Customer Support

Customer input is an essential element that drives the development of new products and the continuing improvement of existing products. When the collaborative development of a product specification is combined with aggressive pricing and extensive quality control, we can confidently ensure a satisfied customer.

Quality, another critical element of customer satisfaction, is taken very seriously at Analytical Industries Inc. All products are manufactured under an independently certified Quality System that complies with ISO 9001:2008, MDD/93/42 EEC (European CE), ISO 13485:2003 (Health Canada) and FDA regulatory standards. To further ensure the confidence of our global customer base, analyzers designed for use in hazardous areas are independently ATEX and/or UL (pending) certified.

Our philosophy further recognizes that after sale support is equally if not more important to maintaining customer confidence and retaining their business . . . essential for the long term growth of Analytical Industries Inc. Learn more about the advantages of our customer support philosophy . . .

Advantages

We will do whatever it takes to make it as easy as possible for customers to do business with Analytical Industries Inc. We are very much aware that customer support isn't just about closing a sale. It starts with providing technical information when called upon and an approach to design that is both sensitive to special customer requirements and certified to comply with appropriate regulatory requirements. Critical after sale metrics include delivery time, education and training and perhaps most important how a company responds to problems. Every manufacturer has a problem at one time or another, how the manufacturer responds can make or break a customer relationship.

Call Analytical Industries Inc. or Advanced Instruments Inc. and you will be greeted by a live person . . . no voice mail here. . . at our end. Our Sales Administrators have been trained to help you with commercial issues, availability and pricing of standard products. If you have a technical issue, our Sales Administrators will locate a qualified individual who can answer your questions.

Design is crucial to the success of a product and modifications comprise approximately 50% of our shipments, to say we are receptive special customer requirements is an understatement. Our extensive application experience combined with customer input and the latest design technology generates quality high performance products that provide customers with an ROI that gives us a competitive advantage in the marketplace.

Delivery is a key metric in our philosophy of customer support. We have made a considerable investment to stock common sensor and analyzer models for the express purpose of having shorter lead times than our competitors. Our internal mandate is to ship sensor orders within 24 hours (normally sensor orders received by 2:00 PM PST are shipped that same day) and analyzer orders in 3-4 days. Often overlooked and frequently a source of customer dissatisfaction is the turnaround time for products returned for warranty evaluation or repair, here a one (1) week turnaround is the metric in place.

Education is an investment in people that extends beyond our employees to our independent sales force and customers alike and contributes to building the relationships critical to long term growth. Training programs include hands-on factory training seminars, all day or lunch and learn sessions conducted at various off-site locations, online reference materials and product manuals accessible 24/7 via our website.

Problems happen unfortunately . . . and how the company responds has a significant influence on a business relationship. We believe that a problem situation is an opportunity to be the silver lining in a dark cloud and hopefully confirm the customer's decision to do business with Analytical Industries Inc. in the first place. Whatever the cause . . . our first priority is to keep the customer's process running. We can provide a replacement sensor immediately or a loaner analyzer, depending on availability, within 1-2 days . . . and sort out the paperwork later. Otherwise, use our hassle-free return policy and tell us about your problem in writing.

In accordance with our Quality System, every return is objectively examined, our findings documented and a copy furnished to the customer. The findings of after-sale returns are closely monitored and are a source for continuing improvements and where necessary additional quality control. The overall number of after-sale returns dropped 50% in 2010 as compared to 2009.