Walton declares 2016 as ‘service year’

Economic Correspondent: With the aim of becoming customer-friendly through ensuring swift and world-class post sales services for the users of Walton products, the country’s ISO (International Organisation for Standardization) certified Walton Service Management System (WSMS) has declared the 2016 as ‘service year.

 

The WSMS officials said they started the current year with the challenge of ensuring swift and best post sales service for Walton brand customers, along with delivering highest standard products. To this extent, the local brand undertook multifarious initiatives, including raising service center’s workforce by more than 50 percent this year, opening new centers across the country, providing adequate trainings to the technicians and engineers, motivating the workforce by incentives and so on. The WSMS authority also dedicated two e-mails for receiving desired customers’ suggestions on the further development of post sales service. The two e-mails are: [email protected] and [email protected].

 

The authority said they would appreciate any ideas or opinions of the customers relating to the development of after sales service, which will help not only Walton but also Bangladesh in progressing ahead to the boom of hi-tech industry. The ultimate objective of undertaking these initiatives is to be more customer-friendly and to make an example in the deliberation of post sales service, they added.

 

These initiatives are resulted in bringing radical changes in the after sales service activities, provided by WSMS, the officials said adding: “Thus, the year 2016 was declared as service year by the WSMS.”

 

Md Neamul Haque, additional director of Walton Group and also head of WSMS, said they are improving the post sales service activities from the commencement of current year. All engineers and technicians are instructed to provide best services within a day if possible. In this case, special incentives are provided by the management of WSMS to motivate them, he said.

 

In addition, he said the number of technicians and engineers were increased by 50 percent to about 2400 personnel this year from the 1600 personnel of last year.

 

“We have very much succeed in the improvement of our overall post sales service activities during the last six months of the current year,” the WSMS head said and hoped that Walton would be a role model in Bangladesh in terms of providing best after sales service to the customers.

To bring the after sales services within the customers’ reach, WSMS also increased its service centers to 62 from the previous 60 and thus covering 43 district towns. More nine service centers will be opened very soon in different districts of the country. In addition, about 284 Walton Plazas across the country are also acting as a service points. The process of opening new service points is also going on. Besides, the WSMS has a call center and customer care executives to provide post sales services. Customers can now seek after sales service through calling on 16267. A dedicated group of employees are engaged in monitoring the overall service activities through communicating with the Plazas’ managers, dealers and customers. These initiatives are resulted in rendering swift after sales services with highest standard.

 

It was learnt that only Walton has such number of service points and also an ISO certified service management system in the country’s electronics, electrical and automobile sector. Walton brand has turned into the customers’ top choice for its quick and satisfactory post sales services.

 

The WSMS started the operation of Mobile Service Centers for the first time in Bangladesh with the aim of delivering quick post sales services to the clients of remote areas.

 

Adequate number of engineers, technicians, spare parts and machinery are available in the vehicle of Mobile Service Centers.

 

As part of bringing the overall activities WSMS under automation, the IT experts of the local brand are working on releasing update version of the ongoing Oracle software so that the desired customers could know about the service status and probable bills relating to the service of their products on internet.

 

Mentionable, WSMS is providing a 3-month internship programme to the technicians and engineers of vocational institutions. This year, Walton will provide internship opportunity to a total of 300 students of different vocational institutions. In addition, Walton is turning the country’s unskilled youth into a skill technician through providing 6-month duration trainings. Of them, a large number of trainees are recruited as technicians in Walton Service Management System.

 

risingbd/Dhaka/July 31, 2016/A K Azad