The topic of customer service plays an important role in India - we have already discussed this in our specialist article “Outstanding service is required in India” pointed out. And anyone who has ever been to India can relate to this. The service available there is second to none - from the hotel staff, to the chauffeur, the maids and servants to all the errand boys in the companies.
No business without service!
Even if the quality of the services often leaves something to be desired, they are always used. And because service is ubiquitous in India, as a company you cannot afford to offer your European product without additional service.
But we wouldn't be in India if there weren't any contradictions here either. Because even if customers in this country take comprehensive and personal customer service for granted when making a purchase, things look completely different after the purchase! Unfortunately, Indian companies often have to look with a magnifying glass for reliable and competent after-sales services.
When it comes to, the real reasons for a lack of sales success "Lack of customer proximity & inadequate advice" is often mentioned in customer surveys - good and comprehensive service is also required in B2B sales.
Therefore, actively use the opportunity to differentiate yourself from your competitors through professional (!) services: German brand quality paired with the Indian service philosophy!
After-sales as a core competency
In order to consistently develop this idea further, the Spin-off of service activities into a separate company possibly a good way. It's worth thinking about, especially if sales are via an Indian distributor or a joint venture. This creates a win-win situation for everyone involved. The contracted dealers concentrate on what they do best as an Indian partner: marketing & sales, opening doors (for customers), promoting projects and selling products.
A newly founded service organization, which is 100 percent controlled by the European headquarters and is independent of the respective Indian sales partner, brings together all after sales and service, from the service hotline, maintenance, repairs and guarantees to the spare parts business. Subjects. It also ensures the excellent service quality in India, for which the company is internationally known and valued in the market. Please refer here.
About the same strategy for smaller companies To implement this, however, there is no need for a separate company. The most elegant solution for employing your own service staff in India is to work with an independent Indian service provider. This acts as a service partner in India and employs the people you want. Through a so-called contract splitting, you also avoid a tax permanent establishment in India. You can find out more about this model in our specialist article Employ employees in India.
