IBM to expand its notebook service network

Keeping in mind its growing notebook sale, including those in B and C-class cities, IBM India has indicated an expansion in its service network. The company plans to address service issues in most major B- and C-class cities through this enhanced network. Currently, it has service set-ups only in top eight cities and customers from other smaller cities have to bring their notebooks here for servicing. 

Elaborating on the need to expand its service network, Sanjeev Menon, Brand Manager-Mobile Computing, IBM India says, "We see B- and C-class cities contributing significantly to our laptop sales in days to come, hence there is an urgent need to spruce up our support infrastructure in these places." While not fixing a number of additional service centers that would be set up, Sanjeev adds that several would come up in the current fiscal.

On the business model for these service centers, he comments, "It would be a combination of a direct IBM-operated model and an ASP (authorized service provider) model." Sanjeev also informs that the company will increase its ThinkWorld chain of showrooms to 50 nationally by 2004-end. "We currently have 11 of them across the country and by 2004-end."

Sanjeev also shares IBM's strategy on empowering the sales persons of their partner organizations. "We are giving ThinkKits to our star partners whose sales team can use it for giving live demonstrations to clients. These kits contain various technology components (like spill-proof keyboards, hard disks with airbag-like protection system), whose real benefits can then be demonstrated to the customers."