Ericsson South Africa is investing R17 million during the current financial year to establish a national network of service facilities throughout South Africa.
According to Tor Nordli-Mathisen, Director Mobile Phones or Ericsson SA, the company will have rolled out 200 service outlets by the end of 1999 in its bid to set a premium service delivery standard at consumer level, and will continue to introduce new service outlets in response to market demand.
The service point concept was launched internationally by Ericsson Sweden in October last year as part the company`s drive to differentiate the brand in the sales driven cellular market.
Internationally, Ericsson South Africa, is the multinational company`s most successful operation in terms of implementing the service point concept and has rolled out 103 service points to date, almost double the 55 launched by its closest rival, Ericsson Finland, during the same period.
"Ericsson SA is determined to set the Ericsson brand apart in the South African cellphone market by ensuring that all our consumers have easy access to high caliber service and repairs. As a result we have established service points in all the major geographic nodes as well as in traditionally underserviced areas such the Northern Cape where we have already installed a service point as far afield as Springbok and Upington."
The service points, which specialise in the servicing and repairs of Ericsson phones and accessories, are installed on a single square meter within existing Ericsson retailers and are equipped with progressive technology such as Internet access to central repairs information server at Ericsson in Sweden. This facility allows technicians to down-load graphic and step-by-step repair instructions while customers wait.
"We have set a new standard in the efficiency with which repairs are turned around. Close on 90 percent of repairs are executed within twenty to thirty minutes against the industry norm of one hour, " Nordli-Mathisen said.
Ericsson SA will also launch a R5 million, wholly-owned advanced repair centre in Johannesburg in July this year where complex repairs will be executed by Ericsson service engineers. A sophisticated logistical system has been developed specifically for the company that will allow it to reduce the industry turnaround time on repairs from one week to two days, he said.
"The speed with which we have introduced service points in South Africa is further evidence of Ericsson`s determination to continue its aggressive drive into this highly competitive cellular market," Nordli-Mathisen said.
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