SOURCE: Frost & Sullivan

January 31, 2012 08:15 ET

Frost & Sullivan: MIRTEC Superbly Leverages Customer Service Strategies to Cement Its Brand Image and Enhance Customer Loyalty in the SMT Equipment Market

The Company's Ability to Listen to Its Customers and Respond in a Timely and Satisfactory Manner Is the Cornerstone to Its Success

MOUNTAIN VIEW, CA--(Marketwire - Jan 31, 2012) - Based on its recent analysis of the SMT inspection equipment market, Frost & Sullivan recognizes MIRTEC with the 2011 Global Frost & Sullivan Award for Customer Service Leadership.

"With automated inspection process focus shifting from defect detection to prevention, customers are looking for SMT inspection equipment providers that have the necessary skills and expertise in the manufacturing process, along with the technology know-how and financial stability to translate their growth strategies into superior customer service strategies," observes Frost & Sullivan research analyst Lavanya Rammohan. "MIRTEC's ability to understand customer requirements, develop solutions and consistently deliver on customer requirements set it apart in the SMT inspection industry."

MIRTEC holds an enviable position by partnering with customers that are technology innovators. The company's close partnership with Samsung Electronics and LG allows it to foresee future inspection requirements and to strategically focus its R&D efforts to stay ahead of competition. This has further enhanced the quality and delivery performance for MIRTEC.

The company's image-based vision systems provide customers with easy-to-program, easy-to-use and flexible inspection equipment. Its products are well-suited to meet the demanding requirements of high-volume and low-volume production markets and customers benefit from seamless line changeovers with minimum downtime, thereby maximizing utilization rates.

While catering to the stringent demands from its customers, MIRTEC also ensures the same level of quality and performance levels from its supplier network. This has increased the overall performance of the company in relation to flexibility, reliability and speed of customer service. Superior customer service has enabled the company's revenues to increase significantly, with a growth rate of 96 percent in 2010.

Competitive advantage through timeliness is another essential component for MIRTEC's success with original equipment manufacturers (OEMs) and electronic manufacturing service (EMS) providers. Unlike competitors, MIRTEC boasts of a well-established spare parts division that fulfills customer requirements with minimum downtime to the inspection machine.

Further, it employs Web-based tech support programs that deliver problem management and resolutions for its customers. Having engineers and tech support personnel evaluate the customers' product directly on the shop floor enables accurate diagnostics and cost-saving resolution strategies.

"Improved productivity levels, quality, and throughput for its customers are a direct result of product innovations derived from MIRTEC's strong customer service," remarks Lavanya Rammohan. "With strategic support locations globally, and more expansion planned for the near future, MIRTEC has elevated the level of service in the SMT industry and the overall customer experience."

MIRTEC also passes on significant cost savings to its customers in the form of selling prices, more efficient operations, and strong support services. With SMT inspection remaining the industry of focus from the company's inception, it has both the vision and the vertical expertise to create profit-impacting solutions for its customers. This is the reason MIRTEC benefits from long-term collaborations and repeat business.

In recognition of MIRTEC's aim to build and enhance its existing capabilities and service offerings based on customer demands, Frost & Sullivan is proud to present the company with the 2011 Frost & Sullivan Customer Service Leadership Award in the SMT inspection equipment market.

Each year, Frost & Sullivan presents this award to the company that has demonstrated admirable quality and timeliness in the development or introduction of a service. The award recognizes the positive impact of the product/service in terms of cost of service to customers and overall customer value.

Frost & Sullivan's Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.

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