Q 1. How important has been the role of after-sales-service in Nokia brand's growth trajectory in India? I want to start with “why a consumer chooses a Nokia phone”. The answer lies in the fundamental beliefs upon which we have built our product range. It is this unique product making philosophy at the centre of all our smartphones, that give them a distinctive Nokia soul. One, design and Craftsmanship. We remain true to our European heritage and craft pure, solid and refined designs, enabled by our leadership in material and manufacturing technologies. Our fans can expect the robust Nokia durability along with stunning designs that excel in everyday usage.
Two, real-life performance. We focus on real life performance that exceeds expectation in real life, every single day. For example, beyond the legendary quality of Nokia phones, our fans can expect increasingly advanced imaging experiences with Zeiss Optics, new innovations in display technology with PureDisplay and the optimal balance between performance and battery life.
Three, pure, secure and up-to-date Android operating system. Our easy-to-use, fast and feature-rich user experience, endorsed by Google as part of the Android One programme; our commitment to software upgrades; and the deep AI experience within Android that learns the way one uses one’s phone, ensures your Nokia smartphone that gets better over time.
Starting with the above solid approach to phone-making, we ensure that we deliver to our fans across the world, phones that can be relied upon and that get better over time.
Having said that, a great after-sales service is important to complete a great overall experience delivered by a Nokia phone; it is one of the top 10 criteria when consumers buy a phone; and has been central to our business philosophy in India. We started in 2016, and in a short span, have built a strong and wide Nokia Mobile Care network in India that we are expanding further, in addition to support for our consumers on phone, e-mail, chat, in-app and Nokia.com/phones. And a social media response team to support any consumer queries/complaints with tracking resolution.
Our Nokia Mobile Care centre locator through in-built support app and through Nokia.com/phones website ensures consumers can locate us easily. SMS alerts to consumers help keep them updated on the status of device repair journey. In addition to the above, we have also announced insurance offerings on Nokia smartphones. There are three types of insurance plans brought in partnership with Servify that help provide affordable and comprehensive insurance plans to choose from. We also have the Nokia phones beta labs, designed to give early adopters a chance to

offer direct feedback and shape experiences on new platforms. The Nokia Mobile Care has been the key differentiator, clearly helps us complete the experience for our fans and has been instrumental in how we have grown in the country.

Q 2. How do you think technology can help brands improve after-sales-service?

It is difficult to imagine a few minutes without one’s phone. In such a situation, technology enabling and empowering consumers to minimize the dependence on external support and for it to enable the phone to self-diagnose, report and fix issues and bugs is important. While some of this is already happening, the question is how we take it to the point where the need for heavy infrastructure is limited and consumers can get a seamless experience using his/her phone.

Q 3. What are the biggest challenges that you think that companies face in their endeavour to provide robust after-sales-service?

One of the biggest challenges in India is the sheer geographic spread of the country. Having said that, in a short time of a couple of years, we ramped up our Nokia Mobile Care network for the benefit of our consumers and continue to make it better. What’s both challenging as well as heart-warming is the consumer expectation from the brand Nokia. Nokia phones have always stood for reliability, trust and quality, and this expectation of experience extends to after sales as well. We are couple of years old and have been perhaps the fastest in the industry to ramp-up our after sales. We are grateful for the love from our fans.

Source: gadgetsnow.com