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.
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.