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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DIGITAL TERMINAL
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.”
1-15 MAY 2017