CIO: Going forward, what does Havells India plan to achieve in 2014?
Qimat Rai Gupta: I think our challenges would grow with growing competition and customer expectations. But we cannot rest on our laurels. One needs to be innovative, solution oriented, and offer best-in-class products. Customers do not buy products but a promise that the brand stands for. We must respect that promise and deliver products and services according to our clients' expectations.
Our growth has been based on new offerings from time to time, excellent quality of products, and unmatched customer service. We are pioneers in the industry in many ways. A few years back, we introduced the concept of an exclusive brand showroom called Havells Galaxy. Today, there are over 200 such galaxies across India contributing over Rs 450 crore to our revenue. Similarly, with the dream of offering the best customer service, we pioneered the concept of Door-Step Customer Service. The centralized call center operates in nine languages and our on-ground network offers direct service in over 300 towns of the country within 24 hours, and adjoining areas in 48 hours.
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