Gulf Construction Online - Service all the way

Mohamed Hareb Al Otaiba

Raghu ... market has become sophisticated.

Service all the way

01 November 2005

AOS, the region’s first distinctive flagship customer service company operating under the Mohammad Hareb Al Otaiba Group, has launched a breakthrough customer service initiative in the UAE.

“What makes AOS so special is the fact that it’s not just the region’s first customer service-orientated company but also meets the market’s dire need for an establishment can offer a multi-brand one-stop service for domestic as well as commercial appliances,” AOS manager Ravi Raghu points out. ‘‘Over the past few years, the market has become very sophisticated and customers have specific demands. It’s not about selling products and services anymore as clients are looking for much more than a product delivered at their doorstep and installed. The market in the UAE, in particular, is much more sophisticated compared to the rest of the region and that has prompted MHAO to set up AOS.’’
AOS has a new concept and a new promise. Three words – Exceeding Expectations Everytime (EEE) – are the hallmarks of the company’s seven service principles, and sum up what AOS is all about, he says.
According to Raghu, exhaustive effort has gone into setting up AOS, involving almost two years of ground work, countless manhours to study western service models, evaluation of market needs and final modification and adaptation of those models to fit the market scenario in the UAE. The idea is to embrace the future and create an entity which will deliver results to the customers and yet remain a profitable organisation,” he adds
“What is unfolding here is the evolution of a service-based market. It’s not just corporate businesses that are catered to but equally important is the lone customer – which are the driving forces that have made AOS happen. With the seven-stage service success plan, we intend to dominate and become a proactive service-orientated player in what has so far been a seller’s market,” remarks Raghu.
“We can now offer professional, efficient and standardised responses. We want to be a one-stop shop for domestic and commercial service. Al Otaiba is a customer-centric group and the launch of AOS reiterates our commitment to customers in the region.”
AOS ensures coverage of all brands, onsite support, free collection and delivery, resolution of problems within a specified time, standby units, preventive maintenance and a single point of contact for all servicing-related needs. The new company will be a bridge between all Al Otaiba companies, largely overseeing the operations and taking care of the customer’s needs across the board from various divisions.
Already, the results are encouraging and market segments are hailing what AOS is offering them. The company focuses on delivering tailor-made services in a professional manner. As both market and customer profiles in the UAE are unique, no single model can work for the market, which is why various service models have been adapted and modified to come up with specified solutions for the particular demands, he adds.
“We have all the services to offer including spare part showrooms, service consumables, maintenance contracts, extended warranties on appliances, workshop repair services and much more,” Raghu concludes.