Tech supplier launches enhanced fetch and repair program

Gary Naidoo

The warranty program represents a change to the conventional customer relationship management process that involves a customer having to return a faulty product, as an example, to the point of purchase, which is then sent directly to Sahara.

No more middleman

The new program enables the customer to engage with the Sahara call centre to notify the company of the situation. A courier is then dispatched to collect the product and return it to Sahara after which a warranty fulfillment process is completed and the repaired/ replaced product returned to the customer.

Gary Naidoo, deputy MD at Sahara, says that the warranty service option offers numerous benefits and will be of value to both dealers and end customers alike.

“We have refined our warranty process and incorporated a strategically developed fetch and repair program. For the end customer it means that the product is picked up eliminating the need to incur transport costs, there is no third party and therefore a faster turnaround, and the product is being repaired at the company where there is a high level of expertise and resources available,” says Naidoo.

Further advantages

The advantage of the program for dealerships lies in the fact that no additional resources are required for the warranty, there is peace-of-mind that the customer is being looked after professionally and expediently by the vendor, and there can be a focus on sales to boost business adds Naidoo.

“Essentially we have developed a system that pays dividends to everyone involved. It is designed to alleviate bottlenecks, to make processes and procedures associated with product delivery and supply expedient and hassle-free, and to add value to the end consumer via the channel. Our role is to ensure that customers emerge satisfied and empowered from their experience with Sahara,” he continues.

The Sahara Fetch & Repair warranty program emphasises the company's ongoing focus on sales and service to leverage off opportunities within growing market segments. This focus on sales and service is spearheaded through the recent launch of the Sahara Get IT campaign, underpinned by a number of special projects and initiatives aimed at creating awareness and generating business via the formal ICT distribution and supply channel.

“We are immensely proud of the campaign which will see the roll out of technology awareness and sales-focused initiatives to several key markets areas. This is a long term project that will result in value to resellers, vendors and the end user as the sector positions itself to meet challenges amid financial pressure on global economies,” Naidoo concludes.