ALCAD Home Multimedia-TV product area: "We respond to clients within 48 hours"
ALCAD Home's Multimedia-TV business line is the heart of our company. We were founded in 1988 with the aim of providing the market with solutions for the reception, processing and distribution of television signals, both for individual and collective installations, not only in residential buildings but also in singular buildings. More than 30 years later, we can say that more than 20 million people in more than 60 countries in the 5 continents benefit from our wide catalogue of products, making us a worldwide reference and with all the guarantees of quality and reliability thanks to our status as manufacturers.
The more than 2,000 references in our Multimedia-TV catalogue allow us to offer the market a wide range of solutions: antennas, preamplifiers and amplifiers, filters, modulators, headends, multiswitches, tap-offs and distributors, cables... with special attention to top-of-the-line products, such as himalaya modular headends, Mont Blanc programmable amplifier, Everest multiband amplifiers or our powerful range of antennas.
In a totally globalised market with very high standards, our Multimedia-TV Product area offers a personalised service, with a high capacity to listen and adapt to the different types of clients, always looking for the best solution and available throughout the year.
In terms of technical support, we currently deal with an average of 200 queries per month, either by email, telephone or videoconference. Eneko Dárceles, front view in the image, explains that "our objective is very ambitious, as we respond to customers within a maximum of 48 hours, anywhere in the world: whether it is an incident, a request for a quote or a technical query, through our ticketing tool."
In this phase, "our main mission is to support the customer based on their needs. Even in specific cases that require it, we provide help on the more technical side, studying the requirements of the project and recommending the solutions that best fit," he stresses.
Training is also an important part of customer support, and to this end, different training courses are organised for the sales network: "We have to explain how our new products work and, above all, know how to convey all their advantages. To do this, we organise different courses throughout the year, both by videoconference and in person."
Constant coordination with the R&D product area
But the area's functions go beyond that, especially considering the volume of references it works with. "Periodically we have to carry out or review technical approvals, CE certificates, documentation of all kinds (standards sheets, technical data sheets...), as well as test the products to check that they comply with the quality requirements imposed by ALCAD."
On a regular basis, "we organise meetings with the R&D product area to keep track of the projects we are working on. At the moment, for example, we are finishing the development of a new programmable programmable amplifier, as well as an improved version of our AI-200 indoor amplifier," he explains. "Furthermore, the component status of each product is monitored, in case obsolete electronic components need to be stockpiled or replaced with new ones. The latter means having to retest them to check that performance is not affected."
Throughout the year, but especially during the development of the following year's Product Plan, all feedback and conclusions gathered by customer service are reviewed and acted upon: "We are always working on continuous product improvement, focusing on those models that may have been problematic. But we also keep an eye on what other competitors are doing and on the needs that the market has transmitted, mainly through the sales network, in order to detect possible opportunities."
The needs may vary depending on the stage of the project, and this is where other areas of the company come in. At ALCAD we are clear about the importance of accompanying the client throughout the process, offering comprehensive advice: from pre-sales, helping with needs, to after-sales, solving possible problems or doubts that may arise during installation.
Eneko Dárceles comments that "in the pre-sales phase, the sales network plays a very important role, acting as a link between the person who needs our solutions and us. At the after-sales level," he adds, "we help with the installation of our products, guiding the customer through the whole process." And if there is any doubt or failure in any product or component, "we follow the incident very closely until it is solved." Only in very specific cases, when it is confirmed that the product is defective, is it sent for repair to Customer Service.
Any questions? Please contact us. We will be happy to help you.