Brother set to expand services in India

DQC NEWS BUREAU

Japanese electronics and imaging major, Brother International announced plans to
expand its services across 100 locations in the country by the end of the year.
The company further plans to take up the location count to 200 by 2007 with an
objective to enhance customer responsiveness and optimize on the Turn Around
Time (TAT), resulting in enhanced brand experience.

Brother has taken a three-pronged strategy titled 'Dial-Click-Brick' to
boost its reach, and service penetration. On the dial front, Brother has also
introduced a toll free number (1800-222-422) with a dedicated call center
support out of its Mumbai headquarters wherein the customers can interact
directly with executives for solutions to their queries. On the click front, the
company has created a service response e-mail address info@brotherindia.co.in
that enables the company to optimize on support and enables customers to log in
with their service related queries. The toll free number and e-mail address
doubles up as a technical help desk, as the technical team of Brother
International monitors it.

VISHAL SRIWASTV: Enhancing customer satisfaction for wider acceptability

On the brick front, Brother has an alliance with Accel ICIM as the third
party service provider, which has support centers across 70 locations with
presence of Brother trained engineers. Brother has further strengthened the
brick front by conducting training programs for selected resellers. This will
enable customers the convenience of being able to access a service point closer
to their home. Initially Brother had started with only 35 locations, however it
has quickly grown to double its presence in India over the last year.

Vishal Sriwastv, Country Manager, Brother International, India, said, “We
are confident that this wide footprint with a responsive service network will
enhance our customer satisfaction, and translate into wider acceptability of
Brother products, thus resulting in more sales.”