Johnson Controls-Hitachi Air Conditioning strengthens consumer service experience through its new digital avatar


Johnson Controls-Hitachi Air Conditioning India Ltd, India’s 3 rd largest selling air-conditioner brand ‘Hitachi’, strengthens its consumer service experience by launching a brand-new Service App for Indian customers. Hitachi India customer app provides a seamless platform for quick and good quality service for its Indian customers. By creating a robust after sales service ecosystem for ultimate consumer delight and comfort, Hitachi aims to reach every Indian household and become India’s leading air conditioning brand by 2021.

The Hitachi Consumer App:

Available on the Android and IOS mobile phones, the app connects customers directly with the company for service requests, manage product AMC (Annual Maintenance Contract), Warranty and more. A one-stop solution for customers to connect with the brand, this digital platform will bring Hitachi’s customers closer to the brand. Once a service request is placed on the app, the company will route it to the appropriate trade partner and ensures the service is provided swiftly and quickly.

Hitachi is one of the largest and most preferred air conditioner brands in India, offering superior technology range of heating and cooling solutions for residential and commercial use. The brand firmly believes that selling a product is not enough, best and smooth servicing as a follow up is an equally important aspect for the consumers.

Highlights of the app:

• No waiting on hold on call while placing your service request/complaint
• Get real-time status and updates to your service requests
• Manage your product AMC and warranty
• Register your Hitachi products easily
• Enhance knowledge by getting access to demo videos about your product and its features.

Sharing his thoughts, Mr. Gurmeet Singh, Chairman and Managing Director, Johnson Controls-Hitachi Air Conditioning India Ltd. said, “At Hitachi, technically superior innovative products and excellent customer care have always been our main focus. As a follow up to the introduction of our new Hitachi Air, we are ensuring that we deliver impeccable after-sales service to our customers. To make this happen, we have made a 3-fold effort. First is the launch of our new app where our customers can connect with us and place their requests. Second, we are investing highly in the training of servicing personnel both employed directly with us or with our partners. Third, we have launched our new customers care numbers for the benefit of our customers. We hope to build a near perfect servicing infrastructure and leave no gaps on this account.”

Mr. Singh added, “Hitachi’s market presence has grown tremendously in the last few years which is evident from our fast-growing number of customers in the market. We foresee exponential growth across the country, in the coming years. We have significantly invested in customer service and is the key growth driver for us as we not only successfully retain our customer base, but also add more numbers to it. We are well prepared and will keep upgrading our servicing infrastructure to support our expanding consumer base.”

In the endeavour to actively upgrade their consumer service, Hitachi has carried out several service-oriented initiatives in the first half of 2019, such as organising free service camps for Hitachi Air conditioners in metro cities and providing discounted service visits before the start of the peak season. The brand has also connected over 95000 customer calls pan-India via their special service camps.

Hitachi’s growing Service Network

One of the biggest challenges faced by Indian customers is the non-availability of qualified service technicians and long delays in getting quality service support. Being a customer-centric company, Hitachi resolves these issues by continuing to invest in its service network across the country. The company has a strong network of 500+ service centres across India, not just in the metros but in Tier-II and Tier-III towns as well. Hitachi has also added exclusive services centres that deliver expert servicing in a short span of time. Hitachi has come up with a novel initiative to upgrade the skill sets of its certified technicians. The
company has set up a ‘Special Task Force’ of technicians with over 100+ personnel across the country. These elite technicians are trained to provide a speedy solution to customer complaints, thereby increasing customer satisfaction.

Technicians play a key role in enhancing the customer experience; thus, they have launched a major initiative aligned with the Indian Government’s Skill India Project. Hitachi has inaugurated 4 Engineering Excellence Centres (EECs) in Delhi, Mumbai, Chennai, and Kolkata to enhance the skill set of technicians directly employed by Hitachi-JCI and the technicians employed by their trade partners. Through this initiative, Hitachi hopes to bridge the skill gap plaguing the Indian HVAC industry, while generating new employment avenues for qualified youth.

The company has also changed its old Customer Care number to a new 10 – digit phone number – 079 7141 4848/ 075 6788 4848 that is now available 24X7.