Service Special
Intex All Set to Make a Difference Selling any product is not the last job for any organization who wants to grow their business in any part of this world. When it comes to India, people are very much sensitive about choosing a brand which offers best service support. Before the digital era, consumers concern were not taking seriously most of the time. But today, ignoring a genuine issue can ruin the fate of any organization. MNCs always establish their service feet and invest heavily to provide excellent service support to their customers to first retain the customer and ultimately build the excellent repute to help them increase sales. This remains the weakness for many Indian brands especially in IT and Consumer Durable Brands. But Intex, the leading Indian brand has able to make service their strength to maintain leadership position in the Indian market. The company has invested huge money to build robust service network across India to offer excellent service support to their loyal customers. DT brings this special story for readers to know more about company’s strategies on offering best service support.
Robust Service Network Entry of various new players and International exposure have changed the way our customers think, demand and do the business now a days. In today’s networked customer society, the potential, for a bad customer experience, to have the negative impact on businesses growth, has increased exponentially. Arvind Raina, Head - Customer Service Delivery Intex Technologies, says, “We believe that service is a second opportunity to retain customers; the first opportunity was at retail counter. We have inculcated this philosophy on all our service touch points. Service is a time when customer wants maximum attention and by giving maximum attention with empathy, service can create a memory for customers throughout his life. This is the best way to establish a good connect with customers.” Intex Technologies, has strived to
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improve the Customer Experience and achieve Service Excellence by taking many structural and systemic initiatives to help us take our service performance to the next level.The company has started various new initiatives to create
Arvind Raina,
Head - Customer Service Delivery, Intex
customer memories. Through these initiatives, receiving regular customer testimonials has become a trend.“One of the major initiative is IMD i.e. I Made a Difference. It is a program where any employee/Service partner share the
customer satisfaction story which he feels, is a result of excellent customer service/best practice,” says Arvind. Intex has a Pan India Network of Authorised Service Partners (ASPs) along with Carry & forwarding Centres. These authorised partners are known as Intex Care Partners (ICPs), Exclusive Intex Care Partner (EICP) and Master Intex Care Partners (MICPs). Mr. Raina further adds, “This entire service network consist of more than 1500 Service Partners, equipped with modern and world class state of the art infrastructure and penetrating across 1000+ cities across India. Also in the remote locations, we have made various arrangements like PJP (Pre journey Plans) where an engineer from our service partner visits at far end distributor/ dealer’s locations to provide service at there itself. All these arrangements ensures 100& coverage across Pan India.”
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Service Special
Intex Offers Best Support to customers:
Service addressed,” reveals Mr. Raina.
• In case there is a repeat complaint, they handle it using a process called as C1AL i.e. Customer First Analysis Later. Under this program, the moment we get a repeat complaint, query is served on war footing level and update to customer on every stage till query is completely resolved. Analysis of the same is done later on. • Regularly measuring Transactional Customer Satisfaction and capturing customer feedback has helped them find out the root causes of issues and thus taking actions on these causes to eliminate it completely. • Senior Management is regularly connected with customers to understand their real pain and this gives a confidence and trust among customers about organizations commitment for their customers.
Virtual Service Centers Intex has already taken preliminary steps in direction of Virtual Service Centers.Providing customer remote trouble shooting at our contact center is already initiated practice towards virtual service center. The company has already created features through App to locate service center, logging service request, status of service request and intimating customers about product is ready for pickup. “At our Contact Center we have introduced processes like “Emulator – simulator” where a contact center agent can simulate various product failures and can provide faster resolution to customer queries and ensure First Time Fix solution.Also we are planning to roll out a smart CRM, equipped with virtual service center facility… We have started various applications using which customer’s themselves login and register their requirement to be
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Intex has also started a practice of capturing NPS (Net promoter Score) where we find out the number of customers who are loyal and ready to recommend Intex to their friends or colleagues. With this initiative, we are targeting to create Intex services as a Brand Differentiator and becoming a sales enabler.
Future Plans The company is investing in various ways to create a robust after sales services for a sustained customer experience. Company is investing in the development of a modern CRM to ensure Omni Channel presence and match customer’s information from every single channel and update in real-time. Investment in various digital modes of interaction with customers e.g. application based registration of customer’s Installation requests, Capturing Customer feedback using a digital machine, IVR based remote interaction with customers and collaborations with various technological partners to manage and
improve field services in an effective and efficient manner. “We are investing in Business Process Re-engineering to have a robust process management system to ensure our processes are ready to accommodate future growth. Investment in setting up a Business Excellence teams to ensure sustenance of service excellence practice is also a giant step to elevate customer experience in near future. Company is investing heavily on its backend support i.e. Repair Factory and multi presence Warehouse and distribution network. Investment in the expansion of our network channel shall be a ongoing practice,” concluded by Mr. Raina.
Partner’s Feedback
Name: - Pinank Thakkar Company Name: - Om Infocom Designation: - MD
I want to congratulate the team Intex for
providing
such
an
exceptional
service infrastructure, processes and
service management teams. Customers are treated like friends in the service
center. Behavior of ASMs & Services engineers are really good and their efforts
in
resolving
issuescreate
a
positive messages and word of mouth
publicity across the Market. Company also provides SWAP phone in case
there is delay in service which is really auniquefeature of Intex service plan. The
company makes necessary arrangement to ensure parts are available all the
time.These all help us in selling Intex
products very happily. I can confidently
say that due the impact of these services my Business has grown to 9 Cr. from a level of 1.5 Cr in a span of two years.
Name : Rakesh Jain Company Name: Mahaveer Sales Designation: Proprietor
Intex Service has improved a lot post Jan 2016. Most new 4G models launched
are good and have less complaints. Also the spare support and service team
support in market gave us and retailers a confidence on stocking, displaying and promoting Intex phones. We all are
very happy to get huge support form
service team by offering service on time with prescribed deadline. There is sharp decrease in repeated complaints
as compared to 2016. Intex 4G models are extremely good and quite affordable for customers. With high class service
support, we had experienced huge sell out and demand in the market which ultimately helped us in building confidence within retailers.
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