Arzum After Sales Services Team
Company: Arzum, Istanbul, Turkey
Company Division/Group: Arzum Elektrikli Ev Aletleri San. ve Tic. A.S.
Company Description: The market data indicates that Arzum is the leading small appliances company in Turkey in terms of sold units. Arzum continues to follow the vision of becoming the most valuable small appliances company for all of its shareholders, and aims to become one of the main actors in the global small appliances market. .
Nomination Category: Customer Service Awards Success Categories
Nomination Sub Category: Customer Service Success - Other Service Industries
Nomination Title: Arzum After Sales Services Team
Tell the story about what this nominated organization achieved since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Arzum After Sales Services Team, which earned the Best After-Sales Service Team and Bronze Medal award in Stevie Awards - 2018 with its Service restructring, is adding some new projects into action, and offering services to its customers by setting new standards as well as increasing their customer satisfaction.
1- Authorized Service Performance System
Performances of Services can be displayed on ASOS (http: //www.arzumservis.com - Service Software). The creation of ASOS is providing a clean metering ; the Authorized Services are evaluated with measurable, fair criterias, to create a competition and awareness, which leads an increase in customer satisfaction and to achieve company objectives. All monthly performances of the 250 services across Turkey are calculated on a monthly basis with a single click, and they can be shown to all Services. In order to be more successful, the Services are advised about their shortcomings and the subject they should put more attention. The average of Turkey performance rates are increased to 67 in September 2018, while it was 53 in January, on a 100 max scale.
2- Home Pick-up Service
Small Home Appliances service is normally only provided in the Authorized Service location, in country standards. In other words, the customer leaves the defective product to the Service and after it is fixed, he/she goes to the Service again to take the product back. Arzum has introduced the Home Pick-up Service in order to provide an option to increase customer satisfaction and saving time. The customers who request Home Pick-up from the call center will be able to get the service by paying a small amount, online. Within 24 hours, Arzum visits the customer and takes the defective product, repairs it and delivers back to the address again.
3- Sikayetvar.com (Public website focused on complaints) – Ranking No 1 in Turkey
Sikayetvar.com website is a platform with 3.5 Million individual members, about 6.5 million complaints, individual users entering their complaints about brands. Arzum has a bigger success than most of its global competitors at the Small Appliances category with the criterias of "Level of Satisfaction" and "Thanking Ratio" and became Turkey's most successful company of Small Appliances.
4- Central Service
Central Service is established to ensure cutomer satisfaction in cases where there is no solution provided by the Authorized Services or no Authorised Service is available around. Then the products are delivered to Arzum by cargo. The Central Service carries out the necessary repairs and delivers the fixed product to the customer. The whole process is defined and controlled from the beginning to the end. In addition to the ease of service, the Central Service also offers a technician's note indicating it’s a special service and puts a discount voucher along with providing a warm contact with their customers and a positive contribution to customer satisfaction. The satisfaction rate in this service is 7% higher than the satisfaction rate obtained from other services (89%)
5- Consignment Products
Arzum has sent one iron and one vacuum cleaner - free of charge- to all our Authorized Services. Those products are being offered to customers in order to be able to iron/broom at their homes, during the repair period. Customers benefit from this service free of charge. Thus, household work is not interrupted until the repair is completed.
6- Service Point (Store) Improvements
The cost of per Service happenned to be $5000. The main concept is determined as “Smiling Face Guarantee” Special ramps were provided for disabled children. OKKA products were sent to the Service points to make Turkish coffees for the live customers coming in to the stores. Currently, we have implemented this concept to 4 Authorized Service stores. This project is in progress and Arzum is planning to implement it to 3 to 6 service stations/year in future periods.
ASOS: http: //www.arzumservis.com
Sikayetvar.com : http: //www.sikayetvar.com
Arzum OKKA: https: //www.arzum.com.tr/urun/turk-kahvesi-makineleri-ok001-okka-turk-kahve-makinesi/214/2827