May 30, 2007 -- ELAN Home Systems (Lexington, KY), a manufacturer of multi-room audio/video and home control systems, recently announced the debut of its "Five Star Customer Service Standard" program.
As part of its mission to offer among the best dealer support in the industry, the company says the program aims to help dealers provide a better level of client services while, at the same time, reducing costs to dealers. The company contends that the program not only raises the bar for dealer and client support, but also sets a 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," says Paul Starkey, ELAN's executive vice president of sales and marketing.
According to the company, the Five Star Standard program takes a systems critical approach to addressing ELAN dealers' and their clients' needs for immediate and cost-effective service. The program is billed as "an industry-defining service plan developed specifically to help dealers maximize productivity, establish goodwill with their clients, and realize even greater profitability."
The program will be rolled out in phases throughout 2007 and 2008. The initial phase of the program was unveiled at ELAN's TRIO 2007 Summit, held on May 17 – 19 in Lexington; the program will officially launch on June 15, 2007.
ELAN says that the program's initial launch included benefits "designed to maximize dealer efficiency at no additional cost to dealers or the homeowners." Such benefits, according to the company, include: 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 froducts (also covered will be the company's VIA!dj product line on all units purchased after May 2007; and a "two-strike, no questions asked" replacement policy, along with "instant and regular communications" on repair status
"ELAN is helping to address client concerns regarding downtime, operating errors, system changes, service costs, and protection from catastrophic occurrences," comments Cat Fowler, ELAN's vice president of marketing and customer services. "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 Five Star Service Standard program complements ELAN's other dealer support offerings, including its TRIO, ELAN University, Tech Week, and ELAN REWARDS programs.