Customer service

An eco-friendly approach from pre-sale service to after-sale assistance For highly energy effi cient comfort, we offer our clients an extensive, skilled customer service coupled with high quality products and innovation. To our Authorized Partners we provide professional technical support, training, intelligent software and logistics systems, marketing and fi nancial solutions. We also offer a full technical maintenance service, and our integrated logistics system means spare parts are delivered promptly.

Technical support: quality, efficiency, and safety The Group employs highly qualifi ed staff. In addition to legally required scheduled maintenance, Elco engineers ensure continuous product support and regular monitoring to streamline performance.

Ensuring worry-free service

The Best Class Service project was launched in 2012 to improve the technical support service, tailoring it to meet the specific requirements of customers, who are asked to state their degree of satisfaction in various areas, including quality of the on-site service, availability of replacement parts and transparency of invoicing.

The opinions gathered from over 5,000 customers have shown an increase in satisfaction compared to 2010 in respect of many of the criteria analysed: in particular, over 98% of respondents expressed satisfaction in all the areas mentioned.

Ariston Thermo Group’s teleserviceAriston Thermo Group’s pioneering teleservice and telediagnosys allow technicians to service appliances from any distance and reduce call-out times to a minimum.

Our products are purchased and used in over 150 countriesAriston Thermo has improved the quality of heating comfort by offering high technology, quality and effi ciency products with a limited environmental impact, features that over time have helped achieve and consolidate consumer recognition and loyalty towards the Group’s products.

Customer Relationship Management ProjectIn 2011, Ariston Thermo launched a CRM (Customer Relationship Management) project, to determine its customers’ needs and manage relations more effectively. Two pilot markets are involved to date: Elco Switzerland and Ariston Italia. The project involves 4,000 installers, 2,000 designers and nearly 200,000 end users.

Keeping our customers‘ customers happyWe work in close partnership with our customers around the world to ensure that they are able to select and supply the products, systems and services that best match their customers‘ needs.