Product Area and Technical Assistance Service: global advice for all kinds of needs
At ALCAD Home we work with a clear customer orientation, offering the best possible service and with the firm commitment to accompany them in all their needs, based on teamwork and innovation. For this reason, in our more than 30 years of experience we have relied on three pillars to build a solid relationship with professionals who trust our products on a daily basis: listen, understand and respond.
Our extensive catalogue, with more than 2,500 products from our Multimedia-TV and Door Entry Systems lines, are currently sold in 60 countries worldwide thanks to the coordination of a large multidisciplinary customer service team, which includes the sales network (with delegations throughout Spain and four own subsidiaries in France, the Czech Republic, Turkey and Dubai), the Administration and Finance department, logistics and the most technical part: the Product area and the Technical Assistance Service.
In a totally globalized market and amid high standards of demand, at ALCAD we try to provide personalized attention, with a high capacity to listen and adapt to different types of clients, always looking for the best solution; thus, an average of 700 queries are handled per month, both by email, by phone or even videoconference. This service does not stop at any time of the year and works in the morning and afternoon, except on Fridays and during the month of August, when it only works in the morning.
Product area and Technical Assistance Service: committed and experienced
Today we focus on the Product area and Technical Assistance Service, which are part of the heart of the service, since many of the queries pass through the hands of its engineers. In the image, from left to right, Mikel Recondo, Carlos Díaz, Idoia Petrikorena, Eneko Alzuri and Daniel Herrero are the face and eyes of a team whose objective is to accompany the client throughout the process, offering global advice: from pre-sale, helping with needs, such as after-sales, solving possible problems or doubts that may arise in the installation.
Carlos Díaz and Mikel Recondo, Product Managers of our Door Entry Systems and Multimedia-TV lines, respectively, explain that "in the pre-sale part, the commercial network assumes a very important role, acting as a link between the person who needs our solutions. In this phase, our main mission is to support the client based on their needs. Even in specific cases that require it, we provide support in the most technical part, studying the requirements of the project in question and recommending the solutions that best fit."
The experience they accumulate, therefore, is what makes it possible for all the information and data received to crystallize into a viable project. But their work does not end here: "At the post-sales level, we help in the installation of our products, guiding the client through the entire process." Whether it is a question or a fault in a product or component, "we closely follow the entire incidence until it is solved." Only in very specific cases, when it is confirmed that the product is defective, is it sent to the Technical Assitance Service for repair.
Throughout the year, but especially during the preparation of the Product Plan for the following year, all the comments and conclusions that the customer service have been able to collect are discussed, and action is taken accordingly: "We always work in a continuous improvement of products, focusing on those models that may have caused a problem. But we are also aware of what the competition does and the needs that customers have transmitted, mainly through the commercial network, to detect possible opportunities."
In this year marked by a pandemic that has hit economies around the world, we have done everything in our power to be as close as possible to our clients. We have activated actions such as increasing stocks for faster service, maintaining all channels open to the client or coordinating improvement in payment terms.
The start-up of our ALCAD Home business unit has resulted in a global improvement of our services: we have been more efficient, with greater specialization and coordination, and a greater speed of response. But all this would not be possible without the support of our most precious asset: our customers and the trust they place in our products and services on a daily basis.
Any questions? Please contact us. We will be happy to help you.