ZyXEL takes the post purchase Customer Service to new level by appointing F1 for Support Centres in 72 cities across India covering all the state capitals. Several class-C and class-D cities are included in the new plan.
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.”
The changes brought about ZyXEL are 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 is a 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.
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.”
“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.”