Jumbo transforms its Service Center

• The company has implemented a new system, expanded its reach and renovated its large services head quarter in Jebel Ali to improve customer experience

We are delighted to announce the renovation of Jumbo Service Center and the shift to Microsoft’s Dynamics 365 suite of software products.

This platform gives a seamless service experience to the customer with real time tracking of the service progress and gives notifications of service status through SMS and emails. Additionally, the new system has brought in a start to end process automation thus ushering in a process efficient, transparent and error free operations. Most importantly the process and billing automation ensures that customers receive an accurate cost estimate of the job and enables them to give approvals or make payments for repairs online.

Atul Joshi, Head of Jumbo Distribution, Jumbo Group said: “Improving our customers’ experience is one of the pillars of our success at Jumbo Group. Therefore, we invest heavily in areas that we know will significantly transform the quality of our services. The implementation of Dynamics 365 is one of the steps we have taken towards this transformation. The new system will ensure a fully automated, agile, cost & time effective and intelligent solution for our customers, which will result in an added value for their experience with us. One of the most important benefits of the new system is that it makes the turnaround time for the whole service flow faster than before, which will result in enhanced customer satisfaction”

Additionally, we have renovated our service centre to bring in the state-of-the-art walk-in experiences for our customers. It spans on an area of 25,000 sq. ft., housing a recently redecorated reception, and dedicated repair sections for each type of repair such as LED panels, professional products & audio repair room, a large appliances area with facilities for wet service, gas charging & dry service. In addition to this there is a specialized dark room for repairs of sensitive DSLR & mirrorless cameras and ESD proof mobiles service areas. To ensure smooth and timely repairs there is an inhouse spare parts warehouse which houses over 15,000 types of parts and uses an automated warehouse management system to ensure quick retrieval of parts and reduces chances of stock outs.

For larger products which warrant an onsite service, Jumbo has a skilled team of technicians who visit a customer’s place with vehicles fully equipped with tools and spares, to carry out first time fix services.

In order to improve our reach to customers, we expanded our network exponentially and have opened Jumbo Service Points inside each of our 15 retail stores, with instant service capabilities for level 1 & level 2 services and provides collection and delivery services for the higher levels of repairs. We have recently launched an express repair service for iPhones at these locations where the customer can collect the device in a few hours.

The essence to our continuous service improvement programs is based on the voice of our customers, which has been a guiding factor towards achieving the ultimate goal of customer happiness.