Tech
Data introduces new customer services concepts to ME reseller channel
Posted: 30 March 2003
Pro-active management of reseller channel satisfaction
is another initiative that sets channel management benchmarks in
the ME, says Tech Data
Dubai, UAE — Tech Data FZ-LLC, the Middle
East’s leading information technology logistics management
and value-added company, today appointed Kate Bailey to head the
company’s newly structured customer services division.
The appointment as well as the re-alignment of the customer services
division, is a pro-active channel management strategy that will
set new service levels in the Middle East technology distribution
industry.
Eliot Shepherd, marketing director for Tech Data said: “For
the last few years, we have helped move the industry from shifting
boxes to more advanced value added distribution models. The industry
today has matured and is moving into a market scenario that values
and appreciates service-based business models.”
Mrs Bailey joins Tech Data, with more than 13 years of international
experience in technology, channel and customer relationship management.
She commented: “Customer services at Tech Data is to be implemented
by design, rather than by default. This means that what we do and
how and when we do it will be geared towards meeting our customers’
needs and expectations today, and more importantly, in the future.”
One of the first priorities for Mrs. Bailey is the kick-off of
Tech Data’s engagement program with customers. She explains:
“In the early stages of this program, Tech Data customers
will see highly differentiating customer handling procedures specifically
relating to RMA handing, credit issues, and possible customer complaints.”
Mrs Bailey explained that the engagement strategy will ensure each
and every customer communication reaches the appropriate department
within Tech Data quickly and, is dealt with and responded to in
an organised and professional manner.
Shepherd ended saying: “Our commitment to this market, to
our vendors and to our expanding client base in the region has driven
us, once again, to pro-actively introduce new channel relationship
standards which we will implement and pursue.”
Posted by Richard Price,
Editor Pipeline Magazine
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