The 2011 Frost & Sullivan Customer Service Leadership Award in the South African uninterruptible power supplies (UPS) market has been presented to Master Power Technologies.
“End-users and other competitors interviewed by Frost & Sullivan expressed strong approval for the quality of products and after sales service provided by Master Power Technologies,” notes Frost & Sullivan’s energy and power systems research analyst, Vincent Maposa.
“Technical awareness, flexibility and customer care were seen as the main areas where Master Power Technologies excelled, with the key differentiator being the superior quality of its after sales service.”
Rendering of service in a timely manner is important for the UPS market. UPS devices are mission critical in reducing electricity downtime and related financial losses for end-users. Rapid response to client requests, particularly for unscheduled maintenance, is important.
“Master Power Technologies has provided products and services to customers in a timely manner, responding swiftly to client requests, even for unscheduled maintenance,” states Maposa. “In addition, strong customer services have implied limited electricity downtime and minimisation of financial and brand perception losses.”
This has motivated several telecommunications and data centre companies to select Master Power Technologies as their service provider.
In higher power ranges, the cost of service is usually significant while price sensitivity is less so. Master Power Technologies’ customer service was perceived as being not only of superior quality, but of being available at a lesser cost to customers.
The Customer Service Leadership Award is presented to the company that has excelled in quality of service, timeliness of service, impact of service on customer value and cost of service to customers.
Frost & Sullivan Best Practices Awards recognise 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.