With the aim of ensuring swift and world-class post sales services for the users of Walton products, the country’s ISO (International Organisation for Standardization) certified Walton Service Management System (WSMS) has increased the number of technicians and engineers by 50 percent to about 2400 personnel this year from the 1600 personnel of last year.
In addition, the WSMS also undertook multifarious initiatives to deliver swift after sales services to the customers. The initiatives are: expansion of the service points, bringing the service management system under full automation, providing adequate trainings to the technicians on information technology through online television, video tutorial to improve their productivity level.
The officials concerned of the service points across the country are also instructed to deliver quick post sales services maintaining highest standard.
To bring the after sales services within the customers’ reach, WSMS also increased its service centers to 62 from the previous 60 and thus covering 43 district towns. In addition, about 284 Walton Plazas across the country are also acting as a service points. The process of opening new service points is also going on. Besides, the WSMS has a call center and customer care executives to provide post sales services. Customers can now seek after sales service through calling on 16267. A dedicated group of employees are engaged in monitoring the overall service activities through communicating with the Plazas’ managers, dealers and customers. These initiatives are resulted in rendering swift after sales services with highest standard.
It was learnt that only Walton has such number of service points and also an ISO certified service management system in the country’s electronics, electrical and automobile sector. Walton brand has turned into the customers’ top choice for its quick and satisfactory post sales services.
Md Neamul Haque, additional director of Walton Group and also head of WSMS, said, “We maintain a sound communication with the Plazas’ managers, dealers and customers of Walton products to ensure best post sales services. Along with the supply of world-class products, Walton greatly stresses on the deliberation of world-class post sales services to the clients.
Shah Mohammed Imtiaz, deputy director of Walton Group and also monitoring chief of WSMS, said the Walton service points are equipped with advanced technologies and machinery, adequate stock of brand new spare parts, and a large number of highly meritorious, trained, experienced and dedicated engineers and technicians.
More eight service centers will be opened very soon in different district, including Gouripur in Comilla, Netrokona, Shariatpur, Natore, Joypurhat, Rajbari, Patia and Sunamganj. In addition, one more separate service center for Walton mobile users would be opened in Brahmanbaria soon.
The WSMS monitoring chief also pointed out that they started the operation of Mobile Service Centers for the first time in Bangladesh with the aim of delivering quick post sales services to the clients of remote areas.
Adequate number of engineers, technicians, spare parts and machinery are available in the vehicle of Mobile Service Centers, he added.
SM Nasir Uddin, head of HRM and Admin of WSMS, said meritorious, skilled and industrious engineers and technicians are recruited on regular basis.
To ensure swift post sales services, there are four departments under the area of technical monitoring. The departments are Home Appliance; Television; Cellular Phone and Mechanical Product.
Regular meetings and trainings are arranged to increase the productivity level of the workforce, he said.
Mofizur Rahman Jakir, deputy director (IT Department) of Walton Group, said they are operating Oracle Software to expedite the post sales services. Now, they are working on releasing update version of the ongoing software so that the desired customers could know about the service status and probable bills relating to the service of their products on internet.
Mentionable, WSMS is providing a 3-month internship programme to the technicians and engineers of vocational institutions. This year, Walton will provide internship opportunity to a total of 300 students of different vocational institutions. In addition, Walton is turning the country’s unskilled youth into a skill technician through providing 6-month duration trainings. Of them, a large number of trainees are recruited as technicians in Walton Service Management System.