Aftermarket Service and Support
When we formed Energy Recovery, we had to decide if we were going to be an equipment supplier, or if we wanted to develop true partnerships with our customers. We chose the latter. We felt this would create long-term market share and improve customer retention.
As a result, one of the biggest ways we’ve differentiated our company is by creating a robust customer care program. We provide expert support and consultation throughout the entire customer life cycle. Our service team has incredible industry experience, and we’re willing to go the extra mile for the customer.
We continue to build our business on not only our dominance in the technological arena, but also through our customer service expertise. We have a saying at our company that “sales sell the first one and service sells the rest.” That mantra has enabled us to create a customer service approach that rivals anything we’ve seen from our peers.
Our customer relationships are founded on care, openness, and trust. We learn detailed information about our customers’ projects and needs upfront. We conduct in-depth technical evaluations of each customer’s operations, where we meet the team in person and walk through the plant to see exactly how it’s built. We take all this insight back to our offices, where we formulate a recommended plan that considers all facets of a customer’s needs. We give them online tools and apps to walk them through possible scenarios.
We then visit customers’ headquarters to present a technical seminar on our energy recovery devices (ERDs) and installations, and take them through the approach we feel best suits their requirements. We guarantee all our equipment’s performance, and were among the first company in our space to do so.
After this initial visit to the customer’s headquarters, we continue our involvement in every aspect of the project: project construction, where we oversee installation and provide training; commissioning, where we ensure smooth plant operation with our equipment; and follow-up, where we remain available for technical questions and embrace our responsibility to the customer’s operations.
Our approach for Aftermarket Service & Support is nothing short of comprehensive. We haven’t heard of any other company in our space that provides the level of technical and commercial support that we do. When our customers send us testimonials, they nearly always underscore the service they receive from us.
We also continue to build upon the strength and versatility of our technology. Together, our technology and customer service create a one-two punch for our competitive differentiation. These are two of the biggest pillars that have always grounded our business, and they will set us up for a strong future.