Premier Farnell sets new benchmark for customer responsiveness with roll-out of enhanced support services for electronic design engineers

In line with the company’s focus on Electronic Design Engineers, driving business to the web and growth in emerging markets, Premier Farnell plc, has announced new additions to its class-leading global support services. The roll-out of a new suite of services, which includes engineering specialist technical support and 24-hour ‘Live Chat’ covering key technology areas, further extends the Company’s leadership in customer support, setting a new industry benchmark for service offerings, service levels and customer responsiveness.

All Specialist Technical Support team members are certified in their respective disciplines and benefit from vendor and manufacturer training, keeping their technical knowledge current and in-depth. Premier Farnell’s support services benefit design engineers with content-rich, personalised 24-hour technical support when designing with Newark, element14 and Farnell’s huge range of electronic components. The support team is connected globally to a vendor and manufacturer support network, providing one of the best customer support experiences in the electronic design engineering market.

Premier Farnell’s 24 hours a day ‘Live Chat’ web-based service enables a direct connection between design engineers and Premier Farnell’s support engineers. The service complements the company’s existing real-time telephone and e-mail support and, as with these existing services, is available in a wide variety of local languages. The direct connection between design engineers and Premier Farnell technology specialists is further enhanced through new technical support services that focus on key ‘domains’ such as embedded design, test and measurement, power, analogue technology, passive components, optoelectronics and electromechanical devices.

Currently Premier Farnell’s support services are accessed by over 500,000 users a year and are credited for saving customers significant time and development costs associated with creating electronic products for its customer base.

“Premier Farnell is committed to delivering the best possible customer experience and the roll-out of our new suite of support services including specialist engineering technical support, further extends our leadership in global customer support for electronic design engineers,” said David Shen, Group Senior Vice President, Global Head of EDE and Technical Marketing at Premier Farnell. “Our customers are now able to get detailed technical support anytime, anywhere, in any language saving them valuable time in knowledge acquisition and troubleshooting problems. ‘Live Chat’ further enhances our ability to aid with productivity improvements for engineers designing with our world-class CadSoft EAGLE.”