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After Sales

 

AT AXIOM THE CUSTOMERALWAYS COMES FIRST

Faisal Al Bannai, CEO, axiom

From day one, axiom has been all about customer service and this has proven to be a very successful strategy,

Mobility is now a central and vital part of our lives, so customers demand to be treated with respect, intelligence and speed. This is at the forefront of all our decision-making when we invest in staff and infrastructure.

axiom has unveiled key figures for its 2013 customer service performance, reiterating its position as

the Middle East’s most CUSTOMER-CENTRIC mobile retailer and distributor.

The largest MOBILE CARE NETWORK in the Middle East

  • Around 700,000 customers are personally catered to across axiom’s 29 service centers in the GCC and 2 repair factories in the UAE and India. Real-time customer feedback surveys indicate that satisfaction levels stand at an industry-leading 97 percent. Our ability to respond swiftly to customer concerns is aided by over 300 retail collection points.
  • We have ambitious expansion plans for what is already the industry’s most extensive customer service network in the Middle East, with 18 additional service centers planned in the pipeline. 29 existing care centers 51 care centers in total are planned by mid-2014 (29 existing + 22 new)
  • As part of our independent and key direct retailer network, we have 5000+ touch points for the collection of devices.
  • Our dedicated fleet caters to pick up and collection from our partner care channels.
  • We are the only mobile after sales service provider to have care centers across the GCC
  • Our care centers operate 7 days a week

Authorized MULTI-BRAND CARE PARTNER

for 14+ original equipment manufacturers (OEMs)
  • We can cater to servicing 14+ brands including Nokia, Blackberry, Samsung, LG, Sony, HCL, Huawei, ZTE, Lenovo, Touchmate, Vertu, Intermec, Givori and Bee.
  • Our technicians are trained and certified by the manufacturer.
  • We use OEM certified systems, processes and repair equipment.

High-touch, high-feel
WALK-IN CARE CONCEPTS

  • High-touch, high-feel walk-in care touch points.
  • Management system providing real-time feedback on the status of repairs.
  • Call center operating 7 days a week.
  • SMS/web-based services for status updates.
  • Queue management system through tokens.
  • Multilingual staff at the care centers.
  • Standby phones on loan offered during repairs.
  • Strong focus on catering to customer demands. Recent example includes opening a women-only section at our largest service centers in Khobar, Riyadh and Jeddah.

State-of-the-art
TECHNICAL REPAIR FACILITIES

  • ESD safety compliant repair labs (IEC 61340 compliant).
  • The only mobile care provider operating OEM compliant service points, walk-in centers and repair factories in the GCC.
  • The only outsourced after sales service partner for Vertu.
  • Higher quality of repairs.
  • The first to operate the regional repair factory for Nokia in the Middle East and India.

Certified Quality MANAGEMENT SYSTEMS (with ISO 9001/DQA/ISO 14001/EFQM/Lean logos)

Another secret to our success is the continuous, in-depth monitoring of both our performance and customer satisfaction levels,” added Al Bannai.

We have a strong handle on how we are doing, and we never get complacent. We also work tirelessly with our partners to understand how webest sell the technology to our customers in a value-added manner. There are always new ways in which we can invest for better, more innovative outcomes and we are utterly committed to continuous improvement wherever possible.”

  • ISO 900:2008 & ISO 1400:2004 certified compliance – audited and well appreciated by third party independent assessing bodies.
  • EFQM framework for business excellence framework based on which we have the axiom Quality Award (major internal award program won twice by the Service Department) which has been a major enabling factor in winning the Dubai Quality Award – audited and verified by third party independent assessing bodies.
  • Rated highly by independent market research agencies/Gulf News.
  • IEC 51340 5.1, 5.2 compliance for technical proficiency – audited and well appreciated by OEMs.
  • House of AIMS (axiom Improvement Management System) under which the company adopted the TPS philosophy and instituted the axiom way, Hoshin, 5S and Kaizen approaches – assessed by the group Business Excellence Team.
  • Lean Maturity Matrix based indexing to track relative positioning of year over year business unit performance with respect to the lean tools and techniques application – assessed by the group Business Excellence Team.

Original OEM SUPPLIED PARTS - 100% Guaranteed

Original OEM supplied parts

Special discounts on non-warranty repairs

Pioneers in INNOVATIVE
VALUE-ADDED SERVICES (VAS)

Our goal is to give customers the best products and service in the region. We are the only mobile distributor to effectively extend the following VAS across the GCC region.

  • 1 and 24 hour express repair:
    This service is available on certain key brands as a free service for axiom retail or van sales customers. A very successful program that is also supported by principals as a win-win proposition to increase market share for their brands.
  • Free pick up, repair and delivery:
    Another unique differentiator where we promise to offer free pick up, repair and delivery to our customers from a location of their convenience.
  • Price protection guarantee:
    We provide price protection for products bought from an axiom store, where if the price drops within 5 days of purchase, a credit note for the difference in amount will be issued to the customer.
  • 2 years warranty:
    We offer this VAS as a free or paid service on applicable brands entitling customers to an extended warranty in the region of sale.
  • 60 second data transfer:
    As a premium VAS provider, we have invested in special data transfer machines which support multiple platforms where, unlike others, we can promise to transfer contact data within 60 seconds.
  • Trade-in:
    We provide an option to customers wherein they can trade-in their old phone against redeemable vouchers for future purchases.
Our other value-added services include:
  • Dedicated toll free support via our call center:
    We have a full-fledged call center support team supporting various channels in sales, technical support for different brands, as well as managing the happy calling surveys to determine the overall CSI index.
  • Standby phone:
    We provide customers with a phone on loan, during the repair period.
  • Queue management systems:
    In all our walk-in care centers, we have invested in a highly sophisticated queue management system that provides priority services along with reporting capabilities, as well as differential services based on warranty types sold across axiom channels.
  • Theft insurance:
    On certain major brands, we provide insurance coverage for forced theft.

 

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