Customer expectations in the field of support services lead to the development of Banakarat

According to the public relations report of Mobnakart Aria Trading Company, Ashuri said about the most important program of Mobnakart Aria's customer affairs unit during 1403: "The effort to realize the main policy of after-sales service is the main priority of the company. This is possible by providing the best quality services in the shortest possible time in all parts of the country. Providing a full guarantee of support to customers and the motto "We have been your reliable partner for years" is the motto of the support unit. He stated that one of the most important factors in creating new customer satisfaction is expanding the level of activity of the support unit in all provinces of the country.  

Also, referring to the changes that have taken place in this unit in the last one year, Ashuri said: "In the last year, the major changes regarding quality control and optimization of services provided to customers were carried out using surveys. Also, there have been positive changes in the salaries and benefits of the personnel of the support unit in Tehran and other cities according to the current economic situation. Among other changes, we can mention the maintenance of technical and administrative manpower by creating various incentives and controlling costs.  

Ashuri continued, while referring to the statistics of the past years of customers who have used the service and support, he added: "Today, we are proud of the statistics of our customers and their level of satisfaction. Currently, the customer affairs unit of Mobnakart Trading Company is committed to providing services to more than 18,000 devices to its customers nationwide. Special services such as installation, repair and periodic service are provided to 11,500 devices in the form of more than 65 annual service and maintenance contracts to government, private and bank customers in 760 cities and villages across the country. Also, providing diverse and modern services in line with support services is also on the agenda of this unit.  

According to statistics, the number of customers covered by the service and maintenance contract has increased by an average of 18% every year since 1400. In addition to contractual services and due to the increase of more than 30% of sales in recent years, the share of warranty services has also increased.  

Ashuri pointed to the plans of 1403 based on Mabnakart and said: "With the increase in the number of devices covered, the review of the needs of manpower, equipment and spare parts has been done and their provision in Tehran and other provinces is on the agenda. The whole effort of the support unit team is to maintain and improve as much as possible the level of customer satisfaction from after-sales services. Increasing and covering the devices whose warranty has ended is also one of the other programs of the current year with the contract of annual service and maintenance. Other goals of this year include continuous review and optimization of processes to facilitate workflow in the support unit and control increasing costs, as well as balance the unit's income level. In the end, continuous training and retraining of personnel, including staff, Tehran experts and provincial representatives, has always been a priority and is one of the most important current goals of the customer affairs unit.  

Regarding the update of the comprehensive customer support software, he added: "The company's integrated service and support software officially replaced the old CRM software in 1401. After deployment, this software always follows the improvement in efficiency and user needs of the support unit and customers as a current program. "The final cycle of the supporting software is the connection to the integrated financial system, which is underway."  

He also said about the customers covered by the services and support of Aria Card Trading Company: "Organizations, offices, governmental and non-governmental institutions and industries, whose administrative units mainly use the company's printers and scanners, are our customers." Also, customer service offices such as government counters, judicial offices, government electronic service offices, and credit chain stores across the country are among the valuable customers of the company.  

Regarding Aria's interaction with customers, Ashuri pointed out: "Maintaining customer satisfaction is the key to interacting with him. Meanwhile, there are two basic measures in the current processes of the company. These measures include the system of customer satisfaction level surveys after service and services and a quarterly survey of banking customer departments and supervisors. We are always investigating the weak points of the services provided and trying to improve them continuously. Acceptance and quick review of customer complaints by the complaints unit and holding weekly working groups of managers and supervisors of the unit support the current processes of the customer affairs unit of this company.  

Ashuri further added: "The most important strengths of Mobnakartaria's customer affairs unit compared to competitors are the hiring of experts from provincial agencies, the recruitment of skilled and experienced support personnel, a strong customer-oriented organizational culture, as well as continuous technical/administrative training."  

In the end, referring to the service development program and the level of supported products, he stated the future goals of the company to increase the capacity and variety of supported products.