In a bid to server her customers better and position herself in the increasingly competitive environment, Nokia, the world’s leading mobile phone manufacturer and solutions provider, launched a state-of-the art care centre aimed at offering efficient services and support for its business partners and VIP customers who rely heavily on Nokia phones and services in meeting their business objectives.
The care centre will enable business partners to drop off their customer phones for service within a shorter period of time therefore facilitating business continuity in their operations.
During this time the customers will have courtesy high-end Nokia phones to use. The care centre is located at Remax Plaza on Argwings Kodhek Road, Nairobi.
Mr Kenneth Oyolla, GM for East and Southern Africa, Nokia, said the new care centre was a response to new demand in services from Nokia customers in Kenya who will now receive faster support expected to last for a maximum of three days.
“We believe that this new investment will go a long way in boosting our customers’ businesses as they need to be connected to their clients all the time for our business partners, corporate and VIP customers. Business continuity is a key element in of customer support and we believe this new facility will bring a new range experience to our customers,” said Mr. Oyolla.
“Our business has grown tremendously especially in the market segment which will be served by this care centre and this means that the demand for services for these customers have increased over time. We will continue to listen to our customers’ feedback and respond with solutions that can help drive growth for both Nokia and its loyal customers,” added Mr Oyolla.
Nokia currently operates the world’s largest voluntary mobile device recycling scheme with drop-off points in over 5000 Nokia Care Points around the world.
The Remax Plaza store is the most recent addition to this list and customers will also enjoy free Wi-Fi and refreshments in a VIP lounge as they wait for their phones to be repaired.
The new Care Centre offers a holistic solution to consumers providing not only repair assistance, but also support for Nokia services including the Ovi Store, Nokia Messaging and Nokia Mail for Exchange among other services.
Ms Brenda Okwiri, Nokia’s Head of Care for East and Southern Africa, said the facility will have a capacity of up to eight technicians, at the beginning, looking at various elements of support to repair phones.
“We are so far offering care support in Nairobi, Mombasa and Kisumu and we plan to have several collection points coming up through the retail network,” said Ms Okwiri.
Since 2006, Nokia Care through its partners have been providing a wide range of Services and Service Programs supporting Nokia´s product lines to meet the requirements of all Nokia Customers. These services vary from in-warranty repair services, out-of-warranty repair services, swaps and upgrades and software supports, setup and installation.
Nokia Care Centres are equipped to manage all repairs and faults and are manned by qualified personnel trained quarterly to ensure quality timely repairs and that care is taken when handling customer’s phones.