Hisense, a global consumer electronics and appliance manufacturer, has announced a partnership with Reliance resQ, the service arm of Reliance Retail, to improve after-sales service standards across India.
This collaboration represents a step in Hisense’s national growth strategy, combining its technology with Reliance resQ’s service network, which covers over 19,000 pin codes.
The partnership aims to streamline after-sales processes for Hisense customers, focusing on faster installations, efficient repairs, and broader service coverage. By utilizing Reliance resQ’s service center network and technological infrastructure, Hisense intends to improve the efficiency and reliability of its after-sales operations within the Indian market.
Reliance resQ provides after-sales services across India, employing technology such as consumer and engineer apps, workforce management systems, and call center operations. The company offers services including 365-day availability, extended service hours, multi-product and multi-brand servicing, free pick-up and drop options, and product health check-ups.
Hisense is pursuing expansion in India through collaborations and investments in local production. Hisense Middle East and Africa (MEA) is involved in supporting India’s growth plans through regional expertise and operational support.
Key Service Enhancements
The partnership is expected to bring about the following changes:
- Improved Turnaround Times: The collaboration aims to expedite product installations by resQ engineers and reduce downtime for product repairs.
- Spare Parts Logistics: Hisense will utilize resQ’s network of over 27 spare parts hubs to manage component availability and minimize service delays.
- Future Service Platform: Hisense plans to launch the “Hisense Care Hub” with Reliance resQ in 2025, a service platform intended to provide customer support.
- Expanded Service Coverage: Reliance resQ’s network, covering over 19,000 pin codes, will support service delivery across a wider geographical area.
Strategic Implications
This partnership is part of Hisense’s growth strategy in India. By focusing on service improvements and expanding its reach, Hisense aims to strengthen its market presence. These efforts also support the company’s offline retail strategy.
Focus on Service Delivery
The collaboration between Hisense and Reliance resQ is aimed at enhancing service delivery within the Indian market. By combining their resources and expertise, the companies intend to improve the customer service experience.
Commenting on this service partnership, Pankaj Rana, CEO of Hisense India, said:
Our customers are at the core of everything we do. Partnering with Reliance resQ allows us to merge innovation with operational excellence, setting a new benchmark for after-sales service in India. Together, we are building a service ecosystem that prioritizes speed, transparency, and customer satisfaction, reinforcing trust in the Hisense brand.