"After exceeding initial expectations in Level 1 and Level 2 product support and customer service, Inter-Active Technologies has been given the opportunity to expand services into eight countries across the African continent."
"Our solution has demonstrated capabilities in offering end-to-end solutions, not only within the arena of outsourced contact centres, but also in terms of having the technology and people, both dedicated to ensuring value to our customers, an approach which we believe has served Samsung well in delivering on its strategic objectives," Sandras says.
He notes that Inter-Active Technologies sets itself apart from the competition, as the company sees itself not as simply a service provider but an integral part of the customer delivery chain. "Inter-Active Technologies approaches its business relationships as partnerships, and this encourages constant innovation. The strength of the campaign lies not only in delivering well above the service expectations of Samsung, but also from innovation in terms of the service delivery model, which enables the two companies to collectively improve customer service. This is achieved not only reactively from inbound calls, but from a proactive perspective of understanding the customer, and catering for their needs before they even arise."
In addition to this, Sandras believes that another successful attribute of the partnership is the fact that Samsung has a strong and dedicated customer focus. "The paradigm of providing the right customer with the right product and solution remains pronounced within Samsung at all times. Despite the size of the organisation, Samsung has proven during the partnership that its approach to customer service is always evolving and adapting. This innovative style is what drives products, and what continues to drive the success of the organisation."
Sandras adds that Inter-Active Technologies adds value by providing a partnership based on the fact that the company aims to assist its customers in achieving organic growth. "In many ways, the goal is not simply to generate revenue, but to build a symbiotic relationship which sees both parties look forward with a view to sustainable quality, service delivery and growth."
Looking to the future, Sandras is confident that Inter-Active Technologies will achieve rapid expansion into Africa. "The focus for 2012 will be to ensure constant innovation, along with maintaining high levels of service, in order to expand into an additional 15 target countries within Africa. Many of the lessons around the expansion into Africa have now been learnt and we already offer service in multiple languages including French and Portuguese. Inter-Active Technologies will use this experience to make the roll-out of the continental structure smoother each time," he concludes.
