Rockwell Automation Continues Its Worldwide Customer Support Amidst the Darkness | Automation.com

Rockwell Automation Continues Its Worldwide Customer Support Amidst the Darkness

August 222003
Rockwell Automation’s Customer Support Center in Cleveland provided uninterrupted support despite sustained blackouts throughout Canada and the eastern United States

MAYFIELD VILLAGE, OHIO, Aug. 21, 2003 — The single largest power outage in North American history wasn’t enough to interrupt the regular services of Rockwell Automation’s Customer Support Center near Cleveland. A backup generator/uninterrupted power supply (UPS) and a well-planned series of redundant systems helped ensure Rockwell Automation’s technical support specialists remained available to customers 24 hours a day, 7 days a week, at the company’s world-class support center. The support center answered 510 incoming calls after the power went out on Thursday, Aug. 14 and 2,590 calls on Friday, Aug. 15.

“Our paramount concern is to provide support to our customers when they need us – and we were able to do just that in spite of widespread power outages,” said Pat Babington, vice president, Customer Support Maintenance, Rockwell Automation. “Our response time wasn’t affected at all, as our backup power supply kicked in and enabled us to continue helping customers solve their problems quickly and keep their operations up and running smoothly.”

From the company’s Customer Support Center outside Cleveland, Rockwell Automation technical support specialists use in-depth product knowledge and industry experience to provide real-time responses to Rockwell Automation customers around the globe. In addition to its Cleveland headquarters, Rockwell Automation Global Support has four other support centers worldwide, located in Australia, Brazil, Germany and the United Kingdom. Together, the five call centers are the only global operation in the industrial automation industry to provide 24-hour-a-day, real-time support. With more than 290 support specialists providing technical support in over 15 different languages, Rockwell Automation customer support centers answer an average of 68,000 calls every month.

Rockwell Automation also operates a backup customer support center in Vancouver, British Columbia. The Vancouver center, which is capable of supporting any of the company’s five call centers worldwide, keeps a real-time record of all activities and has staff on hand to handle calls in case of a disaster or other major event, such as a power outage, at any of the call centers. The Vancouver site was not used as a backup site during Thursday’s blackout due to proper operation of the Cleveland site’s backup power supply.

Rockwell Automation has demonstrated its superior customer support by achieving certification under the prestigious Support Center Practices (SCP) Certification program for the past six years. SCP Certification quantifies the effectiveness of customer support organizations based on a stringent set of performance standards and represents best practices in the industry.

About Rockwell Automation
Rockwell Automation (NYSE: ROK) is a world-leading provider of industrial automation power, control and information solutions that help customers meet their manufacturing productivity objectives. The company brings together leading brands in industrial automation for Complete Automation® solutions, including Allen-Bradley® controls and engineered services and Rockwell Software® factory management software, Dodge® mechanical power transmission products, and Reliance Electric® motors and drives. The company also is a leading provider of contact management technologies and applications that help companies more efficiently manage interaction with their own customers. Headquartered in Milwaukee, Wis., USA, the company employs approximately 22,000 people at more than 450 locations serving customers in more than 80 countries.
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