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MUMBAI
JULY 13, 2006
Brother
International has announced plans to expand its services footprint across 100
locations in the country by the end of the year. The company further plans to
double this to 200 locations by 2007 with an objective of enhanced customer
responsiveness and optimized turn around time (TAT).
Brother
has taken a three-pronged strategy captioned `Dial-Click-Brick' to boost its
reach and penetration on service. The 'Dial' in the “Dial-Click-Brick”
strategy points at the toll-free number (1800-222-422) that Brother has
introduced. The number connects to a dedicated call center for support and it is
originating from the Mumbai headquarters of the Brother. Customers can interact
directly for solutions to their queries through this number.
The
“Click” part of the strategy is a service response email ID info@brotherindia.co.in,
that enables the company to optimize on support and enable customers to log in
their service related queries. The toll free number and email ID doubles up as a
technical help desk, as this is monitored by the technical team of Brother
International.
On
the “brick” front, Brother has an alliance with Accel ICIM as the
third-party service provider, which has support centers across 70 locations with
presence of Brother trained engineers. Brother has strengthened this by also
conducting training programs for selected resellers. This will enable customers
the convenience of access to a service point closer to home. Initially. Brother
had started with only 35 locations and has quickly grown to double its presence
in one year.
Vishal
Sriwastv, Country Manager, Brother International - India, said, "We are
confident that this wide footprint with a responsive service network will
enhance our customer satisfaction, and translate into wider acceptability of
Brother products, thus resulting in more sales." He further added,
"The initiatives in this region are in keeping with our global focus on
customer satisfaction across the value chain, to provide the end-customer get a
better price-to-performance ratio." Page(s) 1
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