It has always been a problem for the vendors to manage support. How do you see it?
With the reduction in the cost of products, all the large companies are facing constant pressure on their margins. At the same time, the customer’s expectations have grown for better services. Simultaneously, the Indian market has moved from major metros to rural areas in a big way and at a fast speed. RT has accepted these challenges and has tried to provide good quality services all the across country. It also provides innovative service solutions to manage costs.

For partners, we manage quality of service, training for the personnel to ensure consistent quality. We work closely with our partners in tier 1-2-3 level for providing wide coverage of cities. At this point, our partners maintain the same standards at par with RT and the service criteria remains the same throughout while reaching across the length and breadth of the country.
When it comes to specific customer requirements, we try to understand them. For this purpose, we have specially assigned programme managers who design solutions based on specific customer requirements. This way, each time a customer requires specialised services, we devise and design our services in the similar manner to meet the demand.

As far as cost-effectiveness is concerned, we try to ensure it by sharing our service centre infrastructure, sharing technical resources amongst all our customers which, in turn, also give us cost advantage.

What strategies you have adopted to create the market share?
We have integrated all aspects of after market services and thus provide single integrated solution to our clients. We have integrated government liaison, Warehousing, Part Inventory Management, Logistics, etc. as value-added services into the basic function of customer care like Repair, Refurbishment, Technical help desk and IMAC Services. Our pan-India reach strengthens our positioning as the Integrated Supplier. To complete our offerings, we are further adding management throughout the life of the product and e-waste services

How do you differentiate your solutions from those of your competitors?
As already answered above, our competitors do not have an integrated solution and pan-India reach. We further strategise very closely with our clients to act as their partners instead of vendors.

How are you empowering the channel partners?
Our partners deliver services and we empower them by providing training, imparting them the required process-related skills and technical skills. We ensure that they deliver at the same level at par with the RT services.