Based on its recent analysis of the piston and plunger pumps market, Frost & Sullivan recognises Peroni Pompe S.p.A. with the 2012 European Frost & Sullivan Customer Service Leadership Award.
"The company's strong brand name recognition in the market can be attributed to the superior customer services it provides to its clients," notes Frost & Sullivan Research Analyst Niranjan Paul. "Through the effective leverage of its customer service strategy that involves offering consulting and training services, clients of Peroni Pompe S.p.A. enjoy a competitively advantageous position in the European market."
When the plant processes are patented, Peroni Pompe S.p.A. works along with the licensors of the patents. The company conducts a detailed analysis of its clients and their processes, which enables it to provide its clients with a pump customised according to their specific requirements.
This detailed analysis also enables Peroni Pompe S.p.A. to ensure the availability of spare parts to its clients when required, as it already has the knowledge about the capabilities of the client as well as the plant.
"Peroni Pompe S.p.A. provides training to its clients pertaining to how the processes work and how the pump can be incorporated into the system," elaborates Paul. "This ensures optimal performance of the pump and the system as a whole."
In some cases, after the installation of the pump, the client may modify the installation by adding an extra pump, which might lead to complications within the plant. In such cases, Peroni Pompe S.p.A. assists its clients by providing consulting services, such as vibration and acoustical studies, to ensure that the reliability of the pump and the productivity of the plant are unaffected.
The company maintains a database of its clients that includes the necessary contact information, details about the plant and the pumps installed, as well as issues that customers faced in the past. Clients are contacted on a regular basis and the schedule of the visit depends on pump criticality, past performance and year of installation.
"The company also contacts its clients for their feedback on the performance of the pumps and to ascertain whether they have any additional requirements," states Paul. "While earlier, customer satisfaction was gauged through sending out standard questionnaires annually, customer feedback currently is obtained either over the phone or by visiting clients."
Such close, constant and comprehensive interaction enables Peroni Pompe S.p.A. to keep track of the capabilities of its clients; it anticipates when they could require spare parts and provides it to them beforehand. This ensures that the productivity of the plant is not affected.
"Peroni Pompe S.p.A. provides value to its clients by ensuring that the pumps are installed correctly and subsequently monitored continuously," remarks Paul. "Besides, training is also provided to ensure that the right procedures are followed in the event of any plant upgrades."
Peroni Pompe S.p.A. maintains a service contract with its client that is created when the pump is commissioned. The service contract is generally blocked for a period of 3-4 years. In the event of a client facing any problem in the plant, engineers from Peroni Pompe S.p.A. attempt to resolve it immediately.
"Around 60 per cent of the new orders received by Peroni Pompe S.p.A. in 2011 were a direct result of its superior customer service, testifying to its dedicated customer focus," concludes Paul. "A roster of top companies such as Borealis AG, Nynas AB, Agip Petroli S.p.A. and Saras S.p.A. highlight the superior customer service offered to them by Peroni Pompe S.p.A."
This Frost & Sullivan Award is presented to the company that has demonstrated excellence in quality, timeliness and cost of service as well as the impact of service on customer value.
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 to identify best practices in the industry.
About Peroni Pompe S.p.A
Peroni Pompe S.p.A., headquartered in Milan, Italy, is a leading manufacturer of reciprocating pumps primarily for the oil and gas and petrochemical industries. The company's manufacturing plant is located in Gaeta, Southern Italy. In addition to its headquarters in Italy, they have direct presences or service centers in China, Australia, Singapore, Middle East, Nigeria and the United States of America, the last subsidiary was established in 2012 in Perth, Australia. The company's forte lies in designing and manufacturing pumps for demanding applications in off-shore installations. The company leverages its technical team that guides its clients through the installation process and its customer service program to assist its clients in the operation of the pumps, thereby optimizing the use of the installed pumps.
About Frost & Sullivan
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