Frost & Sullivan Recognizes Huber Technology For The Unparalleled Customer Service It Offers Clients
Standard service support for its solid/liquid separation equipment includes full maintenance throughout the product life cycle at no additional costs
Based on its recent analysis of the solid/liquid separation technology market, Frost & Sullivan recognizes Huber Technology, Inc. with the 2013 North American Frost & Sullivan Award for Customer Service Leadership. The company’s outstanding customer service sets it apart from competitors in the fragmented and competitive municipal and industrial water and wastewater treatment market. Focus on factors such as service quality, timeliness of service, impact on overall customer value, and mitigating costs that would normally be added to existing contracts by competitors, showcases Huber Technology’s unique pursuit of customer service excellence.
Understanding that quality of service and the full support of installed product lines ensures customer satisfaction, ongoing efficiency of its product portfolio, and extended product life cycles, Huber Technology created the Huber Service Edge. This trademarked menu of services creates value for existing clients. Huber Technology’s quality of service commitment includes full support at the design phase, installation, startup, and for ongoing maintenance visits—all at no additional cost.
“This means that for an installed base of 2,600+ units from a broad product portfolio of solid/liquid separation equipment, Huber Technology’s field service team supports approximately 1,200+ water and wastewater treatment plants with regular service maintenance visits throughout the year,” said Frost & Sullivan Industry Analyst Eric Meliton. “Adding such value to existing contracts ensures that units provided and installed by Huber Technology are maintained with the highest quality standard and optimal operational effectiveness.”
Through ongoing interaction with existing clients, either through annual feedback surveys or timely product inspections, Huber Technology continuously enhances its perceived client satisfaction ratings. Annual surveys of relevant respondents in client organizations probe deeply on opinions about product quality, product functions, technology treatment effectiveness, and service support. Analytics from these surveys help the company improve product design, technology features, as well as timeliness and effective service support. The survey results also ensure that validated strengths and extraordinary support services are identified and acknowledged internally.
In particular, clients conveyed a positive perception of Huber’s regular onsite inspections. This standard support of existing installed technology by Huber Technology technicians not only allows for continued interaction with clients, but mitigates escalation of service and performance issues. Additionally, having continuous interaction at the client sites ensures that technicians are readily versed in some of the unique challenges at particular treatment facilities, thus improving the response rate and determination of actual solutions.
“Essentially, Huber Service Edge enables the ongoing development of future sales opportunities and the creation of a positive reputation throughout the industry of Huber Technology’s outstanding value-added client support,” observed Meliton. “Supporting its existing client base at no additional cost is a major marketing initiative for Huber’s diverse product portfolio. In the current economic environment, and considering the level of staffing required to support such an initiative, the decision to not pass on additional operational costs to its clients truly highlights Huber Technology’s service commitment.”
In recognition of these factors, Frost & Sullivan is pleased to present Huber Technology with the 2013 North American Customer Service Leadership Award in the solid/liquid separation technology market. Each year, Frost & Sullivan presents this award to a company that has demonstrated outstanding timeliness and quality in its offering. The award acknowledges the attractive cost of service and the impact of the offering on customer value.
Frost & Sullivan 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.
About Huber Technology Inc.
Huber serves the municipal and industrial wastewater treatment market with high quality liquid-solid separation technology. Huber Technology offers the complete chain of screening, grit, sludge handling, and membrane processes. The company is an original source manufacturer specializing in stainless steel fabrication of technologies for water and wastewater. Headquartered in 35,640 sq. ft. of office and manufacturing space in Huntersville, N.C., Huber Technology, Inc. is a member of the HUBER Group as a wholly owned subsidiary of Huber SE, based in Bavaria, Germany. Established in 1872, Huber is a solidly established manufacturer with five generations of craftsmanship to its credit. Known as an innovator, Huber SE is the holder of multiple patents. Huber is the inventor and original manufacturer for the renowned ROTAMAT products and STEPSCREEN and has proven experience and expertise with over 25,000 installations worldwide.
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SOURCE: Frost & Sullivan