Service plays very important role for any tech brands to succeed in any market, especially in India. In recent times with emergence for digital mediums, consumers are more powered. They chase brands across all digital platforms to resolve their issues. Brands too provide best service support to make such customers loyal for their brand. Hence, the role of service players is very important for the growth of technology market in India. To analyze the current situation about the ongoing association between service players and brands, DT spoke to Vikas Gupta, Managing Director, Technology and Gadgets (TAG) and Murali Krishnan, Director, Kaizen Infoserve.
Service Scenario in New Normal
Service support is an important aspect that determines brands’ value in the market. Tech brands put deep efforts to improve service quality and make the customer experience better. Talking about the challenges arriving in delivering the best service support to their customers, Vikas Gupta, Director, Technology and Gadgets (TAG) said, “In post COVID world, there are immense challenges for the service partners. The service centers are not operational in full swing as the restrictions from the government are hampering the operations. Regulations also vary for each zone and district which is one of the major concerns right now. The team has to be prepared for the new regulations imposed in different zones. It creates unnecessary chaos and results in increased timing for solving customers’ queries. Apart from it, smooth flow of goods and logistics is proving to be the biggest issue in new normal. The customers expect to get adequate support from the service centers but the challenges arriving on different fronts tying our hands.”
Kaizen Infoserve has many leading brands on board as partner for providing customer support across all region. While sharing his pleasure over the association with TAG, Murali Krishnan, Director, Kaizen Infoserve said, “We work with most of the distributors who are fully grown and growing. We understand that the hand holding for growing distributors play a critical role and Kaizen’s vision & mission were clear since inception. Our Association with TAG has crossed 36 months, happy to update that both TAG and Kaizen further nurtured the relationship with resellers, customers across the country, duly acknowledged by TAG for the techno support in the IT components space, see clear differentiation in terms of customer satisfaction since such brands are associated with us. These positive customer feedbacks directly helping brands like TAG in having excellent sales and marketing for the products. While on the other hand to improve the product performance, we too share the failure-related data to understand customer requirements and expectations from the TAG.”
Kaizen Uplifting Service Standards
“Service plays a very crucial role in any brand’s journey and decides the fate of the brand so service support needs to be best-in-class. Every brand wants their customers to be happy so they seek to appoint the right service partner. Vikas Gupta, TAG commented, “Kaizen Infoserve is a big name in the service industry as it has years of rich experience which makes it a preferred service partner. On the other hand, it is a backend for most of the big brands that have believed in Kaizen due to its unparalleled quality of service. Now being one of the topmost service partners, Kaizen deeply understands the need of customers and fulfills their expectations which ultimately add value to the brands’ reputation. Kaizen is pro in their customer-centric approach which makes them different and helps to win consumer confidence, in turn, helps the brand to make win-win situation.
Initiatives to Improve Service Support
“Our association with Kaizen Infoserve is aimed at delivering best-in-class service support to our customers. We are committed to serving our customers better therefore consistently working towards improving our service infrastructure” stated Vikas Gupta, TAG. “Kaizen has been helping us a lot and its efficiency creating a difference in service is not hidden anymore. To strengthen our service support infrastructure, we have added more hubs and more locations. Moreover, we are trying to add more distribution brands for signing up kaizen for a better consumer experience on support. We are now looking to further uplift the service support experience for our loyal customers across the region.”
Plans to Grow in Indian Market
Kaizen is successfully operating from the last 15 years and has built great repo and a robust infrastructure across the country. Its wide network of offices spanning from metro cities to smaller cities helping the consumers in a very effective manner. Murali Krishnan, Kaizen Infoserve added, “We have Bangalore as corporate office, Central warehouse and we also have regional hubs/branches in 10 other states. We are managing the activities efficiently in the respective regions. Also, we have more than 40 active Kaizen Authorised partners (KAP) in smaller cities that add additional value to our strength. Our homegrown ERP has the feature to add brands/SLA based on locations enabling to manage the Turnaround Time (TAT) the requirements.”