Ensuring customer
satisfaction
Some customers are returning satel- lite TV antennas to their dealer because they are not getting the channelsthey want. Althoughthisis a service provider issue, customers
typically contact their dealer to address any
issue they have with the product. Often the
result is the dealer losing a sale. It’s important
that the dealer understand the customer’s
needs and sets proper expectations for the
customer. We recommend a revised sales
process, where more variables are taken into
consideration.
Main topics to review with the customer:
Service
• Discuss the channels and programming the
customer currently uses.
• Take them online and view the service
providers’ websites for channel lineups.
Service Areas
• Refer to the Satellite Coverage Maps of
each service provider that should be provided by the satellite antenna manufacturer. The maps will show the geographical
coverage of each antenna model.
• Based on where the customer travels, help
them determine the programming package
that best fits their needs. It is possible that
they will have to settle on a programming
package that may not have all of the channels or programming they would prefer.
• Recommend the right antenna that meets
their programming needs.
Summary
• Understand how and where a customer
will use the antenna so that you can propose the solution that will give them the
programming they want.
• There can be a number of variables to juggle when it comes to finding the right
antenna for your customer, but covering all
the bases right away can make for a
smoother sales process in the long run.
• Remember, you are the expert. Walking
the customer through the process easily
and with confidence shows that you know
the business and care about getting them
what they want—it’s not just about making
the sale. Differentiating yourself and your
company translates into customer loyalty,
and repeat business.
President and CEO Eric Sung was part of a small group that founded the company in 2004.
Since then Intellian has become a major player in the industry, offering more than 28 models
of TV and VSAT antennas.
Intellian as an OEM worked hard to meet the most stringent antenna qualification
process for its customers’ market segments. The entire first year of Intellian’s existence
was spent designing and establishing this strict antenna qualification processes,
adhering to Lloyd’s and DNV tests, to name a few. Although this qualification process
initially began out of necessity, it became one of Intellian’s core competencies and a
key differentiating factor of its entire product line.
In 2008, Intellian became the global distributor of its own name brand product.
The year 2008 also marked several milestones to launch Intellian as its own brand: A
US office opened in California to manage over 150 American dealers; the company
introduced the smallest satellite TV antenna and the first Ka-band high-definition TV
antenna. The innovative Intellian Ka-band antenna not only operates as a stand-alone
or in tandem with other Intellian antennas, it was designed to operate with existing
standard-definition TV antennas in the market, providing a greater selection of channels to choose from and the ability to switch back and forth between SD and HD.
Momentum continued with the introduction of a line of broadband communications
(VSAT) antennas, the v-Series, geared for both recreational and commercial vessels
and manufactured in sizes from 60cm to 1.25m. With an eye to providing complete
satellite antenna solutions for larger vessels, Intellian in 2009 released a 1 meter satellite TV antenna.
The rapid introduction of products resulted in a full-line offering of both dual-dome (HD + SD) and matching-dome (TV + VSAT or FleetBroadband) systems for any
size vessel in the recreational, commercial or military markets. Two other major breakthroughs in the Intellian line were the release of the WorldView LNB component,
which enables Worldwide TV reception coverage, and the All-Americas LNB, which
allows consistent coverage throughout North, Central and South America. Intellian’s
global mentality, focus and presence continues to expand as evidenced by a network
of over 260 contracted dealers and support network worldwide, corporate headquarters in Korea, a US sales and engineering location, and an office that will open in
Europe later this year.
Innovation Center
After a year of construction, the Intellian Innovation Center opened its doors in
May 2010. The 71,000 square foot facility accommodates R&D, manufacturing and
shipping. It is located just south of Seoul, South Korea, in an area called home to some
of the best-known electronics manufacturers in the world. The direct result of the
