Service at your doorstep...

Tushar Sighat
CEO, D-Link (India) Limited

 

In an ever-changing business environment with new technological innovations, businesses today are facing cut-throat competition. To survive in this highly competitive landscape and evolving new market segments, one has to not only focus on its sales and market share but also offer dedicated services to help customers develop long-term relationships with them in building customer satisfaction. Customer service support is essential for the triumph of a company. It has, in fact, become a fast and effective marketing tool in which many companies strive to perfect.

In order to facilitate prompt customer support system, the Networking Solution provider, D-Link has recently inaugurated its state-of-art service initiative “D-Link Direct Service” – (DDS) in Goa.

Tushar Sighat, CEO, D-Link (India) Limited, said, “We are constantly working towards enriching customer experience with D-Link. With DDS we aim to take this a notch higher and ensure complete customer satisfaction. So while retaining our existing customer base is a priority, attracting new customer is also a key agenda and it is the factors such as service support that will help us to differentiate amongst others.”

 

From Left to Right : Mr. Albert Wong, Director – International Business, D-Link Corporation, Mr. Gary Yang, Managing Director – D-Link (India) Limited, Shri Subhash Phal Dessai, Chairman - Info Tech Corporation of Goa Ltd. (Government of Goa), MLA - Sanguem, Goa, Mr. Tushar Sighat, CEO – D-Link (India) Limited, Ms. Anny Wei, COO – D-Link Corporation, Ms. Candy Cheng, Regional Director – D-Link Corporation, Mr. Dilesh Acharya, General Manager – Goa, D-Link (India) Limited, Mr. C.M Gaonkar, CFO – D-Link (India) Limited

 

 

The three arms which D-Link is relying on to provide its DDS service are – Call Centre support, A High level Repair Centre (HLRC) which is set up in its warehouse in Goa and  Logistics for which the company will take the services from GATI.

Once the customer contacts the toll-free support for software troubleshooting, and if the problem is not resolvable due to hardware failures, then it will be forwarded to the DDS support agent. Then the complaint is logged into the system, the customer will also receive an SMS stating the status of the advance replacement unit dispatched. Upon receipt of the faulty unit in Goa, it would be sent to HLRC team for repairs and ready for next customer replacement.

For metros, the service delivery time will be 48 hours and for the rest part of the country it will be as per the distance. However, all cases will be cleared within 7 days.

Tushar says, “In the initial stage, we will be offering DDS service on our consumer range of products. However, by the next quarter we are likely to extend this service to our enterprise range of products as well.” 

Moving ahead, in order to enhance DDS support experience, D-Link has plans to launch “Direct Service Agent” (DSA) in some cities. The customer can call for an engineer on-site for assistance at nominal charges. This service, which will be enabled through its channel partners would ensure customer get direct technical help.

To conclude

The key to customer retention is good customer service. Acquiring new customers is important, but holding on to existing customers is crucial. So, one has to be constantly tuned in to a customer's needs. Since the market is in constant flux, one needs a consistent and committed approach in order to gauge and be in touch with the changing whims of a consumer.