Best Service Provider (Silver): Wysetek Technologists : Setting High Standards

Mumbai-based Wysetek Systems Technologists marked its debut at the fifth
Channels Excellence awards ceremony, by bagging the silver award for best
service provider. This company was highly recommended by leading vendors for its
ability to give high-quality service to end-customers as well as its ability to
retain those customers through satisfactory service processes.

The Rs 58 crore organization employs over 250 people, of which 65 percent are
deployed in its services business. These include the on-field engineers, help
desk support staff, logistics management team as well as back-end technicians
stationed in their offices spread across the country. The company has branch
offices in six cities, with sales and service representatives in 10 other
locations.

Wysetek divided each of the six cities where it has offices into various
zones that are handled by respective team leaders, who then commandeer smaller
teams of service personnel. This helps in having a better understanding on the
key service issues that crop up in any geography, resolve it better and maintain
closer relationships with key enterprise customers.

Venkatesh Pai of Wysetek Systems Technologists receiving the Best Service Provider Silver Award from Sudhir Nayar, Director-Partner Sales, Sun Microsystems

The company is a regional service partner for IBM, especially its server
line; as well as Tandberg for its storage solutions. In fact, IBM is a key
contributor to its overall revenues, chipping in close to 35 percent, inclusive
of IBM sales and services business. A lot of leads are generated by IBM and
passed onto Wysetek, which could be another reason for the high percentage of
IBM's business registered by the company.

“This year on, we are concentrating more on service-generated revenues than
business generated merely through transactions,” informed Venkatesh Pai,
GM-Customer Support, Wysetek Systems Technologists. Currently service
contributes 35 percent to the company's overall revenues and it hopes to
increase this to 45 percent this fiscal.

Aware of the fact that the only way it can continue to offer quality service
is by upskilling its team, the company has a mandatory training day on a
specific technology every quarter. Besides this, it ensures that it sends a few
of its people to every vendor training be it from Linksys, Citrix, APC, IBM,
Lenovo, Microsoft, Sonicwall, VMWare, McAfee or Pointsec.

It also offers regular in-house training to its employees, most of who are
fresh recruits.

To combat poaching, the company has a sales review meet quarterly where the
sales team tells them about potential customers who are in the funnel and the HR
team then recruit candidates who can be deployed into those projects, well in
advance.

To improve its service delivery to customers, Wysetek last year opted for a
ISO 9001:2000. With this certification in place, it is now confident of having a
seamless service mechanism in place, which is process-driven and not
people-dependent alone.

Vinita Bhatia

vinitavs@cybermedia.co.in