iBall guns for standardized service

Recently, The Best IT World came up with a concept of branding its services.
This led to the creation of 'Serwish — The service you wish', a concept that is
currently being experimented with its laptop range.

The rationale behind this strategy is to come up with a standardized service
offering to give customers a predictable post-sales support experience. “Right
now, MNCs rule the laptop market. But they can't beat iBall when it comes to
service offerings,” said Sandeep Parasrampuria, MD, The Best IT World.

The company has rolled out the Serwish concept in Mumbai and is taking
channel and customer feedback before launching it all over the country.

As part of the deliverables under Serwish, iBall's laptop customers are given
a one-year onsite warranty support. Besides this, they have access to two 24x7
phone numbers for support. This is complemented with an online and e-mail
technical support infrastruc­ture. Additionally, after the warranty period
customers have the option of extending it for either onsite or offsite support.
“Right now we are offering this only for our laptops, but over time we plan to
extend it to our product ranges as well,” Parasrampuria added.

The Best IT World offers support directly to customers rather than having
third party service providers. This is to ensure that the company is in control
of the support and customers can escalate issues of improper service more
effectively.