Quality

Quality is a key word for AES Com. It is what makes it different from the competitors and is the central focus of concern in every process improvement discussion. For AES Com, quality begins even before the activation of any service.

All of our Account Managers have solid technical skills. They can understand customer needs and are trained to participate in all activities regarding the service, from feasibility studies to billing. They follow up and interfere in every phase, expediting urgent orders, reporting installation status to customers, actuating so that service is delivered on promise and assuring correct billing.

We maintain and improve our quality of service and delivery time by having installation, maintenance and operations teams working close together and in shifts, 24 hours a day, 7 days a week. Our multi-ring network topology assures backup routes in case of failure in one side of the ring.

We also keep statistics of customer calls and maintenance activities, in order to schedule preventive maintenance routines, mitigating potential outages due to performance erosion of equipments and repetitive minor failures. The annual consolidated availability of our network is 99.98%.

Our NOC system runs the most updated versions of proprietary software from the manufacturers of the equipments and calls are taken by technical operators, facilitating the contact with the customer and optimizing the information flow through all the participants of an installation or maintenance activity.

Very important, as well, is that individual and collective protection equipments, instruments and tool sets used by our external teams are complete and regularly renewed and calibrated.

Client´s satisfaction

In July, 2007, AES Com performed its first Client Satisfaction Survey: a questionnaire about our services was submitted to 185 representatives of our clients and the results were quite satisfactory.

The thirty-two items questionnaire verified different aspects of our services, as customer support, technical and commercial flexibility, installation and maintenance. Clients expressed their satisfaction in a five grade scale, from “very satisfied” to “very unsatisfied”.

In general, the results showed that customers are quite satisfied with our services: most of the answers were rated as “very satisfied” or “satisfied” – about 96,65% of the total. The report was distributed to all departments of the organization, in a way that each one could reflect on the survey results, implement actions for improving their own performance and suggest inter-department process changes to improve the overall quality.

The satisfaction survey is held every year along the months of July and August.