TVS–E “Servicetec” escalating its Service Footprint

K. Hema Rao
Vice-President & Head of Servicetec Business,
TVS Electronics Ltd.

TVS Group was founded in 1911 as an Indian diversified industrial conglomerate. Today, TVS Group’s combined turnover is more than $6.5 billion, with employee strength of 39,000 charting a steady growth path of expansion and diversification. The company’s business remains faithful to its core ideals of trust, values, service and ethics.

TVS Electronics (TVS-E) was founded in 1986 as an IT peripherals manufacturer and has today transformed into a leading Transaction Automation, IT Products & Solution and IT Services Company. 

The Services Business of TVS-E under the brand name “Servicetec” is a leading, brand neutral third-party services unit providing Warranty and Post warranty Services in the ICET domain (IT products, LED/Plasma displays, Imaging devices and transaction devices like EDC, POS and ATMs). Servicetec has established and continues to expand its business with focus on onsite services, walk-in centres and backend repair factories with a wide reach across the country.

The company’s service touch points are spread across 5,000+ towns pan India. The Company has partnered with major IT brands like Dell, Lenovo, etc in the IT domain and First Data India, FSS, FIS, NCR, etc in the banking transaction domain, to provide onsite services. The Repair & Refurbish business also contributes significant revenues and has the state-of-the-art ISO-certified repair facility, set up for Nokia L3 repairs. The Company has set up a backend PCBA repair facility in this year for Samsung too. They also provide R&R services in the Consumer Electronics domain for a global brand.

K. Hema Rao, Vice-President & Head of Servicetec Business, TVS Electronics Ltd., said, “The Servicetec business has demonstrated its capability for creating a chain of retail service stores and establishing competency in smartphone support services for one of its major clients, HTC. We have established customer-centric, well-maintained walk-in centres in 15 cities across India and plan to expand further.” She further added, “We are totally committed to delivering great C-SAT to all the customers of the brands that we manage or represent. 

There is a strong backend infrastructure equipped with multilingual call centre and a robust SAP IT system for call and parts management. The service business is also equipped with a good backend warehouse network. We have infrastructure to deliver end-to-end services.”

The Company is also focussing on re-engineering of its business processes in order to improve efficiency across and create a platform for scalability and growth. The feet-on-street Engineers is over 1,000+, covering across 450 towns and the business handles 3,000+ customers per day and call management and SLA delivery is well monitored with systems, structures and processes. 

The Company has the bandwidth and is fervently focussing on growth and expansion without losing focus on improving efficiencies and enhancing Customer Satisfaction.