Guest of the month : Kailash Katkar MD & CEO, Quickheal

Kailash Katkar
MD & CEO, Quickheal

What are the  service support concerns   of  the AV industry?

Indeed, there is an enormous pressure for AntiVirus vendors to manage high levels of responsiveness and transform customer information and feedback into actionable results. There are issues in maintaining a sustainable level of effectiveness in leveraging technology to handle and respond to customer queries and/or requests. The existence of multiple customer service raises the bar on customer expectations as well as corporate resources. Organizations have to juggle between old systems and new technologies. And unless these technologies are integrated the sheer weight of these transactions can cause them to crumble.

What are your strategies for the same?

With the onslaught of technology and the rise in consumer expectations, we have tried to balance both the traditional and the spate of new technologies that include voice, e-mail, web-based self-help, online chat, remote and localized support. How do we do that? By understanding and implementing the fact that business processes and technology have equal roles to play. Our work processes are well-defined and streamlined. We take our customers seriously and work on any new insights provided and try and automate tasks for excellent customer service. This also allows us to shift resources quickly to match demand and address customer needs immediately. 

How do you differentiate your  products from those of your competitors?

Comparatively, we are a value-for-money product. This takes into consideration the quality of product and support we provide to end-customers in India. Besides, Quick Heal's strength lies in its strong R&D and a dedicated centre for the same. Our security products are used by consumers, small business, Government establishments and corporate houses for protecting their computers from viruses and other vulnerable threats. As far as logistics is concerned, all desktop and enterprise products are available ex-stock in almost all locations. As for every product or service, it is important to have a strong support system in place and at Quick Heal we have dedicated ground support spread over 30 cities in India and an International support centre that caters to the requirements of our overseas customers. 

What level of channel engagement happens at Quick Heal?

Our partner enablement programmes are also different from the common industry standards. The company takes pride in ensuring that customers and partners are well connected for mutual benefit.  We have comprehensive training programmes for our partners that equip them with the latest products, technologies and latest market conditions. We continuously innovate and create excellent marketing strategies with prioritized and efficient direct"touch" for communications with our resellers and distributors. We ensure regular dissemination of information regarding products, prices and schemes. Last but not the least, we believe in encouraging and enabling partners to identify opportunities and deploy solutions.