Chennai, July 2, 2018

 

Socomec, one of the leading manufacturers of power control and safety equipment, has launched its new pan- India ExpertCare Center, which will respond to product queries and customer grievances by routing them to Socomec experts for swift and accurate action.

 

Customer experience will soon supersede price and product to become the single most important differentiator for businesses across industries. Socomec understands this shift and to strengthen its market leading position in power conversion, power switching & power monitoring business applications, the company has launched its India wide ExpertCare Center. The new service will help improve the organisation’s responsiveness to its rapidly growing customer base and is in line with the company’s strategic values that emphasise service orientation.  

 

The ExpertCare Center's distinctive context-passing capability and intelligent routing will help in channelling product enquiries and/or grievances to the most appropriate specialised Socomec experts. This will ensure swift and first-time-right action for a delightful customer experience. Besides improving key metrics such as call resolution rate, mean time to repair, and customer satisfaction score, the ExpertCare Center will help Socomec experts derive meaningful insights on customer preferences, creating opportunities for superior cross-sell and up-sell.

 

Mohan Jayaraman, Director - Expert Services, Socomec Innovative Power Solutions, said, “Today, customers not only expect real time service but also want companies to know them intimately. Customer service experience management is becoming a major contributor to overall customer satisfaction and also serves as a key competitive differentiator, thanks to the increasing influence of new media. We believe the ExpertCare Center will elevate our customer service support to next level and provide us an opportunity to forge long-lasting, fruitful relationships with our customers.”

 

Socomec’s rigorous focus on customer service is a step in the direction of future-proofing success in the years to come, by putting the customer front and center of core business strategy.