" ITREALMS: We’re committed to quality after-sales service – Rachapudi

Wednesday, November 18, 2009

We’re committed to quality after-sales service – Rachapudi

The National Service Manager, Panabiz international Limited, Mr. Phanidhar Rachapudi, has said that quality after-sales service is top on the company’s commitment to the Nigerian market.

Speaking in Lagos at a seminar on ‘Customer Service and Skill sets improvement’ organized for the customer service engineers and customer care executives of the company, Mr. Rachapudi said that the company is strongly committed to building on its core competencies, particularly in after-sales service.

This, he also said, has enhanced the capability of the company to pursue its mission of providing customized solutions that adds value to the businesses in Nigeria.

According to him, in the past years, by adhering to the corporate philosophy of customer satisfaction through high quality service, the company has grown steadily.

“Our response time has been a critical factor in our success story. Today Panabiz has become a reliable solution provider for photocopying, printing and telecommunication requirements of all our customers because they can count on us,” he declared.

Rachapudi pointed out that it is very critical to keep up with the targeted response time as the photocopying and the printing equipments occasionally experience downtime due to wear and tear, thereby leading to decline in productivity levels of customer’s business.

“It has to be ensured that all the equipments are backed up by the monthly preventive maintenance schedules to maintain the service quality standards to all the customers,” he said.

Further, he explained that as part of its continuous endeavor to maintain customer satisfaction, the company banks on customer service objectives of the company, mainly on the three R’s, that is reach, reliability and responsive.

On reach, for instance, he noted that Panabiz help desk could be reached on their dedicated numbers in all the three regions for customer support and troubleshooting, stressing that the company is setting up a call centre in the near future to receive the customer calls and ensure proper monitoring and response.

Additionally, he said that reliability appreciates the efforts of the service personnel attending to the customers for ensuring a timely service delivery and suggested that they should keep up with the good work.

While the responsive entails the customer help desk ensures that all customer complaints are attended to within four hours with call logging within the city limits.

“Standby equipments are provided as a backup to the customers as and when needed,” he said.

Also speaking, Diwakar Yadavalli, the National Sales Manager lauded the efforts and the contribution of the customer service engineers towards the enhancement of the relationships with various organizations.

He reminded participants that the company believes in product excellence, operational excellence and relationship excellence.

“It is important for any organization to be successful. Panabiz always strives to give the latest technology and world class product solutions to the Nigerian customers. We have the best of the processes and procedures in place in our organization. In this competitive environment, it is very important that we distinguish ourselves with excellent service offerings to our customers. This alone is helping us retain our prestigious clientele,” he asserted.

Yadavalli affirmed that the company has experienced profitable relationship with the clients owing to its value-based after-sales-services which include following the monthly preventive maintenance schedules, periodical user training programs provided to maximize the capacity of the equipment, quarterly service report of performance analysis, customer feedback surveys to evaluate and review deliverability in terms of service rendered.

Hence, he concluded that the customers can rest assured that any product offered by Panabiz will be backed by an efficient after-sales-service.

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