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TARA Machines: Leading Customer
I nteractions of a company with its customers do not stop after it has closed the transaction and delivered the product to the customers. Customers often experience difficulties in using the product or deriving the best results from application of technology. It is imperative for the success of the technology and the company that customers have access to a set of specialist services and receive proper after-sale-services support. TARA Machines & Tech Services is a leading technology business solution provider for micro, small and medium enterprises (MSMEs) engaged in production of green building materials. The products are technology packages for green building material producers and recycling enterprises.
Since its inception, it is geared to provide effective customer service and support (CSS) solutions covering all the stages of the business cycle. This includes material testing, market feasibility analysis, equipment selection, installation and commissioning, training and maintenance of machinery, even beyond the warranty period. TARA Machines endeavours to lead CSS for MSMEs in building material. Solution Knowledge Base TARA Machines provides access to unique testing services and Solution Knowledge Base which allows potential entrepreneurs to judge the feasibility of the business, prior to making any investments. In collaboration with TARA, the company provides material testing capability for soil testing, flyash testing, fuel and product testing at its Centre of Excellence located in Datia, Madhya Pradesh. The benefits of the Solution Knowledge Base are that customers can visualise product quality and features before the production actually begins and be advised regarding choice of raw material suitability. The other services are built on the strength of the knowledge base of TARA Machines. Installation & Commissioning Services A well commissioned machine and well trained operators always add to the performance of machines, ensuring confidence of customer on the machine and their satisfaction and loyalty towards the company. TARA Machines has a well set procedure to install and commission all the machines and provide training to the new operators of the machines. The procedure includes: (a) Inform customer about the material and infrastructure required for installation and commissioning of the machines (b) Visit to customer site prior to despatch of the machine, for site lay out (c) Installation and commissioning of the machine with commencement of production (d) Training the operators for operation and maintenance (e) Provision of user manuals, charts of do’s and don’ts and CDs explaining operation of the machine At the end of installation, commissioning and training the team fills a TARA SEVA form indicating all the details and also obtain the remarks of the customer entered in a data base maintained by the company. Field Service Support Once a customer experiences some problem, he/she is required to contact the service team of TARA Machines. The field service engineer obtains the details of the problem. The company has trained service engineers stationed at New Delhi as well as Bhubaneshwar, Orissa. Support to the customer is provided on an immediate basis. Each field service support team has a specialist electrician, fire masters and fitters. They are capable of handling all machines in the TARA portfolio. Complete details of technology portfolio and customer details are provided to the service engineer to analyse the equipment performance and plan remedial action. It is ensured that the service engineer in the field is in constant touch with the organisation providing status and obtaining feedback. Multiple Channel Access TARA Machine receives service call through various channels including phones, emails and personal contact through the representative in designated regions. To empower the customer to solve the problem themselves, a set of tools and fast moving spares are provided with each machine to save the down time of the machine and also reduce the cost of moving service representatives. q Col. Vishwa Mohan Prasad
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