Guest Speak of the month - 2012

J V Ramamurthy
President & Chief Operating Officer
HCL Infosystems Ltd.

It has been a concern always for the vendors to manage support what is your strategy around it. 

We understand that different customers have different needs which might arise at any point of time. Therefore, HCL Infosystems has a dedicated 24x7 HCL Touch (pre-installed in HCL devices as a one touch button) service support network. Our customers can engage quickly with our support personnel who can even provide a solution through the online mode. We have the capability to resolve 70% of issues remotely. Presently our support services are made available through 720 points of presence across the country. Our services such as quality after-sales support, addressing customer queries, quick redressal of complaints etc., helps us to engage with our customers in a meaningful manner.  

How do you differentiate your solutions from those of your competitors?

We are a more than Rs. 10,000 crores company and is India’s Premier Technology Company offering a wide spectrum of IT Services and Products ranging from Cloud to Learning Solutions; We are a complete and end to end IT solutions provider; The company operates in both the Consumer and the Enterprise space – offering the latest Mobility and Computing products and operating in verticals like BFSI, Telecom, and Healthcare respectively; We partner with leading global players to provide the best of solutions to our customers; Extensive service network across the country. 

These will be a crucial differentiator as with falling prices and technology becoming more affordable the proliferation of IT is bound to grow. 

How are you empowering the channel partners?

HCL Infosystems’ channel community is an extension of our family.  We have empowered our partners with the ability to offer customers with differentiated technology offerings and built-to-order customized configurations. We further encourage them to go an extra mile and provide specialized pre-sales and post sales support.  

What makes you successful amongst the channel community?

At HCL Infosystems, we believe in maintaining a long term, healthy and fruitful relationship with all our channel partners. We bank on offering a differentiated technology and dedicated service support infrastructure as per the needs and requirements of our channel which increases their go to market abilities. Additionally, we offer latest technology designed to deliver a price to performance advantage that helps our channel to maximize their business gains. Also whether it’s addressing the needs of the PC market or an enterprise/ SMB market, HCLI offer a range of products and solutions that lends great value to our channel partners. We meet our channel partners regularly to understand and resolve their issues. Such interactions enables us to share the vision of the company and the business objectives. We stress on complete collaboration with our new partners for new technology and latest models also.