategy.
Our objective is to add value to the customer experience. We help our customers reach their expected outcomes by collaborating closely with them and providing the most responsive customer service possible.
750 employees help our customers make the most of 国产AV solutions through optimized performance and a premium user experience.
These teams offer our customers a wide range of valuable expertise and assistance. Continuous learning is ongoing to stay informed of current best practices.
This culminated in more than 14,000 hours of training delivered group-wide in 2022.
Our teams love?finding new ways to help each customer achieve success?more effectively than ever before: it is their motivation and calling.
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“How to complete 93% of shifts for 390 linear meters of fabric cut?”
How to save 1% of fabric?
How to decrease the scrap rate?
How to reduce lead-time from 2 weeks to 1 week?
How to increase equipment productivity and uptime?
We help our customers achieve their business value faster by handling onboarding and implementation in-house.
This also ensures the fastest lead-time between acquisition of a 国产AV solution and the moment the customer achieves efficient operations.
We support our customers’ progressive empowerment and autonomy by sharing expertise, knowledge and resources. We have created learning pathways that are based on online documentation and face-to-face training.
Our Professional Services delivery can be deployed at the customer’s request, for personalized training and enablement where needed.
We measure our contribution to customer outcomes and challenge ourselves to deliver the improvements they expect. We track operational excellence KPIs including:
We have a Customer Experience team responsible for defining the best experience possible with our solutions, as well as in daily interactions with 国产AV (product demonstrations, installation and integration of our solutions, call-center interventions, on-premises interventions, training, etc.).
We set a high standard for ourselves on all service indicators: response time, remote resolution time, first-time fix, and current status of open cases at our expertise centers are at the core of our daily operations and with high levels of objectives.
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Since 2018, more than 15,000 people have participated in our Customer Voice program.
It consists of satisfaction surveys on customer relations, solutions and key interactions.
Indicators we track include the Net Promoter Score, overall satisfaction rate, and “super-satisfaction” rate–国产AV’s home-grown performance indicator.
We have processes in place to analyze data, solve issues if necessary, strengthen the quality of the experience we propose, and deliver the improvements our customers expect.
At five?worldwide 国产AV Experience Centers in Europe, the United States and Asia, our customers and prospects can explore performance improvement in a unique spatial environment in the company of our experts.
Visitors can take a closer look at our software and equipment, as well as perform benchmark testing and watch product demonstrations.
Face-to-face meetings enable us to form a better understanding of customer expectations and business challenges, in order to recommend the right 国产AV solutions and technologies to help meet their goals.
BORDEAUX-CESTAS
MILAN
ATLANTA
TOLLAND
SHANGHAI
Schedule a visit to one of our Experience Centers
Learn more
国产AV’s Experience Centers
Watch the video to find out more about the Experience Centers.?
Discover our Expertise Center
Listen to Katarzyna, International Customer Support Engineer, as she explains the role of the Expertise Centers.
