Başarı Technical Services Trading Co. taking customer satisfaction and continuous leadership in the sector as a mission, provides authorised and reliable celullar phone services in 11 different cities all over Turkey including, Ankara, İstanbul, İzmir, Antalya, Adana, Bursa, Diyarbakır, Erzurum, Trabzon, Samsun and Eskişehir along with its 13 different locations. With its high technology, qualified human resources, high service quality approach and widespread service network, Başarı Service aims at being a worldwide known company.
Since 1991 component level repairs, utilising more than 6000 original spare part stocks, have been carried out in all Başarı Service regional laboratories. Başarı Service benefits Component Technology meaning the replacing of the smallest parts causing equipment to malfunction. Although the mentioned technology requires highly expensive and quite troublesome investments, it is considerably preferrable and inevitable on the side of Başarı Service, in order to achieve customer satisfaction especially when the in-warranty period is concerned. Regarding that, the company never abstains from any additional technological investment.
Aiming at being easily reachable to existing and potential customers all over Turkey, Başarı Service strives to provide opportunities and advantages like car courier system which is the collection of defected phones from dealers settling end-users’ defected phone problems, online follow up system which provides the customer to follow-up the service process of his defected phone being serviced from the internet, widespread and central service network project that locates all service stations at easy to reach city centers . This approach helps the company display a strategy open to development and growth. This understanding is reflected through both the company’s dealer network and end-user relationships.
In line with “unconditional customer satisfaction” way of thinking, Başarı Service assumes a complete consumer-centred understanding and takes customer satisfaction as a basic principal. A Marketing Department has been established within the structure of the company in 2001 in order to define services based on consumer needs and to ensure that the production of these services meet the needs of the end users. In this regard, the decision was taken to transform marketing operations, the most dynamic activities targeted outside the company, into a more active state.
Managing continuous development and a wide customer portfolio, Başarı Service gave a start to new projects in 2003, striving to strengthen the weaknesses, accelerating the service process and as a result increase productivity through continuous change and development.
By means of sufficient stock on hand and the utilisation of high technology, the maintenance and repair procedures are completed in a short time period in Başarı service stations and dependingly, repaired mobile phones are handed over on time to the customers, meeting their expectaitions.
In addition to test measurement and calibration hardware utilised in detailed defect determining, repair and troubleshooting equipment such as oscilloscopes, multimeters, spectrum analysers, computers, power sources are available in all Başarı Service laboratories. Functional test devices feasible to carry out extremely detailed defect determination tests and used at the production stage, are within the instruments available. Moreover, in order to replace extremely small parts, network stations equipped with microscope/camera systems and suitable for removing/ inserting materials with infrared and hot air units are also located in all service laboratories.
One of the biggest problems which can be encountered in repair process is a newly installed material malfunctioning again after a short time. Thus, in order to prevent and not to encounter such a potential problem , specific laboratory ovens are used in all Başarı Service stations to kiln-dry damp-sensitive components at the temperature and period determined by the manufacturers. Besides, all the necessary ESD precautions are taken in every service station in order to prevent the devices and materials from lately becoming exposed to certain damages.
The increased sales of brands; the rapid growth in the GSM sector and the new brands and models added to the service provided product portfolio causes a steady increase in the number of defective devices brought in Başarı Service service stations. Providing quality service to leading trademarks namely Siemens, Samsung, Philips, Benq, Dialon, Telmax, CT, Nokia, Sony, Sagem, Alcatel and Kenwood in this respect, the company has the cabability to provide technical and distinct solutions by means of the develeoped latest technology.
The average number of devices serviced per month is 26.000, while the average number of customers provided service in Başarı Service stations per month is 15.000.
The necessary investments are planned on the basis of analytical reports carried annually and once in a six-months period, through determining periodic capacity requirements that might be encountered in all service departments. Thus, in this respect, timely measures taken regarding increased work loads are not reflected back to the customer.
There are a total of 168 personnel employed within the service organisation, which is comprised of managerial, engineering, specialist, technician and customer service groups. Believing in the importance of customer satisfaction and quality service, and aiming to provide continuous development and growth of all units in the company, Başarı Service plays an active role in arranging various development and progress targeting training programs. Human resources department organises training programs including empathic communication and customer satisfaction for front office personnel; cellular systems, separate technical training (block and circuit schematics) for each model, periodic renewal training, and soldering training for technical personnel. Seminars on investing in people, team formation-development training, ESD training are within the other training programs. Trying to settle synergy between its dealers and the company itself by carrying out training programs directed to them, Başarı Service also benefits from the periodically applied market researches contributing to the quality service provided.
Benefiting component level repair since 1991, being reliable, well-known, widespread and a central service network, employing experienced, competent and well- educated personnel, making customers and dealers take benefit from car courier service and online follow up system, arranging satisfaction surveys and maintaining continuous communication with dealers through periodical dealer visits, being competitive advantages, Başarı Service is not only a repair company but also a technical service provider ensuring effective and satisfactory solutions in the service process and that can be considered as a solution center.