The Hindu Business Line : Godrej to extend SmartCare service

GODREJ Appliances Ltd is scripting a new role for its SmartCare service. This check-up facility will soon be extended to all B2C divisions of Godrej & Boyce Mfg. Co. Ltd.

Godrej SmartCare is a service that offers maintenance and repairs to Godrej refrigerators, washing machines and air-conditioners, besides those of the competitors.

Mr Soumitra K. Ghatak, Executive Vice-President, Godrej Appliances, told Business Line, "Keeping in mind our commitment to service, we are planning to extend the SmartCare service to five other Godrej divisions."

The new project is presently going through a pilot run in Ahmedabad, and once activated will cover all B2C divisions of Godrej & Boyce Mfg. Co. Ltd. The project is expected to take off in six months.

While the Godrej call centre represents the front-end integration of Godrej Appliances' maintenance and repairs offerings, it will soon cater to the following Godrej divisions also: locks, office equipment, security equipments, personal care and agro and food.

"With this service, the front-end becomes common to the consumer and further enhances accessibility to the user," Mr Ghatak added.

Launched in 2002 and manned by team of about 350 people, the Godrej SmartCare service has set a target of achieving two lakh contracts by March 2005. The service unit had managed to get 1.8 lakh contracts in the corresponding period last year.

"These contracts besides generating a positive word of mouth for Godrej Appliances also helps us significantly in targeting the replacement market," said Mr Ashwani Keswani, Vice-President, Consumer Services, Godrej Appliances.