MUMBAI
APRIL 12, 2007

Depending on the positive feedback of the two state service centers opened in India, Intex has planned to roll out more such centers in two phases. These state service centers have specialized people on board, fully equipped with spares, technical competency, state-of-the-art workshops and higher levels of service, which can also be used to give training to Intex partners.

Presently the two state service centers are located at one each, Pune (for Maharashtra) and Indore (for Madhya Pradesh) in the month of February and March respectively. “In the first phase we have planned a total of 10 state service centers in the next six to eight months. The second phase will include establishing of five to six centers in the next couple of months, informed Krishna Verma, VP - Services Operations Intex Technologies. This time states covered will include Gujarat, Andhra Pradesh, Tamil Nadu, Uttar Pradesh, West Bengal and etc.

Intex already has a network of 52 company-operated regular service centers spread across the country. Out of these, 27 are at Branch locations and 25 are satellite service centers in other cities/towns. Verma sharing the need of these centers said, “To offer service support to the customers at the grass root level the company in addition to its existing service network initiated the State Service Center concept.”

For Nagpur-based Silver Systems, who has been with Intex for the last five years, this state level service center initiative is pro-channel community. Sonu, the proprietor of Silver Systems said, ”It not only eases the whole process, but increases the number of satisfied customers. Now we get the products replaced within 50-60 hours.”

The company claims that the transit time for feeding supplies and TAT for advanced level repair varied from three to seven days. But, by opening state service centers, the process would get decentralizes in terms of stocking, repair and support and expect to cut down the time period to one to two.

The state service center concept is an attempt to put in place a service delivery system, which will provide back-end support to all other regular service centers in a state. The regular service centers would provide front-ending and act as an interface between the customers, channel partners and the company.

The reduced response time for resolution of customers service needs would benefit immensely not only the customers but partners also. “The partners would also benefit through the local level training programs that we plan rolling out from our State Service Centers,” Verma further shared. This initiative is purely managed by the company Intex itself.

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