DAIKIN
Nitin Malhotra
CEO & Co-founder,
247around

Customer Experience Is The New Marketing Battlefront

In the September 2018 edition of TVJ, we had shared our vision to be the fastest service provider of electronic devices in the world and to be most loved by our customers, service franchises, engineers, and employees. Additionally, we focus to work on delightful customer experience. We continue to breathe, dream and execute this dream 24×7 around.

Outreach strategy

We operate aiming at better customer experience; thus, we majorly rely on word-of-mouth advertising. This helps in getting more brand partnerships. We are continuously strengthening our service network to ensure that we cater to our customers’ needs seamlessly. Customer experience drives all our key actions and our people are at the core of the services we deliver resulting in skill-upliftment.

Through the year, we have delivered 400+ trainings to more than 8000 people on HVAC. We have generated 2000+ new employments throughout the country and imparted 250+ vocational trainings to technical staff of our partners. 500 online videos were created to facilitate installation and faster first-time-right service for 20+ products in our service portfolio.

We are developing service warriors – dedicated diligent workforce that breathes, dreams, and lives good customer service. We train our teams and partners to always think from customer’s perspective as that is the surest test to the actions they take in their job day in and day out, be it in terms of optimizing their visit routes, work, spares, or handling calls.

Plans for the Indian market

We have strengthened regional capabilities by expanding our franchise network and refined our services to better align with the dynamic expectations of the industry.

Today we have 100+ brand partnerships in India with 25+ appliance categories. We plan to invest more in quality manpower and superior technology integration to ensure that our brands get a better value proposition. To bring more clarity on service actions in field, we have launched Engineer Buddy app for better delivery of services and are shortly launching a Dealer app. We are committed to bringing all the stakeholders on one platform.

When a customer contacts us, details of the issue should be captured first-time-right; once an engineer visits, he must provide the best and the most optimal solution in the first visit, with minimal downtime and impact to the customer.

Let the consumer focus on a glitch-free life and the brands focus on their business. We are building the service network so robust that maintenance of gizmos becomes mainstream and second nature. No doubt we want to have the highest share of the USD 4-bn home appliances services market. To achieve this, we envisage a future where our user has minimal downtime and the best service experience. We want to have the highest and the best recall value for our customers when it comes to repair and maintenance of any brand across the country.

Social impact. We firmly believe that a glitch-free life will help  contribute to a greener earth as a longer life of the gadgets leads to significantly reduced carbon footprint involved in the millions of unusable and indestructible electronic products. Our philosophy makes commercial sense too as brands understand that purchase decision is driven largely by product longevity. 247around can help them address this reliably by integrating all the service components, from spares to logistics to feedback, enabling all this and more through their smart and ever-evolving CRM platform, which brings in all the relevant service enablers together seamlessly.

Key achievements

In the past one year, 247around has grown its service coverage to 800 cities, 19500+ pin codes, 30 products, 1000+ service centres, and 100+ brand partnerships. We remain committed to our vision to be most loved by our customers, service franchises, engineers, and employees.

Stay Updated on TV Veopar Journal.
Receive our Daily Newsletter.