Aforeserve: A Single Point of Service Delivery for Entire Spectrum of Multi-Vendor Products

Rajeev Asija,CEOWhen cinema distribution became digital few years back, UFO - India’s largest digital cinema distribution network, spread across the country in every city, covering the largest number of screens – was looking for a trusted and reliable partner to service its robust and reliable network for this mass entertainment sector where down times just cannot be envisaged. It on-boarded Aforeserve as its service partner then, and leveraged its comprehensive, PAN India support network and superior tech repair capabilities. Today, Aforeserve provides a full range of services - from installation, field and warranty support to on-going managed services, carry-in repair and reverse logistics, the company delivers ISO 9001 and ISO 20000 certified solutions & services to fulfill and enhance service level commitments, enabling partners and customers to serve their customers better.

But what places it at the higher end of the spectrum is its seamlessly integrated service and support model that offers end-to-end ICT lifecycle services and a single point of service delivery (management, maintenance & repair of IT products) across brands, platforms and technologies, thus eliminating the need of dealing with multiple vendors. This delivery model addresses all sizes of customers with a responsive support network that is adaptable to budget considerations, security concerns, location preferences and mission-critical support requirements. Defying the industry pattern, wherein customization is a major concern, Aforeserve customizes its service offerings to address the service management and repair requirements of end-user.

Besides, Aforeserve sets unprecedented benchmarks in Project services comprising installation and commissioning of large & complex projects (spanning multi-locations and diverse technologies like Telecom Towers, Wi-Fi Hotspots, Campus networks, Security & Surveillance solutions and others) and Resourcing for wide range of IT and non-IT skill sets. As one of India's largest chains
in organized repair, Aforeserve not only handles more than 90000 service calls every month and repairs 30000+ units every month in its Repair factories, but also manages 4700 Digital Cinema screens, 20000+ ATMs and nearly half a million IT assets across the country.

Envisioning being a globally recognized customer-centric organization, Aforeserve has implemented online tools for centralized call centre and centralized response centre for remote diagnosis and resolution of customer problems

Customer-Centric Organization
Backed by 44,000 sq. ft. of state-of-the-art RoHS and ESD compliant repair facilities and over 200 trained engineers at its Repair Factory in Bangalore, Aforeserve standardizes repair and testing processes to optimize the performance of complex ICT products by reducing the cost of repair and eliminating the need for expensive replacements. The company ensures the fastest time-to-service, sustaining high volume and dynamic service commitments through a standardized process based on stringent global quality systems and matrices, giving customers the flexibility and freedom to choose from diverse on-site and carry-in services. These distinct features helped it bag numerous awards from the leading Industry Brands like HP, Lenovo as well as recognition from leading business magazines - Top 10 Field Services Solution Providers – 2017, Company of the Year 2016 for ICT Lifecycle services and many more.

Envisioning being a globally recognized customer-centric organization, Aforeserve has implemented online tools for centralized call centre and centralized response centre for remote diagnosis and resolution of customer problems. The company endeavors to consistently enhance customer experience by monitoring customer satisfaction (CSAT),leveraging various tools & equipment to manage the repair facilities (including high-end machines like BGA repairs, Heat chambers, ionizers and others), a mobile app for Field Force Automation (enabling the field engineers to manage their calls), an integrated approach of operational excellence and a strong technology backbone. Its internally designed ERP/CRM system for Call Management,
Spares Management, Revenue Management and Productivity monitoring and the robust background in the tech-repair space keeps attracting several leading OEMs/ODMs, System Integrators and Direct Customers.“CSAT is a key performance metric across the company and there is a huge emphasis on Customer Engagement,”utters Rajeev Asija, CEO, Aforeserve.

Building the Workforce
This 4100 people strong company believes in creating leaders at every level of organization and hence, provides right platform of opportunities and challenges to all deserving employees to fuel their growth. The company exploits various online & offline learning & development frameworks (covering soft skills & technical training and Management development programs), conducts regular review meetings & quarterly conferences with all business leaders and nominates employees to premier institutes for pursuing executive programs. All employees have to go through ten training modules and complete their individual certification on the online learning platform within 30 days of their joining. “We also nominate our managers for coaching by a professional and certified coach for 360 degrees coaching on life skills,” adds Rajeev.

Born 15 years ago as a brainchild of Soumitra Gupta and Arunabha Das in Kolkata with the break-fix and repair services for motherboards and monitors for customers like HCL, the company has grown tremendously, adding a wide range of services like AMC/FMS/Managed services and a large number of marquee customers across segments like OEMs and ODMs , SI Partnerships for Projects and Solutions and Direct Customer segments (BFSI, Govt, PSUs & Corporates and others). This bootstrapped company is growing at 38 percent CAGR during the last three years with a healthy outlook for growth.

Key Management:
Rajeev Asija, CEO
Rajeev has led a steady improvement in the management and financial performance of Aforeserve’s established businesses with its OEM/ODM partnerships, along with the successful buildup of a range of ICT services portfolio for the Indian market.

Offices: PAN India presence with the Corporate office at Noida