Xiaomi has just announced its 1000th service center in India. According to the company, these 1000 service centers are spread across “more than 600 cities” and the latest one is located in Hyderabad. According to the announcement by Xiaomi, it has “also emerged as the industry leader” when it comes to after-sales service when compared to its rivals according to a report from Red Quanta. Its’ focus is not limited to smartphones as it announced 500 authorized service centers for its Mi TVs.
Manu Kumar Jain, the Vice President for Xiaomi and Managing Director for Xiaomi India issued a statement saying, “At Xiaomi, our focus is on making innovation accessible to everyone. We make this happen by delivering best specs with high quality at an honest pricing. Therefore, we extend quality across all our pillars including customer service.” To highlight the importance of after-sales services, Jain went on to add, “After sales is one of the most important functions in Xiaomi and it is the second biggest workforce in our India team. With over 6000 workforces contributing to the service network, we are building a strong network of dedicated employees who are focused on providing the best quality to our customers.”
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The company recapped a number of initiatives that it took to improve the efficiency of its service centers. The first was the introduction of an E-token system where users can pre-book a visit to their nearest service center on Mi.com or the Mi Store app. According to the company, this leads to, what seems like a 72 percent reduction in wait time at service centers within a year.
The company pointed out that it experienced 100 percent growth while growing the number to total service centers after launching its 500th service center back in June 2017. It added that 95 percent of cases are resolved under 4 hour repair time while an average of about 84 percent of all cases are resolved in under 2 hour repair time. Users can also track the status of the devices that they have submitted through Mi.com website. Last but not the least, Xiaomi also allows users to pre-book TV installation service online depending on what time is comfortable for the user instead of the company deciding the time.