Support award for Invensys Wonderware Southern Africa

September 2012 News

Wonderware Southern Africa’s technical support team attended Invensys’ Global Customer Service Connect event in Bratislava from 5-8 June where they received the Distinguished Distributor Award for the Europe Russia and Africa (EURA) region. The award went to Wonderware Southern Africa for achieving some notable milestones including:

* Highest percentage of customers in the EURA region registered on Invensys’ Customer First programme – a multi-level software maintenance and support initiative to help customers get maximum value from their Invensys Wonderware software solutions.

* Highest Customer First renewal rate (88%).

* Highest customer satisfaction index.

* High degree of self-sufficiency and local expertise with less than 5% of cases escalated to Invensys Level 2 support.

* Highest proportion of certified support engineers that have passed an average of 5 Certified Solution Provider examinations.

“We are well pleased with these results,” said Gary Lowenstein, technical support manager at Wonderware Southern Africa. “As the sophistication and range of Invensys Wonderware solutions grows, they impact an increasing proportion of our customers’ business in the industrial automation and IT areas and that is why we have to excel in keeping systems fully operational while advising customers on best practices.”

Another notable achievement by Wonderware Southern Africa is the adoption of the Invensys Sentinel Services initiative by Invensys Operations Management. This service was developed locally and will now be rolled out globally. “Realising that our customers have other priorities than looking after systems, we introduced Invensys Sentinel Services which constantly monitors the performance of solutions on customer premises and allows us to address issues before they can affect production,” said Lowenstein.

For more information contact Jaco Markwat, Invensys Operations Management, +27 (0)11 607 8100, [email protected], www.iom.invensys.co.za

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