In pursuit of further strengthening one of the important attributes of brand INTEX, one of India’s fastest growing IT companies, Intex Technologies has decided to scale-up its after-sales service structure. The company is all set to venture into CRM based online e-service and has renamed its service arm as “INTEX CARE”. These initiatives will enhance the availability of “good and dependable service” in the neighbourhoods and through the Net.
INTEX CARE will now be an independent business unit of the company looking after the after sales service requirements of the organisation. As a part of the endeavour, Intex is in the process of expanding its chain of INTEX CARE service centres across the country.
The chain, having a mix of company managed service centres, exclusive and authorized franchisee units, aims to cover almost all districts and A class towns. Intex will have 400 of these centres by end of 2010. All of them will have an online CRM based infrastructure and dedicated help-desk call centres which will bring more convenience and time saving for end customers/ resellers looking for technical and after sales service support on the vast spread of Intex products. Through e-service, the consumers will get regular updates through SMS/ e-mail. They will also be able to raise their queries and get feedback through SMS.
The chain will cater to the whole INTEX portfolio comprising of more than 350 products - Mobile Phones, PCs, TFT-LCD Monitors, Netbooks, DVD Players, Multimedia Speakers, Computer Ups, Cabinets, Web Cameras, Keyboards, Headphones, Add-on products, etc. The existing chain of exclusive service points (64 pan India) will gradually get converted into repair factories supporting the INTEX CARE centres. The present base of authorized franchisees will also be upgraded as per the new standards and will continue to operate. Customers calling the INTEX toll free number (1800 11 6789) for troubleshooting/ assistance will automatically get diverted to the respective INTEX CARE service centre.
According to Damodar Sahu, National Service Business Manager, Intex Technologies, “Service excellence has always been a key component of the INTEX business philosophy. The newly-established and revamped INTEX Care Service Centers & e-Service facility are set to raise our customer service levels and satisfaction to new heights.”
A three-day workshop with the all-India Service team, to strategize the roll-out, has been going on and new initiatives have been launched. E-Service is expected to kick-off by mid-December, 2009.
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