Peddling services

Providing after-sales services has become an increasingly vital task, one in which channel partners can access recurring revenues, if they have the right skills and services offerings. Independent services firm Tronix explains why post-sales services are significant in the regional IT sector

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Peddling services
By  Manda Banda Published  September 4, 2012

For Saudi-based independent channel services organisation Tronix, the process of managing products after they have been sold is a vital one and has to be handled prudently. Tronix says because so often, the after-sales process involves numerous parties in many different locations, it is a complex area that requires a clear strategy if it is to deliver value to all involved in the IT supply chain in the Middle East.

Tronix says in many industries in the region, the after-sales process is considered a non-core or low priority area compared with sales or other business areas.

Asim Saud Al-Jammaz, vice president, at Tronix, said after-sales service should be an integral part of any company’s sales strategy. Al-Jammaz said a good post-sales service can help the company to gain market share, reduce after-sales related overheads and most importantly aid in customer retention and loyalty.

“Most customers will not make a repeat purchase, give a recommendation to a friend or continue with a company’s services if they have a bad experience. Consumers should always feel that they will be supported regardless from where they buy the product or the services provided it is from legitimate channels,” he said.

Al-Jammaz explained that Tronix as an independent channel services organisation specialising in customer care and after-sales offerings for the IT and hi-tech consumer markets, the company provides one-stop total solutions for post-sales services for the global brands in the Kingdom of Saudi Arabia.

“Tronix is here to help and to date, we provide the following services: service centres for warranty repairing, product replacement, software updates, product configuration, RMA and reverse logistic management, refurbishment services, preventive maintenance, spare part management, product education, customer care and on-site service,” he said.

Tronix has two main divisions, Tronix Customer Care and Repair Service Centre. The latter is a facility that consumers or business customers can visit with their faulty products to have them repaired. The other dimension to the company’s service offerings is Professional Services, which are tailored at system integrators across the Kingdom, states Tronix.

Al-Jammaz said the company provides different types of services that include repair services, fast value-added services, original accessories, spare parts and stock swap logistics services, help desk call centre, professional onsite services and onsite consumer house support. “All these offerings have been designed to give the customer a holistic post-sales experience,” he said.

Al-Jammaz said although the Tronix business plan preparation started five years ago, the real operation commenced 18 months ago. “The real motivation behind this initiative was that the market needed service offerings that could address the different challenges that vendors and customers face in a post-sale scenario,” he said.

Today, Tronix has eight locations across Saudi Arabia, four express service centres, one full care centre and three collection points.

Al-Jammaz said the company’s plan is to enable international and regional companies to do business in Saudi Arabia in an easy, efficient and speedily manner. “We want to help vendors to gain customer royalty and retain clients. We also want to assist vendors to cut costs on warranty repairs and replacement, thereby helping them to focus on sales. By taking on this responsibility of the after-sales we are help vendors to achieve their business goals,” he said.

2371 days ago
Vinod Mehra Edited by

Effective business model based on services; but is it sustainable since such services are currently being bundled with the sales in the region ?

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