D-Link committed to build robust customer support infrastructure

 Balgond Chougula,
VP – Customer Support Services,
D-Link (India) Ltd.

Customers are believed to be God. True to this saying, they are the driving force of a company to growth. Various factors are responsible for the growth of a company, but the two most important factors that build the identity of the company are its products and services. With a mission to bring high-quality computer networking solutions to consumers and businesses of all sizes, one such customer focused company is D-Link.

In today’s evolving market scenario, customers are constantly looking for ease of use and convenience. D-Link aims to nurture a truly customer-focused culture by providing services with a personal touch. It strives to serve customers with respect, knowledge and personal attention regardless of whether the customer is an individual or a large corporation. As a result, D-Link has invested in developing a robust support infrastructure that aims to meet customer demands in a hassle free manner. This approach has allowed D-Link to successfully provide consistent quality of service and care. In a face-to-face with VARINDIA, Balgond Chougula, VP – Customer Support Services, D-Link (India) Ltd. has discussed this at length.

Pan India Customer Support
In major cities, the company has come up with D-Link Service Centre (DSC), which is an initiative to readily support customers & ensuring total satisfaction. With equal focus on Tier 2 and 3 cities, the networking company has appointed D-Link Service Partners (DSP) and sets up D-Link Authorized Collection centers (DAC). 
Set to address customers in 49 plus cities, D-Link Service Centre in its first phase will be present in 11 cities across India and will be functional in Hyderabad, Bengaluru, Cohin, Chennai, Goa, Ahmedabad, Indore, Mumbai, Navi Mumbai, Delhi, Kolkata. It will be supported by additional 38 D-Link Service Partners. “With this, D-Link smart products will now be backed by D-Link’s own service centres, and thereby ensure complete customer peace of mind. Further customers can also interact with the technical experts present at the centres and have hands-on product experience with live demos,” assures Balgond Chougula, VP – Customer Support Services, D-Link (India) Ltd. 
D-Link Authorized Collection Centers (DAC) is currently a support wing of D-link Service Centers (DSC). DAC will reach out to customers present in remote locations & ensure speedy customer service. At present all the DAC’s will be responsible for warranty support, product testing, firmware update, accessories/ product replacement etc. Going forward the company is looking to reach-out to 60 plus locations pan India with DACs and offer maximum customer reach.
All 11 D-Link service centres are well equipped with state-of-the-art infrastructure. At present DSC’s are supported by 4 regional hubs located in Bangalore, New Delhi, Kolkata and Navi Mumbai. These regional hubs are equipped with L3 Capability and a BGA (Ball Grid Array) Machine.  Each of these hubs consists of a 10 member team that includes Regional Manager, Regional Logistics Team, Sr. Engineers and Customer Support Executives.  Further at Goa D-Link has set-up a high Level  L4 Repair Centre that also has a BGA  Machine and is supported by a team of 20 staff members including  factory  trained  technical experts for higher end  products .  At   Hyderabad, Bengaluru, Chennai, Ahmedabad, Indore, the company has L2 repair center that constitutes of a 6 member team each including an Engineer, a technician, coordinators and Logistics persons. “At Cochin we have set-up a repair hub with BGA Machine and a dedicated regional staff. With this, D-Link has made huge investments in designing a sophisticated & effective service network that will certainly reduce the Turn around Time (TAT) & offer a Hassel free solution to our users,” explains Chougula.
Being a channel centric company, there has always been an endeavor at D-Link to enable channel partners/ re-seller to address customer concerns in a viable & effective manner. D-Link Service Partner (DSP) is one such engagement that equips partners to meet customer requirements and acts as an opportunity for business growth, as DSPs can generate revenue by offering warranty support, installation, onsite support, extra SLA services etc.
 
Customer satisfaction – A prime focus at D-Link
With customer satisfaction as its prime focus, D-Link intends to reach-out to the wide customer network present in every nook & corner of the country. With the enhanced support infrastructure, the company now aims to address customers in over 49 cities, and thereby also reach out to customers from Tier 2 & Tier 3 cities.
In order to ensure quick & prompt customer redressal, D-Link has already started a toll free service. Now with enhanced service centers that are backed by D-Link Direct Service (DDS) and supported by D-Link Service Partners (DSP) & D-Link Authorized Collection centers (DAC), the networking giant is confident of bringing down the Turn around Time (TAT) rapidly. Given the vast Indian geography with varied demographic, the company is confident of delivering unwavering support in record time.  
Moving forward
D-Link service support infrastructure is slated to get bigger and better. In phase two of the project, more D-Link Service Centres will be launched, with a reach of 100 plus cities. Also more D-Link Service Partner (DSP) tie-ups are likely to happen pan India and 500 plus courier points will be set up.
aparna@varindia.com