Press Releases

Rising consumer electronics penetration in the UAE highlights importance of aftersales support: Jumbo Serve

  • Services xx electronics goods every month; supports Jumbo’s retail business
  • Research shows 90% of customer-buying decisions influenced by after-sales services
  • After-sales services offer real opportunities for cross-selling and up-selling in the consumer electronics industry 

Dubai, 24 June 2014:
  Jumbo Serve - one of the largest aftersales electronics service centers in the region that services over XXXX electronic goods every month - continues to set high standards in brand servicing and has witnessed a record number of pre and post sales requests in the UAE in Q1 of 2014. 

Established in XXXX, Jumbo Serve is a division of Jumbo Electronics, the leading distributor and retailer for IT and consumer electronics in the UAE. The division addresses more than 10,000 pre and after sales phone enquiries, undertakes consumer and dealer service-quality surveys, and services at least 15 different product categories, from over twenty global technology brands present in the region. 

The ever-growing demand for consumer electronic goods has fuelled the need for robust aftersales support and Jumbo Serve has stepped up to meet this requirement with specialised service centers across the seven emirates. 

Jaishankar Krishnan, Head-Service, Jumbo Electronics, said: “IDC estimates that consumers will be one of the biggest IT spenders in the Middle East in 2014. In the UAE alone, consumers are expected to account for up to 30.5 per cent of the total IT spending in the country. The penetration of consumer electronics goods in the UAE is growing and an increasing number of consumers expect more reliant after-sales support to complement their purchase of electronic goods. 

“The importance of after sales service for customer loyalty – determines the brand experience at all touch points, including after purchase. According to a study by market research ?rm Vocatus for B2X Care Solutions, nearly 90 percent of consumers interviewed said the quality of a company’s after-sales service in?uences their future purchasing decisions. The research also points out the importance of after-sales customer service as a real opportunity for cross-selling and up-selling, especially given the fact that 40 percent of the survey respondents confirmed they required service for an electronic device.” 

Jumbo Serve’s core competencies which range from onsite service, back to bench service, carry in service, premium service and collection and deliveries are second to none in the UAE. Its customised dark room for SLR Repair and acoustic room for audio systems is the first-of-its-kind in the Middle East. In addition, Jumbo Serve also offers customised service areas for broadcast and audio products and personalised service for laptops and premium products. 

Currently, Jumbo Serve operates an ISO 9001 accredited service center in Jebel Ali, spanning 70,000 sq. ft. and equipped with state-of-the-art technology with service capabilities for a host of products including all consumer electronic goods and a large number of home appliances. It also has five fully-equipped service centers spread across the UAE, in Sharjah, Abu Dhabi, Al-Ain, Fujairah and Ras al Khaimah. In addition, Jumbo Serve houses two regional spares parts centers catering to the UAE including exclusive collection and delivery vehicles for IT and telecom products and panels and appliances. 

Jumbo Serve has also implemented a Net promoter Score (NPS) – Customer Satisfaction Survey which evaluates satisfaction at all customer touch points – retail, service centre, call centre, delivery and installation and home service. 

Emphasizing the symbiotic nature of after sales service and retail solutions, Mr. Krishnan points out that added value in the marketplace is key to building a sustainable consumer electronics business. “According to a perspective published by strategy&, formerly Booz & Company, with increasing competition in the consumer electronics industry, companies ?nd it more and more dif?cult to differentiate themselves from competitors. In such an environment, improved after-sales service can offer real bene?ts as consumers prefer to do business with companies that can repair their products quickly. Overall, after-sales services enhance the company’s potential for cross-selling,” he concluded. 

Jumbo Serve wins prestigious Sony Service Excellence Award 

Jumbo Serve was awarded the prestigious Sony Service Excellence Award by Sony Middle East & Africa for excellence in the field of customer satisfaction, repair quality and overall performance, including achieving a key performance target of over 85 per cent turnaround time in repair completion, best repair in the digital image category, successful customer survey program implementation in the UAE through Net Promoter Score (NPS) program and achieving a high NPS score of over 75 per cent as rated by the end-consumer. The award was contested among 22 service partners across Sony subsidiaries. 

Source: Getting After-Sales Service Right: The Competitive Edge in Telecom and Consumer Electronics, booz&co

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