6^th Annual Edition

After-sales service is complicated but vital because it reflects a company'At Usha International, company-authorized service centers nationwide managed after-sales service, but Dubey realized that the system posed potential problems. These service centers operated in a decentralized manner, which left Usha International with little visibility into after-sales activity, or a way to access or control their day-to-day operations. So Dubey centralized the customer service function to ensure that a customer's complaint is registered at a central, multi-lingual call center. The system then allocates jobs to service centers, which then designate and alert service engineers via mobile. This system has ensured lower response time, and improved both customer service levels and after-sales service by 30 percent within the first six months. Additionally, 65 percent of customer complaints are now resolved within 24 hours.