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Total Solution's service department is a boon to the industry SINGAPORE: In 2005, Total Solution Marketing Pte Ltd made a bold decision to set-up a Service Department so as to provide after sales support to clients. This meant setting aside precious real estate space, investing in equipment and, more importantly, investing in personnel by sending them for training to be certified to carry out servicing. Today the Service Department has grown from its initial two to eight, which includes two warehouse assistants who have also been trained to handle servicing. Almost 50% of the staff strength of Total Solution Marketing is up of their service department.

acoustic & lighting system MALAYSIA Tel. +603 - 8075 8990 Fax. +603 - 8075 8266 Email. SINGAPORE Tel. +65 - 6423 0682 Fax. +65 - 6423 0683 Email. THAILAND Tel. +662 - 769 8199 Fax. +662 - 769 8195 Email. INDONESIA Tel. +62 21 29078794 Fax. +62 21 29078968 Email.

“We always knew that every customer gets frustrated with equipment downtime as it means they cannot get a return on their asset investment. However this became more evident to us when we started our own LED rental division in 2004. We felt the exact frustrations our clients felt as we had the gear but we could not optimise it on some occasions due to repairs downtime. From then on we were determined to invest heavily to build up our own service center despite knowing that this will primarily be a cost center to our organisation. Most importantly we wanted to provide an additional assurance to our clients in ensuring that any equipment downtime is minimised and to provide periodical maintenance so as to ensure that their equipment lifespan is extended. I believe

we have been vindicated with our decision as it has proven to be a boon for our customers,” says Glenn Wong, Managing Director of Total Solution Marketing Pte Ltd. Service Technicians are sent to the respective factories for product training and learning to trouble shoot problems. Today, the service department is currently the Authorised Service Centre for Vari*Lite, Robert Juliet, Avolites, ChainMaster, Selecon Lighting, Strand Lighting, Le Maitre, Chromalux LED, Longman and Coolux. “Our service department stocks a full range of spare parts. Together with the services provided by our trained technicians, clients are served very quickly. There is less waiting time for spare parts to arrive from the manufacturer's offices or for that matter to send the equipment to the manufacturer as we are fully capable of handling any faulty equipment. This has translated into higher customer confidence in purchasing solutions from us,” says Glenn. “We must pay tribute to our technicians as well. They are very customer serviceoriented and have good working attitudes as there are times where they have had to respond promptly to last minute support requests.”

Entertainment Technology Asia July-August 2012  

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