Feature TIME TO REEVALUATE CUSTOMER SERVICE
Interaction with suppliers is increasinglymoving towards internetbased communication, but Bisco bucks this trend, believing traditional, timetested service is best
While technology plays a growing role in customer interaction, Bisco believes it addsmost value for customers byminimizing technology as a source of interaction. Email, phone and e commerce are still used, but without hindrances like voicemail or automated call systems. The objective is to increase customer satisfaction by connecting immediately to teammembers that can develop tailored solutions like pricematching, lower cost cross equivalents, or customkitting. According to Bisco, this approach has paid dividends.
Bisco's ability to serve instant quotes, expedite orders, or speed
up procurement is, of course, hightech, and the company constantly updates its infrastructure and guidelines to increase the responsiveness of its service.
In coordination with its optimized communication channels,
Bisco has created a string of supporting departments to respond to customer needs. Once a need is identified, an enterprise resource planning (ERP) systemnotifies each of the appropriate departments to take action as quickly as possible. Specialists then
work on specific roles, ranging fromcreating customcredit terms to developing binstocking programs.
Other traditional approaches to customer satisfaction include
Bisco's warehousing style. Rather than consolidating shipments to a sole location, Bisco locates its stock closest to its customer’s needs. The company has six North American distribution centers, enabling a one day ground shipment for almost any address. This saves customers time andmoney on costly overnight shipment charges.
Focusing on communicating clearly and quickly with
clientele and creating the best needbased outcome has enabled Bisco to expand at an increasing rate. It currently has 400 employees, 45 facilities, six North American distribution centers and 40 years of experience.With plans for expansion, customers can count on Bisco to continuously provide local service on a global scale.
www.biscoind.com
BRIGHT IDEAS ON CFL REPLACEMENT
Said to be both reliable and energy efficient, ApemComponents' LED lamps are designed as dropin replacements for existing incandescent or compact fluorescent (CFL) lamp products. Based LED lamps boast a lifetime
of 100,000 hours, low power consumption, low heat generation, and excellent shock and vibration resistance. Their long service life helps reduce the total cost of ownership, while high reliabilitymakes them ideal for critical applications where the presence of indication is essential or where lamp replacement is difficult or time consuming. The Apemrange of based LEDs is available in several
options, including high intensity singlechip LED, cluster, and multichip versions. Integral resistors allow direct connection fromsix volts through 230V, depending on themodel selected.
www.apem.com 12 |May/June 2013
www.electronics-sourcing.com
CDM ELECTRONICS is the premier distributor of Winchester Electronics RF Connectors and for all of Winchester Electronics connectors, including backplane connector systems, input/ output (I/O) connectors, rack and panel connectors and power connectors. Winchester electronics designs and manufactures an extensive range of interconnect products used throughout the telecommunications, military, aerospace, wireless infrastructure, computer, industrial, and medical equipment industries.
CDM Electronics
Phone: 856-740-1200 Fax: 856-740-0500
www.CdmElectronics.com
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