Based on its recent research into the electronic test equipment market, Frost & Sullivan presented Concilium Technologies with the 2013 African Frost & Sullivan Award for Customer Service Leadership.
“One of the stand-out features of Concilium Technologies’ service is that it only takes a few weeks to meet the most demanding requirements of customers; its response and delivery time is shorter than its competitors’,” said Frost & Sullivan research analyst, Janani Balasundar. “Best practices adopted by the company include follow-up calls to update customers on the time it will take to provide them with the test solutions.”
Concilium’s sales team is made up entirely of graduates who have a deep understanding of the technical requirements of test and measurement applications. These capable salespersons use their expertise to provide customers with solutions that clearly match their requirements.
In addition to distributing electronic test equipment, Concilium also provides partner accredited calibration and repair services. It has a calibration laboratory and repair facility in Africa that offers a complete range of services, virtually eliminating the need to send the equipment overseas for repair or calibration, and thereby reducing downtime. The company also trains customers to maximise the ROI on their measurement products since some customers face challenges in working with technologically advanced products.
Concilium Technologies is the official channel partner and service provider for Agilent Technologies and JDSU in sub-Saharan Africa, and services all of the Agilent and JDSU products sold in Africa. Frost & Sullivan pointed out that the quality of service and skills of Concilium Technologies’ employees are on a par with those of Agilent Technologies’.
Apart from the high level of service quality, customers are also said to prefer Concilium Technologies due to the strong reputation for reliability and solidity it has built over the years. The company has a high rate of repeat business, as it offers solutions that match customer requirements and provides a high return on investment (ROI).
Concilium also has robust business plans based on quality product offerings. For example, as the education market is a strong vertical for electronic test equipment, the company engages with African universities in countries such as South Africa, Nigeria and Kenya to provide them with the technologically advanced test equipment used in the top universities all over the world. It has special programmes through which the equipment is provided at a discount for students.
“Importantly, Concilium Technologies’ cost of service is reasonable, considering the level of service that it offers,” noted Janani. “African customers are highly price-sensitive, but they understand the value of the company’s service and its ability to meet their requirements.”