ELAN® Home Systems, a leading manufacturer of award-winning Multi-Room audio/video and home control systems, announced today the debut of its new Five Star Customer Service Standard at the company’s 2007 TRIO Dealer Summit. The announcement was made by Paul Starkey, ELAN’s Executive Vice President of Sales and Marketing.
As part of the company’s on-going mission to continually offer the best Dealer support in the industry, ELAN introduces its new Five Star Customer Service Standard aimed at helping Dealers provide a better level of Client services while, at the same time, reducing costs to Dealers. This visionary, industry-first program not only raises the bar for Dealer and Client support, it also sets a completely new industry benchmark.
“Further reinforcing ELAN’s commitment to addressing the five basic tenets of best-of-breed customer service - Protection, Responsiveness, Convenience, Cost Containment and Satisfaction – this program constitutes our pledge to Dealers and their Clients that ELAN will always go the extra mile to ensure their needs are consistently met,” stated Mr. Starkey.
ELAN’s new Five Star Service Standard follows on the tail of the Company’s award-winning Dealer support innovations including TRIO, ELAN University, Tech Week, ELAN REWARDS, and others that ELAN has pioneered. This latest support program is an industry-defining service plan developed specifically to help Dealers maximize productivity, establish goodwill with their Clients, and realize even greater profitability.
The Five Star Standard takes a systems critical approach to addressing ELAN Dealers’, and their Clients’, needs for immediate and cost effective service and will be rolled out in phases throughout 2007 and 2008. The initial phase of this unprecedented program will be unveiled at ELAN’s TRIO 2007 Summit held on May 17th through 19th in Lexington and will officially launch on June 15th, 2007.
The initial launch includes the following key benefits designed to maximize Dealer efficiency at no additional cost to Dealers or the Homeowners:
• Elimination of All No Trouble Found (NTF) Service Fees
• A New, Extremely Robust Surge Policy
• UPS Call Tags Issued for All Out of Box Failures (OBFs) at ELAN’s Expense
• Advanced Replacement of 25 “System Critical” Products, including ELAN’s Entire System and Amplifier Families of Products. Also covered will be the VIA!dj product line on all units purchased after May 2007
• Two-Strike, No-Questions-Asked Replacement Policy
• Instant and Regular Communications on Repair Status
Cat Fowler, ELAN's Vice President of Marketing and Customer Services, added, “ELAN is helping to address Client concerns regarding downtime, operating errors, system changes, service costs and protection from catastrophic occurrences. This is the one of several extremely valuable Dealer support programs that we will be adding to our award-winning offerings as we continue to further raise the bar in servicing our Dealers and their Clients.”
The new Five Star Service Standard compliments and builds upon the numerous, unmatched care programs that ELAN has delivered to support its’ Dealers to date. In recognition of the company’s dedication to maximizing productivity and profitability for its Dealers, ELAN was honored at EHX Spring with a coveted CEA® 2007 Mark of Excellence Award for Best Training and Dealer Support Programs. This service standard will continue to set ELAN apart.
About ELAN Home Systems
ELAN Home Systems is a leading manufacturer of innovative, award-winning Multi-Room audio/video and home control systems. Based in Lexington, KY, the company’s systems were the first to integrate audio, video, phones and third-party products to create a seamless, easy-to-use “whole house” experience. The company’s unique products provide complete lifestyle, feature-rich solutions, yet can be configured to fit the specific needs of every homeowner. ELAN products are distributed through a comprehensive channel of select Dealers and Distributors throughout the United States, Canada and 58 countries worldwide.
ELAN is a trademark of ELAN Home Systems, LLC, Lexington, KY. VIA! is a registered trademark of ELAN Home Systems, LLC. All other trademarks are property of their respective owners.
ELAN Home Systems