World known IT conglomerate ZyXEL has taken the post purchase Customer Service to new level as whole. ZyXEL has appointed F1 for Support Centres in 72 cities across India. All the state capitals are covered in these locations. Several class-C and class-D cities are included in the new plan.
Apart from this, the company has revitalized its website by making it more user friendly and has increased the call centre timings from 8 hours to 12 hours.
Vice President Madhukar Swayambhu apprises, “ZyXEL is in the market for the last 25 years. We have realized that there is much more that consumer expects from us. Earlier the RMA was centralized, and now we have decentralized it to 72 locations across the country. This will leverage a great customer satisfaction.”
Previously, ZyXEL had four regional support centres. “Since we are covering every state capital, it will obviously benefit the large consumer market in that state. In addition to that we have increased the number of hours and agents for our call center and redesigned the support center on our website,” said Mr Swayambhu.
The changes brought about ZyXEL is based on the inputs from a 6 month long user survey by the company. The decision is taken considering the changing mindset regarding the service in organizations and the increasing importance it plays in supporting the business growth.
F1 Info Solutions and Services, a 1neoteric Group company, is one of India’s largest pure-play neutral service provider offering post-sales support and allied services to millions of customers of leading ICT companies in India.
“With over 100 service centers covering 500 locations, F1 will strive to deliver on the stringent customer service parameters for ZyXEL products. We will closely work with ZyXEL to enhance the post-purchase experience and satisfaction of their customers in the remotest parts of the country,” said Shammi Moza, Director, F1 Info Solutions & Services Private Ltd.
F1 has a fleet of more than 700 employees in more than 100 service centers. It provides a bouquet of services across 500+ locations. F1’s range of services include warranty support, L4 repairs, RMA, spare parts management, installation & deployment, facility management and help desk.
ZyXEL Channel Sales head Sanket Kulkarni addresses, “This change is phenomenal. The entire contact centre for the customer is transformed. Telephone has changed, web is changed and physical contact is also changed significantly. Web is much more user friendly and graphical.”
Sanket also held that the turnaround time from lifting the product from the customer and delivering the replaced product will now get reduced substantially. The new method would be safer and faster for our customers. And this will cement our commitment.
“It gives confidence to channel partners especially System Integrators (SI) an Internet Service Providers (ISP) segment who always look for immediate service centre. The value of services has more significance given the increasing role of post purchase experiences affecting revenue. We are working on such mechanism where we give table replacement to partners in channel,” says Madhukar Swayambhu.
Sanket informed, “Though price plays important role in defining product sales, but the end customer will not mind paying little extra money if they satisfactory service. And that’s our strength.”