1. Flash Forward - Sales Extra Page 1 of2
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Stories of Customer Service Excellence
Andrew's Customer Care employees are responsible for a number of internal and external activities. They communicate
customer requests and requirements internally to Andrew's product line, shipping, invoicing, and ot~er departments,
while informing the customer about product availability, production status, tracking information, payment issues, and
much more. Balancing customer demands and Andrew's internal capabilities is a challenging job, especially in a high-
pressure environment where customers want products immediately.
Jackie Shields, customer care representative (Andrew Orland Park), managed such a
situation when Cingular bought high volumes of Andrew RF Path products for its third
generation (3G) build-out in Upper New York State in 2005. Shields entered purchase orders
into SAP, communicated available stock and shipping statuses to the customer, handled
repair and return scenarios, and worked closely with AI Hack, project manager, Cable
Products and Distribution, to ensure customer demands were met. "Cingular's UMTS project
was conducted at a very compressed and frenetic pace, which included 284 sites being
integrated in six months," says John Vecchione, Andrew manufacturing representative,
Intertek Group. "Jackie was very communicative, responsive, and caring in regards to the
frequent and frantic customer inquiries." Shields' efforts, as well as those of many other
Andrew employees, led to Cingular's Upper NY State market being one of its only regions to activate its UMTS network
on time.
"I have always enjoyed working with the customers," says Shields. "I like developing working relationships and keeping
the lines of communication open for all issues and concerns. The most joy comes from having a happy customer who
will be there to continue their relationship with Andrew Corporation."
Priscilla Lee, customer care representative (Andrew Hong Kong), also played a major role
in supporting a customer's 3G build-out. Hong Kong-based Sunday Communications decided
in 2004 to build a 3G network from scratch and looked to Andrew for help. Lee helped
submit product samples and arrange Sunday's corporate approval of Andrew's couplers,
Teletilt@ base station antennas (BSA), Virtual AirT'" HELIAX@ cables, and Positive StopT'"
connectors for use in the new network. Working closely with Andrew's Luke Tsang, sales
manager, Lee helped the company win 100 percent of Sunday's HELIAX product, BSA, and
coupler requirements. The total revenue generated from this project was over $5 million.
"Priscilla does a great job supporting Luke in administrating orders for the 3G projects of Priscilla Lee
several Hong Kong customers," says Chris Ding, master change agent/black belt, Business
Improvement Process group. "There were a lot of Sunday orders and deliveries that required extra patience,
carefulness, and effective communication, and Priscilla handled all of them very well."
"We received high praise from Sunday," added Tsang, "and continued to dominate its business in FY06."
These are just two of the many success stories resulting from the hard work, good communication, and customer focus
of Andrew's Customer Care teams worldwide. Acting as one of the customer's primary interfaces, and the liaison into
Andrew's operating units, customer care representatives help coordinate the interconnected flow of customer demands,
project timelines, and manufacturing and shipping capabilities. Their dedication to the task is what keeps customers
http://webcore3/flashF orward-Sales/2006-l 0-23/misc/cc-stories.html 10/23/2006