‘A strong support team can boost the brand value amongst customers’

Sudhindra Holla, Country Manager, India & SAARC, Axis Communications

The service sector is one of the highest contributors to the Indian economy. It not only brings in scope for foreign direct investment (FDI) but is also attracts large scale hiring of talent. Most companies today have a dedicated department to cater to the customers’ post-sales needs since it is a critical element of customer relationship management. While companies invest in reaching out to newer markets, one cannot forget the needs of the existing customer base. A strong after-sales support team can boost the brand value amongst customers.

India is one of the largest hubs for after-sales services. The tremendous scope for growth in the Indian market has set the stage for global players to build their teams here due to the cost arbitrage, skilled talent pool and vast hiring potential of service sector employees.

Innovative customer experience...

Axis has a dedicated service team to guide customers if they facing issues with our products. Our website has many options to reach the service team such as helpdesk, troubleshooting guides, firmware and software download, technical notes etc.

One of our standout features is the use of videos which help customers with Axis products. We have an extensive repository of videos available on the Axis website as well as YouTube, which are very helpful to those customers who may not be technologically well equipped. We believe that it is the provider’s duty to provide support to the customer as long as the products are in use. These videos are shot in a format that is easy to understand and can guide them through installation, troubleshooting, software management and quick tips on using the right accessories suitable for the right products.

Axis Communications has a state-of-the-art experience centres located in Ismaning, Germany. At the experience center, we present various solutions for video surveillance in different segments such as retail, transportation, banking/finance and city surveillance. In our realistic surroundings, e.g. a retail store, you can explore diverse applications of our cameras and test our technologies.

Experience centers are a great new approach to showcase products in an immersive environment. Customers deserve to experience the products they want to purchase. While it is still at a nascent stage, the established customer experience centers have made an impact on the purchasing decision of buyers. These centers not only work as a demonstration space, but also as an intelligence gathering space. The buyers who come to these centers review all the possibilities and provide their feedback on what could be lacking and features they would like to include with a particular offering. This helps the company plan new products and also form a feedback mechanism with our SI’s, partners and end users.

India is slowly picking up on this trend. While it is still at a nascent stage, many brands have realized the importance of giving customers a real-world experience of what they have to offer.