The cover story of the current issue of 360 Magazine talks about the effectiveness of service centers. Service, like warranty, has always been a sore point between manufacturers and channel partners. While companies state that they have left no stone unturned to meet the service requirement of the channel, partners seem to disagree.
p____p What brings about this difference between manufacturers and partners? Are expectations from partners too high? Or is it that the vendors are not living up to the promises made?
p____p It looks like both the parties are guilty as charged. For the channel, service and support is one issue where more is never enough. In a recent survey conducted by 360 Magazine, nearly every company got a low rating on the service criteria. Going by that survey, the channel seems to be unanimously telling manufacturers to spruce up their service act.
p____p To give manufacturers due credit, most have done remarkable work in setting up a service infrastructure. Nearly every major company has a dedicated 24-hour helpline or an authorized service provider to address customer complaints. The first level of service is in place, now partners want to see the second level implemented.
p____p For this, manufacturers and partners need to meet each other half way. Manufacturers have to realize that it’s a robust service support system that will tilt sales in their favor. It’s service that will differentiate them from the competition and thus they need to leverage this medium to the maximum. While partners have to learn to use the Internet more effectively to maximize the support offered by the manufacturer.
p____p As prices fall and as competition gets tougher, an effective and efficient service infrastructure is what will improve revenues in future.