Walton Service Management System (WSMS) started online based post sales services at its 9 service centers in Dhaka, Chuadanga and Sariatpur. Walton launches the online service as a pilot project to further ease and modernize its after sales service.
In addition, the local brand also introduced travelling service points to provide swift and best after sales service to the customers of the country’s remote areas.
Md. Nahid Hossain, a call centre representative of WSMS, said, they launched online based after sales service as a pilot project in April this year in its 9 service centers, of which 7 are in the capital’s Motijheel, Palwel Market, Khilgaon, Uttara, Kuril, Mohammadpur and Keraniganj and the rest two are in Chuadanga and Shariatpur. For this service, they developed a webpage like http://support.waltonbd.com. Through visiting this website, the desired customers can request for getting necessary post sales service of Walton products sitting at home. The customers can also share their views on further improving the services through `Live Chat’ option of the website.
This service has already become popular among the customers, he said adding, the other service centers will be brought under online service network soon.
Md. Neamul Haque, head of WSMS, said, “We take the challenge of providing swift and best after sales service to the customers. To face this challenge successfully, we have undertook multifarious initiatives this year like increase the number of service centers from 65 to 70, instruct both the engineers and the technicians to complete their task in the stipulated day, motivate the service providers by allowing incentives. As a result, most of the customers are now getting instant post sales services from Walton service centers.”
The WSMS authorities said, Walton has an ISO certified service management system in the country’s electronics, electrical and automobile sector. Walton achieved the certificate of ISO-9001:2001 for delivering after sales service with the combination of state-of-the art equipments, highly skilled engineers and technicians.
WSMS Monitoring Head Shah Md Imtiaz said, “In Bangladesh, only Walton has large number of service network. Walton is now delivering home services for its fridge, televisions and other home appliances. The customers are getting necessary services through calling to WSMS call center 16267 from any mobile numbers. Also, A dedicated group of employees were engaged in monitoring the overall service activities through communicating with the Plazas’ managers, dealers and customers.”
They also introduced travelling service point for delivering swift after sales services to the customers of those regions where no service center is established yet, he said. To this extent, they dedicate a vehicle, equipped with necessary instruments, spare parts, engineers and technicians.
In addition, there are 25 vehicles of WSMS to bring the products of post sales services from the country’s remote parts.
Nasir Hossain, head of WSMS Policy and HRM, said more than 2500 engineers and technicians are now engaged in the post sales service across the country. They improved the service providers’ efficiency through regular trainings and video conference and workshops and motivated the workforce by incentives, foreign tours.