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CHENNAI: To provide an end-to-end value proposition to SMB customers, Nortel, a company delivering communications capabilities, will set up a dedicated national customer support center here.
This support center will be accessible through a toll free number, which will provide customers a single interface for all pre- and post- sales support, backed by strong systems and processes of RMA handling and online trouble ticketing.
Nortel will also deploy 12 city on-ground engineers to cater to the requirements of the SMB market.
“There will be 10 people offering support at the technical help desk, which we have outsourced to a partner in Chennai, and another 12 on-ground engineers would be sorting out any kind of problems that may arise,” E R Ashok Kumar, Director - SMB, Nortel India, said.
Canada-based Nortel may scale-up the support staff on the requirements and demands.
The company will be focusing on the Small and Medium Business (SMB) sector in India by extending its product offering.
Talking to the media in Chennai, Sumir Bhatia, Leader, APAC Distribution Strategy said: “India is the first country in Asia where the SMB initiative is being rolled out, and is backed up by dedicated marketing, support infrastructure and people. The SMB initiative will be one of Nortel’s biggest product rollouts in India, with multi-city road shows taking the solutions out to customers across the country.”
Announcing Nortel’s SMB focus in India, Dhananjay Ganjoo, vice president, Enterprise Solutions, Nortel India said: “The SMB segment is going through a process of evolution and businesses are looking at technology to enable them to grow bigger. Nortel is gearing up to become a dominant player in this segment. Nortel has streamlined its training processes and established a robust ecosystem for its SMB solutions that will help channel partners deliver the value of Nortel’s voice and data solutions across India at a really affordable cost. Our solutions will cater to businesses even as small as three to five staff.”
Commenting on the Channel Strategy at Nortel’s South-India SMB launch in Chennai, Ashok said, “Chennai has an estimated 70,000 Small and Medium Businesses, which is the largest cluster in South India. This is therefore a potentially huge market for Nortel in the South."
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