Overview:

Hisense is a major multinational appliance and electronics manufacturer. To address its customer concerns, the brand approached Jumbo Serve to take over their services department from an under-performing third party service provider and resolve any pending issues.

Jumbo Serve’s expertise:

With years of excellence in providing quality services Jumbo’s service arm, Jumbo Serve, took over Hisense’s customer services with the aim of improving the quality of after-sales services. A unique service process was implemented in order to enhance the brand’s service image. With a service certification process, call center support and a delivery services for dealers, Jumbo Serve was able to establish an organized service delivery management process.

To clear the backlog of pending cases, a separate service arm was created to settle any replacements through channel partners.

To advance the level of service and align with expected quality, the process was certified by ISO 9001: 2015. Creation of a call center helped in developing a customer centric brand and communicate the brand’s core values. A customer care desk with 800 Hisense number further helped in enhancing the value for customers. Most importantly, all interactions were tracked with a CRM software to ensure the quality standards are maintained.

Benefits:

Jumbo Serve’s diligent action provided Hisense with enhancement of its customer service and improved quality resulted in alleviation of Hisense’s status as a successful Brand in the market place.