Eaton Applauded for Customer Service Innovation with Frost & Sullivan Award

LONDON, September 15 -- At a time when end users are defining offerings in the European UPS services market, Eaton , with its Powerware-branded solutions, has consistently outshone its competitors in terms of customer service and satisfaction. A comprehensive range of service offerings designed to optimally benefit its clients underline the company's receipt of the 2005 Frost & Sullivan Customer Service Innovation Award.

"In demonstrating its exceptional capacity to adapt in accordance with customer needs, Eaton marks itself as a worthy recipient of this award," remarks Frost & Sullivan Research Analyst Shaun Dawson. "The company offers a complete portfolio of services for the entire life-cycle of the electrical systems, from upfront consulting and audit services, to project management and turnkey solutions, to equipment maintenance and support services. All these services, including the clearly defined three-tier ongoing UPS services, can be customised specifically for end users. This, in combination with effective and efficient service provision, has sustained elevated levels of customer satisfaction and encouraged greater business loyalty."

A keen understanding of customer needs has been central to Eaton's highly successful UPS service offerings. The company's commitment to retrieving and analysing feedback from new and existing customers as well as from engineers, by direct client interactions and through various promotional campaigns has been critical to the design and implementation of a comprehensive programme of services.

Customer satisfaction has been reinforced through the provision of rapid and efficient service support. Leveraging the expertise of over 200 engineers in Europe and approximately 2,000 field services personnel worldwide in its electrical business, the company has successfully addressed customer requirements for accessible backup services.

As one of the early promoters of remote monitoring technology, Eaton has integrated remote monitoring capabilities into its UPS service offerings and is poised to capitalise on this potentially high growth area. The company's full online remote service has the facility to significantly enhance customer support.

"The full online remote service allows for a swift response to user problems and this enables Eaton to streamline its operations and maintain an optimum standard of service," concludes Mr. Dawson.

About Frost & Sullivan

Frost & Sullivan, a global growth consulting company, has been partnering with clients to support the development of innovative strategies for more than 40 years. The company's industry expertise integrates growth consulting, growth partnership services and corporate management training to identify and develop opportunities. Frost & Sullivan serves an extensive clientele that includes Global 1000 companies, emerging companies and the investment community by providing comprehensive industry coverage that reflects a unique global perspective and combines ongoing analysis of markets, technologies, econometrics, and demographics. For more information, visit www.frost.com.

About Eaton

Eaton Corporation is a diversified industrial manufacturer with 2004 sales of $9.8 billion. Eaton is a global leader in electrical systems and components for power quality, distribution and control; fluid power systems and services for industrial, mobile and aircraft equipment; intelligent truck drivetrain systems for safety and fuel economy; and automotive engine air management systems, powertrain solutions and specialty controls for performance, fuel economy and safety. Eaton has 56,000 employees and sells products to customers in more than 125 countries. For more information, visit www.eaton.com

    
    Media Contact

    Magdalena Oberland
    Corporate Communications
    Frost & Sullivan
    P: +44-(0)-20-7915-7876
    E: magdalena.oberland@frost.com

    Piia Maja
    Marketing Communications
    Eaton Power Quality Oy
    P: +358-9-452-66-541
    E: PiiaMaja@eaton.com

Magdalena Oberland, Corporate Communications, Frost & Sullivan, P: +44-(0)-20-7915-7876, E: magdalena.oberland@frost.com; Piia Maja, Marketing Communications, Eaton Power Quality Oy, P: +358-9-452-66-541, E: PiiaMaja@eaton.com