BlitzRotary receives Customer Service Leadership Award 2006

Frost & Sullivan honours BlitzRotary GmbH with the 2006 Customer Service Leadership Award in the vehicle lifts market in Europe. In presenting this Award Frost & Sullivan commends the company’s ability to respond rapidly to client requirements and continually focus on customer profitability goals.

“Rotary is among the few vehicle lift manufacturers that have consistently provided value-added benefits and promotional support services to customers,” notes Frost & Sullivan Research Analyst Benny Daniel. “The company has demonstrated flexibility in tailoring customised product offerings to suit customer needs.”

Its global production capacity offers the necessary impetus to provide timely and efficient services. With global producation plants and capabilities, it is the only manufacturer and supplier with the capacity to support various customer activities irrespective of their geographic location.

“With resellers and service stations across various regions, Rotary has augmented its customer service strength in Europe,” says Mr. Daniel. “Key production capacities across markets which include South America, North America, Canada, the United Kingdom and Germany, as well as plants in China and Malaysia, have increased its competency to serve its clients (vehicle manufacturers) globally.”

Its greatest competitive advantage has been the capability to serve vehicle manufacturers such as VW and DaimlerChrysler, among others in Europe, which adopt a global strategy to ensure universal presence in key markets.

With Asia, Europe and North America being the prime markets where maximum car sales and production take place, Rotary relies on these markets to respond to customer queries across Europe. The focus on upcoming Chinese markets has resulted in significant growth in the vehicle manufacturer customer base, which has been achieved by combining various manufacturing and production capabilites globally to offer ‘complete’ solutions to the European market.

Rotary relies on two programmes for consumer monitoring and feedback, which is crucial in maintaining a customer service leadership position. Its Web site allows it to register various lifts, thereby leveraging its ability to interact closely with end users and offer considerable savings in time.

The company has recognised that lifts are the central point of any vehicle workshop. Besides, attaining spare parts database of vehicle manufacturers is possible only through a dedicated PC at a centralised point, which in most cases is far from the point of repair. Such needs also arise for other prime domains, such as dealer administration systems and diagnostic systems.

This presents a challenge as the implementation of these systems implies increased cost burdens. “In this scenario, Rotary’s fully integrated workplace, INBAY 2 , combines the systems into a single unit, the basis being a pen-based mobile tablet PC integrated into the control unit of the lift,” explains Mr. Daniel. “These projects are a clear indication of its commitment to provide solutions to customer complaints, which will become the basis for obtaining market leadership in other categories as well.”

A further example in this regard has been BlitzRotary’s relatioinship with the Mercedes Benz Car Group, with workshop equipment in the SLR Service Center being provided by BlitzRotary. Key aspects are the special interests taken in designing special adaptors to guarantee safe lifting, and increasing width and height to accommodate various car designs. / Key aspects include the designing of special adaptors to guarantee safe lifting, and width and height increases to accommodate varoius car designs, The services provided by Rotary have reached an extent where SLR Service Center products from Rotary and Blitz are also used in the production of the Mercedes Benz SLR McLaren. A mobile unit fixture serves for transporting and installing engines and gearboxes.

The Frost & Sullivan Award for Customer Service Leadership is bestowed upon the company that has demonstrated excellence in customer service leadership within its industry. The recipient company has shown tremendous responsiveness to customer needs and has continually focused on long- and short-term customer profitability goals. In addition, the recipient company has demonstrated flexibility in tailoring its product offerings to suit customer needs.

Frost & Sullivan Best Practices Awards recognise 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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