axiom Releases 2013 Customer Service Performance Figures
9th June, 2014
700,000 Customers Dealt With at Service Centres and Repair Factories, and 1,260,000 Calls Handled at Call Centres Across Industry’s Most Extensive Customer Service Network
Company Cements Position as Region’s Most Customer-Centric Mobile Retailer and Distributor, and Reiterates Commitment to Continuous Improvement
axiom today unveiled key figures for its 2013 customer service performance, reiterating its position as the Middle East’s most customer-centric mobile retailer and distributor.
700,000 customers were supported via axiom’s network of 29 service centres and its repair factories across the GCC and India, with real-time customer feedback systems indicating that satisfaction levels stood at an industry-leading 97 per cent. axiom’s ability to act swiftly to customer concerns was aided by over 300 retail collection points.
At axiom’s call centres, over 1,200,000 inquiries were handled last year, covering everything from service and product support to general inquiries.
axiom also revealed that it has ambitious expansion plans for what is already the industry’s most extensive customer service network in the Middle East, with 25 additional service centres currently in the pipeline, increasing the total number to 54 by year end.
“From day one, axiom has been all about customer service and this has proven to be a very successful strategy,” said Faisal Al Bannai, CEO, axiom.
“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.”
“Another secret to our success is continual, 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 we can best 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.”
axiom is currently the authorized service partner for 13 brands, including Nokia, BlackBerry, Samsung, LG, Sony, HCL, Huawei, Lenovo, Touchmate, Vertu, Intermec, Givori and Bee.
A key part element of axiom’s customer service strategy is its ability to respond to customer demands. Recent examples include opening women-only sections at its largest service centres in Khobar, Riyadh and Jeddah.
axiom is the first company of its kind in the Middle East to introduce 7 days a week service centres – all equipped with world-class CRM and complaint management systems - and continually stands out for its vast range of free value-added services (VAS). This includes the pioneering 1 hour blackberry service, regional warranty, two year warranties for selected brands, 60 second data transfer, pick-up and delivery for repairs, phone trade-in, price protection and standby phones during repairs. Other differentiators include state of the art infrastructure, bespoke and tailored systems and collection from independent and key direct retailers.
All axiom care service centers are open 10 AM to 8 PM seven days a week.