end to end, life cycle solutions for ict products across brands...

End to end,

life cycle solutions

for ICT products across

brands and technologies

Copyright 2014

Company Profile

2

Aforeserve is an integrated service management and support company offering

comprehensive and standardized life cycle services for the full spectrum of

Information, Communication and Technology (ICT) products, including

notebooks, desktops, network and servers, computer peripherals, surge

protection and power conditioning units and mobility devices – Tablets and

Phones, as well as for a range of non IT automated systems such as digital

cinema projectors, self-service kiosks, POS(point of sale) terminals, ATMs and

satellite communication systems.

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Vision Mission Values

3

Vision

To be a leading provider of ICT life cycle

services comprising installation &

commissioning, repair and refurbishment,

warranty services and reverse logistics, focused

on customer satisfaction, quality and continuous

profitable growth, thereby becoming a trusted

partner of choice for every customer for all their

ICT service needs.

Mission

We shall deliver quality service to every

customer, thereby ensuring customer satisfaction

through excellence in execution and delivery.

Customer Focus: deeply focused on

providing solutions to customer’s

problems, ensuring customer satisfaction

Openness: transparent, ethical and fair in

all our dealings and transactions with

customers, employees and partners

Excellence: excellence in execution,

service delivery and quality

Honesty, integrity and trust

Promoting an environment of unity, team

work, mutual respect and personal

growth

Rewarding performance in time

Values

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Snapshot

4

Founded in 2000

Headquarters

at Noida

More than16+years of high end

tech repair

expertise

185+ years of

leadership experience

3200+ strong team

of specialist engineers

and service executives

Strategically located service offices

in 51 major cities and resident

engineers across 263 regional

towns

44,000square feet of

RoHS and ESD

compliant

Warehousing &

repair facilities at

Noida and

Bangalore

Dedicated

Central

Response

Centre (CRC)

located at Noida

for remote infra

support

Service partner of choice for leading OEMs, ODMs and system integrators

including HP, Acer, IBM, Lenovo, Inventec, MSi,

Pegatron, Micromax, NCR, UFO , Wipro and HCL among

others.

Service Partner of choice for a large number of End-Users.

Handling more than 63,000service calls every month

MobilityL3 / L4 repairs of Mobiles &

Tablets of all Brands/OEMs

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Quality life cycle support for ICT products across

brands, platforms and technologies

Geographies

5

Fully equipped service centers across

51 major cities

Resident Engineers located across 263

towns in 25 states

State of the art repair facilities at

Noida and Bangalore

Extensive pan India support network

Regional Repair Centres at 13 RO’s

across the country Service Center

Repair Factory

Head Office

Resident Engineers

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The Aforeserve Edge

6

Flexibility,

Agility &

Responsiveness

Flexible, agile and

responsive service

delivery model

adaptable to budget

considerations,

security concerns,

location preferences

and mission critical

support

requirements,

addresses unique

maintenance and

repair needs of every

customer

Pan India

Support

Network

Extensive pan India

support network,

Warehousing &

Logistics offers

customers the

benefits of direct and

localized service as

well as the

geographical reach

they need to fulfill

aggressive service

level commitments in

a cost-effective,

flexible and viable

manner

Leveraging Key

Partner

Associations

Leveraging partner

associations with

leading OEMs &

ODMs to build an

inclusive knowledge

bank based on brand

specific best

practices and

procedures and to

develop strong

capabilities in global

process standards

and quality control

norms

Integrated Service

and Support

Model

Seamlessly

integrated service

and support model

offers end-to-end ICT

lifecycle support and

single point of service

delivery across

brands, platforms and

technologies –

reducing the

complexity of

managing service

commitments and

relationships with

multiple vendors

Superior Tech

Repair

Capabilities

Highly differentiated,

product and

component specific

repair capabilities

backed by 44,000

square feet of state

of the art, RoHS and

ESD compliant repair

facilities and a 250+

team of highly trained

engineers

Committed to delivering the highest

standards in service excellence

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Service Coverage

7

Comprehensive lifecycle services for the full spectrum

of Information, Communication and Technology

products

Desktops SmartphonesLaptops Tablets

Servers Printers Plotters Scanners

Power Conditioning

Units (UPS, inverters,

power supplies)

Routers ATMs

Projectors VSATsSet Top Boxes

Networking

Switches

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Tools and Processes

TRIMS

8

Tech Repair Information Management Systems (TRIMS)

CompanyAforeserve

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Aforeserve

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Tools and Processes

Service & Sales CRM Tool – Service & Logistics Management

10Company

Aforeserve

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Tools and Processes

Service & Sales CRM Tool – Service & Logistics Management

1111

CompanyAforeserve

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Tools and Processes

Warehousing & Logistics Management

12Company

Aforeserve

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Mobility Repairs – CRM & Service Management

ISO 9000 & ISO 20000 Certification

13Company

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Tools and Processes

14

Field Services

Tech Repair Services

Project Services

OEMs & ODMs

System Integrators

End Users

Aforeserve operates as a

single point service solution

for manufacturers, integrators

and end users of ICT

products,

delivering best in class

service and support at every

stage of the ICT asset

lifecycle across brands,

platforms and technologies

Services

Resourcing

Solutions

ServicesCompanyAforeserve

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Tools &

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International Business

Warehousing & Logistics

Field Services

15ServicesCompanyAforeserve

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Field Services

Annual

Maintenance

Contracts

On-site

Installation

Services

Health Check

Services

Facility Management Services

One-time

Services

E-Waste

Management

Services

Upgrade

Services

Service Camps

Per Call Repair Services

Service At Your

Doorstep

Care Packs and

Consumables

1 2

3 4 5 6

7 8 9 10 11


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Field Services

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Four flexible Annual Maintenance Packages

AMC On-site

Labor Only

and Parts

Chargeable

On Actuals

AMC On-site and

Comprehensive,

Including Parts

AMC Return to Bench

Labor Only and Parts

Chargeable On Actuals

AMC Return to

Bench

Comprehensive,

Including Parts

1

2

3

4

Annual Maintenance Contracts

• Integrated support and maintenance for single device users

as well as for multi-product / multi-vendor environments

• Preventive and periodic maintenance support

• Tailored to fulfill stringent SLA and TAT commitments

• Break-fix calls for on-site and carry-in repairs

• Remote infrastructural support for Servers, desktops,

laptops, phones and tablets through Central Response

Centre (CRC)

• Automated call registration, call tracking tools, SMS updates

on status of call resolution

• Critical and emergency call response services

• Reverse logistics


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Field Services

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• Operating System installation, full and patch upgrades

• Software version control, installation and license

• Server and back-up management for shared drives,

databases and system state

• Software authorization and auditing to ensure that non-standard

software is installed after proper authorization only and

unwanted software is not loaded on any system

• Troubleshooting desktop and laptop related issues including

escalation and coordination with vendor, as required

• Anti-virus management, control

and updates

• CPU and disk space utilization

monitoring

• Schedule and execution of

periodic preventive maintenance

• First level hardware support for

desktops and laptops, problem

diagnosis and resolution

• Desktop Operating System

support for Win 2000 / XP /

Vista, MS Office 2000 / 2003

/ 2007 / XP

• Mail client support

• Peripherals support,

configuration and problem

resolution

• Network management

• On-site change

management – install, move,

add, change (IMAC)

• Hardware authorization

checks to ensure that no

unauthorized PCs are

connected on the network

Facility Management Services

• Supervision, management and control of complex

desktop environments

• Continuous service support covering entire life cycle

of desktop environment including deployment of

hardware and software, troubleshooting, network

management, server administration and user

support

• Resourcing – as per customer requirements

Services Include


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Field Services

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On-Site Installation Services

• Pre-configured, customized (one-time) installation

solutions for hardware components and peripherals

within large-scale ICT systems

• Single or multi-stage installation packages can include

one or more of the following services:

• Physical installation

of hardware

components

• Integration of new

hardware with

existing network /

system

• Unpacking of equipment

• Power testing at site

• Documentation –

installation sign-off

and associated

reports

• Submission of

installation report

Diagnostic exercise

to test compatibility

and functionality


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One-time Services

• Fee based, one-time troubleshooting support to

help resolve common computer related issues

• Delivered on-site as well as remotely through

Central Response Center (CRC)

• Available 365 days of the year

• Ideal for small and home office set-ups as well as

complex systems in large organizations

• System network

cabling, setup and

testing

• Wireless network

setup and

resolution of

connection issues

• Printer and

peripherals

connection and

configuration

• Operating System

fixes, configuration

and upgrade

• Hardware and software setup

• Site preparation, cabling and earthing

• Software malfunction

resolutions

• Virus and malware

detection and removal

• Computer tune-up and

system optimization

• Phishing and spam

removal

• Email set up

• Driver updates

Services Include


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Field Services

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Upgrade Services

• Facilitates latest updates in hardware, software and

performance features of all ICT products and

components including multi brand CPUs, TFT

monitors, keyboards, optical drives, system

memories and hard disks

• Enables smooth transitions to latest technical

specifications of components and / or systems

• Full cover on labor charge and cost of equipment for

one time, on-site installation and upgrade of

component or system

Per Call Repair Services

• On-site and carry-in repair support for ICT assets

not covered by warranty / long term maintenance

contracts

• ‘No Strings Attached’ approach – customers receive

best in class repair support with added benefit of

paying on a per-call basis

• Fixed labor fee with parts chargeable on actuals


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Field Services

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Health Check Services

• Detailed assessment and audit to determine

performance status of installed ICT infrastructure

• Enables corrective improvements in hardware and

software configurations to ensure that system runs at

optimum level of operation

• Comprehensive audit report suggests appropriate

repairs, replacements and upgrades required to

restore equipment to optimum working condition

• Convenient on-site and carry-in options

E-Waste Management Services

• Disposal of discarded ICT devices, parts and

components in conformity with the guidelines and

directives issued by the Government of India

• Disposal process executed in collaboration with

certified e-waste management partners

• Followed by report certifying successful e-waste

disposal

• For e-waste disposal on request, call 1800-103-4423


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Service Camps

• Free health check, diagnostic and advisory services for

entire range of ICT devices

• Camps conducted at residential, official and campus

locations

• Customizable in accordance with specific customer

requirements, can include special demonstration exercises

and guidance capsules for offices and educational

institutions

• For service camps on request, call 1800-103-4423

Service At Your Doorstep

• Pick-up and drop repair service from residence

or official premises at nominal charge

• Expedient, hassle free, cost effective

• Available for AMC and warranty services for

laptops, phones and tablets as well as for repair

services of motherboards, display cards, etc.

Care Packs and Consumables

• Warranty extension packages and consumables for

multiple brands and manufacturers of ICT equipment

• Customers can:

• Extend their device warranties

• Source original and genuine consumables


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24ServicesCompany

Aforeserve

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Tools &

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IT Products


IT Products

25

Testing and

Quality Check

‘Equal to New’

Refurbishment

Services

Break-Fix and

Chip-Level

Repairs

Screening and

Visual

Inspection

Tailored L1 / L2

and L3 / L4 chip-

level repair

Reconditioning of

redundant, out of

warranty and old

ICT assets

Thorough testing

and quality check

services

First level of

assessment for all

incoming material

1 2 3 4


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Screening and Visual Inspection

• First level of assessment for all incoming material

• Engineers, trained to detect faults, identify problem

areas and filter each piece of equipment on the basis

of low, medium and high risk

• ‘Non-invasive’ repair policy, complex repair solutions

suggested only in necessary cases

Break-Fix and Chip-Level Repairs

• Tailored software, component and chip-level repair

services for multi-brand ICT devices

• Break-fix Services include all L1 and L2 level

repairs, change / replacement in software or

hardware components of device

• Chip-Level Repair Services include L3 and L4 level

repairs, cater to legacy, current and next generation

ICT technologies, cover devices that require major

diagnostic and repair exercises at chip / component

level


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IT Products

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‘Equal to New’ Refurbishment Services

• Reconditioning of redundant, out of warranty and old

ICT assets

• Configured to restore every asset to ‘Equal to New’

status, deliver user experience equivalent to new

purchase

• Allows customers the opportunity to re-deploy

refurbished assets or re-market them in the second-

user segment

• Firmware

updates

• Functional

testing

• Cosmetic

reconditioning and

reinstatement

• OEM upgrades

• Product re-certification

• Hardware

replacements

• Factory restore and

reconfigurations

Services Include


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IT Products

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Testing and Quality Check

• Thorough testing and quality check services for all

products and components within the ICT universe

• Enables end-users to identify defects in purchased

ICT equipment; manufacturers to detect deficiencies

early in the development process

• Reduces risk of product failures, cuts development

costs, decreases time to market and improves quality

of deliverables

• Manufactured

products testing

• Raw

material

testing

• Additional

quality

checks for

specific

materials

and

products

• Intermediate

and final

products

testing

Services Include


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IT Products

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Service Capacity

Repair Workbenches

Screening

Workbenches

Screening Capacity

Receiving Stations

Total Storage Volume

Total Operation

Space

Repair Capacity

Noida Repair

Factory (NRF)BRF-Mobility

Bangalore Repair

Factory (BRF)

210

43

60000 units per month

40

20000 – 25,000 units

24,000 square feet

45,000 – 50,000

units per month

.

42

9

10000 units per month

9

12000 – 14000 units

5000 square feet

7000 – 8000 units per

month

96

16

50000 Handsets per

month

12

50000 + Handsets

9000 square feet

40000 Handsets per

month

Repair Facility

ParticularsNRF-Mobility

78

14

60000 Handsets per

month

10

20000 + Handsets

6000 square feet

35000 Handsets per

month


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IT Products

HO - TRC @ Noida


IT Products

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QC Work StationBGA Re-Work StationMotherboard Repairs

HO - Logistics HO -StoresMaterial In-Out

Motherboard/ Laptop/ Desktop Repairs

Elevation Reception StorageReceiving

Data ManageHDD Testing LineIC Re-balling

Board Repair Line

Panel Test Panel Repair Line


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IT Products

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Bangalore Repair Factory



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Mobility Products

33ServicesCompany

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Mobility Products

Testing and

Quality Check

‘Equal to New’

Refurbishment

Services

Break-Fix and

Spares / Chip-

Level Repairs

Entry Level

Screening

(E L S)

Tailored L1 / L2

and L3 / L4 chip-

level repair

Reconditioning of

redundant, out of

warranty and old mobility assets

Thorough testing

and quality check

services

First level of

assessment for all incoming material

1 2 3 4


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Mobility Products

Entrance Reception Storage

Component store Finished Goods Stores Repair Line Repair Line

Project Services

35ServicesCompany

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Project Services

36

Site Preparation

Installation and

Commissioning

RolloutsAcceptance

Testing

Operations and

Maintenance

Essential civil and electrical site

preparation services

Installation, configuration

and verification of large

scale ICT based frameworks

and technology systems

Scalable, multi-site / multi-

technology rollout support

Evaluation of system

compliance with user’s

business requirements

Post acceptance

operations and

maintenance support

1

2

34

5


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Site Preparation

• Essential civil and

electrical Site

Preparation services to

support the installation /

long term functionality

of ICT products and

solutions

• Experienced project

managers

• Critical insights and

best practices in site

preparation

• Delivery as per project

schedule

Installation

and Commissioning

• Installation, configuration and

verification of large scale ICT based

frameworks and technology systems

• Installation – planning / execution /

deployment of hardware and

application components at minimal

cost and in shortest time possible

• Commissioning - technical and

diagnostic tests to verify response

times / performance parameters /

other output considerations, to

confirm all codes / protocols are

loaded / functioning appropriately

Rollouts

• Scalable, multi-site / multi-technology

rollout support to help customers replicate

new / established technology solutions

across multiple locations / ICT

environments

• Experienced site-managers, proven

processes / methodologies, skilled

technicians / engineers

• For new system installations and

solutions, team takes complete charge,

post testing and verification of proof of

concept (POC)


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Acceptance Testing

• Last phase of system testing process.

• Evaluation of each system’s compliance with

user’s business requirements / whether system

is acceptable for deployment

• Designed to assess each system on the basis

of various parameters including functionality,

process flow, interface, alerts and reports

generated

• Also useful in identification of residual issues to

ensure desired end-to-end functionality of

system

Operations and Maintenance

• Post acceptance / delivery, operations and

maintenance support – desktop management, network

infrastructure maintenance, patch management,

server management, disaster recovery support, help

desk support, application installs / upgrades, testing /

lab services, network management, configuration

management

• After-sales operations and maintenance support for

manufacturing and integration partners – partners can

choose from a range of onsite and remote support

services to create customized service bundles as per

their requirements


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39ServicesCompany

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40ServicesCompany

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Tools &

Processes

• Domestic & International tie ups with Suppliers for wide

range of products

• Supply chain ecosystem in China, Taiwan and Hong

Kong

• Experience in handling imports

• 26+ Years in Supply Chain

• Strong Partner network to manage clearance &

forwarding


Services Include

• Planning and forecasting as per stocking levels and

define SLA’s

• Sourcing- Local & Imports

• Procurement - based on consumption trends

• Replenishment of defectives by screening & repairs

• Scrap & e - Waste Management

• Handling Insurance & Storage

• Backorder Management

Inventory Management

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Services Include

• Physical Inspection, Screening, Staging & Kitting

• Storing, Stocking & distribution

• Handling Damages & Returns

• Asset Management – Part Labeling & Packing

• Central Warehouse

Receipt from local / Import

To & Fro from Regional Warehouse

• Regional Warehouse

Receipt from Central Warehouse

Movement To & Fro to end points (End User/

Resellers)

• Maintaining IT Systems for online status, reports &

queries

Warehouse Management

• Warehouse Coverage PAN India with a Central

Warehouse, 4 Regional Warehouses and 19 Sister

Warehouses

• Screening facility within the Warehouse

• Trained team to manage operations

42ServicesCompany

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Services Include

• Customs Clearance and logistics

• Forward logistics

• Reverse Logistics

• Handling forms and Permits

• Defined SLA’s

Logistics Management

• Providing PAN India door step Support

• Tie ups with more than 8+ national logistics providers for

cost effective model

• Efficient deliveries and coverage

Resourcing

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Resourcing

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Contract Staffing

• Complete range of IT and non-IT skill sets

• Desktop – L1/L2/L3 , Network L1/L2/L3 ,

Windows/Linux , Data Centre, .Net , Java ,

Sharepoint , ERP , Oracle Database etc

• Niche skills like Security , Surveillance , Project

Management

• 100% compliance to regulations like ESIC , PF

etc

• Quick selection and on-boarding cycle

• Reference of all top Logos

Permanent Staffing

• The complete range of skill sets

• Identification , selection and recruitment services , on

a one-time basis for Permanent staffing

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Solutions

45Company

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Solutions

46

IT Solutions and Integration

• Integration of Products , Software and Services

• Products – complete range of Desktops ,

Laptops , Servers , Storage , Networks ,

Mobility Devices , Peripherals , UPS Power

systems etc.

• Softwares – Customised , OTS ( Off-the-shelf )

and Mobility

• Services - Sourcing , supply , commissioning ,

integration , acceptance , Operations and

Maintenance

• Tie-ups with the leading OEMs in each of the

Product segments

• Rich experience of Projects execution and

delivery

• Reference clients and sites

Security Solutions and Integration

• Security , surveillance , access control solutions

• Customised solutions like EPABX systems , Video

Conferencing , Contact centres

• Tie-ups with the leading OEMs in each of the Product

segments

• Reference clients and sites

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47Company

Aforeserve

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Tools &

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International

BusinessResourcing

48Company

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BusinessResourcing


Aforeserve has presence in International market by virtue of engagements with

Global Service Providers.

Leveraging in house strength to deliver QoS and offer a large range of services to

large and medium sized organizations.


49Company

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Solutions

Desktop Management

Data Center Build & Management

Digital Networking environment

Managed Services

Project Execution

Steady State

Help Desk

Maintained data log and Reporting

Systems and Processes.

Field Services

Facilities Management

Per Call Service

Decommissioning (E Waste)

On Site Installations

Technology upgrades.

One Time Services

Tape Vaulting (enabling)


Offerings

50Company

Aforeserve

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Project Services

Site Preparations

Installation & Commissioning

Roll Outs

Acceptance and Testing

Operations and Maintenance

IMAC

Project Management Services.

Resourcing

Staff Augmentation

Long Term/Short Term engagement

Rebadging

Dispatch Model (Ticket Based calls)

Project Based staffing

L1, L2, L3 up to L4 level


Offerings

51Company

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BusinessResourcing

Europe

London, UK

Helsinki, Finland

Berlin, Germany

Paris, France

Brussels, Belgium

Stockholm, Sweden

APAC

Singapore

Dubai

Saudi Arabia

Malaysia

China

Japan

Capability to cover entire region

SOUTH AFRICA AND AFRICAS

South Africa – Johannesburg

Kenya – Nairobi

Nigeria – Lagos

Congo – Brazzaville

Tanzania – Dodoma

Uganda – Kampala


Points of Presence

Clients

52Company

Aforeserve

Edge

Service

Coverage

Tools &


Great place

to workContact

International

Business

53Company

Aforeserve

Edge

Service

Coverage

Tools &


Great place

to workContact

International

Business

Awards & Accolades

siliconindia.com/ technology-magazine-in/December-2016_issue-special2.html

Company of the Year – 2016: ICT Lifecycle Services

Aforeserve.com: Taking Away the Frets of ICT Lifecycle

Management

The seamlessly integrated services and support paradigm of Aforeserve

offers a single point of service delivery, integrating all life cycle support

requirements for ICT assets across ………more>>

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54Company

Aforeserve

Edge

Service

Coverage

Tools &


Great place

to workContact

International

Business

ICT Clients

• Main board Repairs

• Panel & Monitor Repairs

• Screening

• Warehousing

• Refurbishment

• Field Support with Carry-in Centers

• Project Support PAN India



• Panel & Monitor Repairs

• Screening

• Warehousing

• Field Support for Monitors


• Main board Repairs for HP &

Toshiba

• Main board Repairs for Acer

• Main board Repairs for Acer &

Lenovo

• Main board Repairs for Acer

• Failure Analysis in HP Plant

OEMs ODMs

• Mobile PCB Repair for RJio

• L2/L3 Mobile Repairs

• PCB Repairs of LYF Mobiles

• DOA Mobile Repairs

Clients

55

Information Technology

Among many others…

CompanyAforeserve

Edge

Service

Coverage

Tools &


Great place

to workContact

International

Business

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Clients

56

Banking , Finance & Insurance


CompanyAforeserve

Edge

Service

Coverage

Tools &


Great place

to workContact

International

Business

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Clients

57

Electronics, Automated Technology

&

Mobility


CompanyAforeserve

Edge

Service

Coverage

Tools &


Great place

to workContact

International

Business

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Clients

58

Manufacturing, Infrastructure, Hospitality, Govt

`


CompanyAforeserve

Edge

Service

Coverage

Tools &


Great place

to workContact

International

Business

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``

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Clients

59

Education and Others

`


Manufacturing, Infrastructure, Hospitality, Govt

CompanyAforeserve

Edge

Service

Coverage

Tools &


Great place

to workContact

International

Business

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60

Voice of Customer (VoC)

61


Overall Satisfied with Aforeserve Service.

What an amazing last 20 working days we had. I truly enjoyed working with a

team which has got unbelievable energy, never say no attitude and most

importantly the team work you guys shown. I never thought we could complete

the whole replacement activity in such a shorter duration.

Appreciate the Aforeserve’s project team efforts for timely achieving the OS

migration.

Congratulations & Good show. It’s really a great effort for making an IT

Infrastructure ready within 7-8 hrs post site readiness. Extraordinary effort.

Congratulations for inaugurating both sites together on the same day… First

time in Airtel history.

Appreciate the Aforeserve Team for their support, performance and

professional attitude.

Quick Turnaround time to provide SharePoint developer resource for their

Gurgaon Office.

Appreciate the Aforeserve - Bangalore TRC efforts to complete Technical

upgrade task for 787 TFTs at UNO Digital, Patna well before the deadline.

Thank you so much for the efforts in giving 300 Boards within 2 Days. With this

we have achieved our commitment.

Excellent services extended to End Customers.

Excellent reporting & support.

62


Utmost satisfaction with the service received from HP Varanasi Team.

BCH Electric Limited

High satisfaction from Aforeserve Team based in BCH . Special appreciation of

Engineer for technical and interpersonal skills. Congratulations for inaugurating

both sites together on the same day. First time in Airtel history.

Outstanding efforts in completing Outlook 2013 Migration Activity.

This is to certify that Aforeserve.com Ltd company provides the best support

to our organization as in AMC and FMS (especially) contract and your

resource, Vishal Singh provided tremendous support to our infra management,

very adaptive and learning capabilities. Vishal Singh put his efforts to maintain

and stabilize friendly relation with users, across plant and in branches. We are

highly satisfied with his service and believe that he’ll become the star of your

organization and you should feel proud of such resources, who can bring in

goodwill for the company.

Highly appreciative of the efforts of Aforeserve Engineer for the testing

confirmation.

Outstanding AMC support

Thanks for your quick response for attending & solving problem, making

system ready in time.

Good job done by Shivendra.

Congrats to Shivendra & Team Aforeserve.

Good team work done by Aforeserve Support Team. Till 5th Oct’15, all pending

calls related to IGL Noida received by RE of Aforeserve at Noida Location were

closed with hard work. Kindly continue this spirit to close all pending calls in

the future also as per SLA.

63


The support provided by Aforeserve engineers Lokesh Bisht, Wahid Ali & Amit

Tripathi .

Congrats to Ujjawal Trivedi, Deepak Jain & his team!

On behalf of our IT Team I am writing this mail as a humble note of appreciation

for the support provided by your engineers Lokesh Bisht, Wahid Ali & Amit

Tripathi . It is since the time they have joined us, they performed tremendously

& put their efforts to maintain and stabilize friendly relations with users across

units or Sites. As a good learner, all are always ready to learn new things. You

should certainly feel proud of such engineers , who can bring in goodwill for the

company. I appreciate the support provided by Aforeserve RE’s in Pearl Global

Industries Ltd. for compliance of their duties. Keep up the good work.

We have a good experience with the services.

Congrats to Sangeeta Rawat !

Your services were very good. The engineer did his job very well to our

satisfaction. Congrats to Deepak Jain & his Team!

We are highly delighted by services rendered by your engineer Mr. Riyaz.

We are very happy & satisfied with the services of your engineer Mr.Hari

Shankar.

We are extremely happy with your company’s service specially support from

Ms. Sangeeta Rawat. Your prompt problem solving solution, analytical skills

and proper follow up gave us result oriented solutions in our routine work. We

sincerely thank your employee Ms. Sangeeta Rawat for prompt resolution.

The services you have been offering are excellent as there is regular follow up

taken by your people especially Ms. Sangeeta . She is very prompt and

dedicated to her work.

Your continuous follow up is very well and very good services. Now system is

working well. Thank you for HP support team.

Both of our complaints have been resolved and the engineer sent was excellent

in service. We are completely satisfied with your service and hope that in future

we will get the same service from your side.

64


Services rendered by your representative was exceptional. Both the faults have

been rectified and found to be OK. Hope, in future also we shall get this type of

co-operation. Well done.

We are glad to inform that your services for servicing Pass book printer is

good and we are full satisfied with your engineer.

Mr. Dharmendra Singh, Aforeserve Engineer has visited the branch today and

repaired the PC. We are satisfied with the quality of work.

The Services provided by Engineer, Mr. Hari Shankar is good . He is of helping

nature and a knowledgeable person. We recommend him to visit us next time

when we require services.

Your Engineer visited our branch and rectified our Printer which is working

properly. We are satisfied with Aforeserve service.

The services provided by Aforeserve and Engineer Mr. Balram Verma are

appreciable. The skill set and confidence level of Engineer is also

commendable. We are thankful to him.

We are satisfied with the services provided by Aforeserve.

We are pleased to inform that we are satisfied with the service of M/s

Aforeserve.com Ltd. We are highly inspired by the attitude and behavior and

support of their engineers, specially Mr. Ram Rajput. They are promptly

attending calls and getting them resolved on time , We Congratulate the AFS

team for rendering their wonderful service and wish them to continue the same.

I would like to thank Aforeserve.com Ltd for the incredible support & excellent

service provided on behalf of HP. Engineer made the work look very easy

which actually earlier was blowing up mind & engineer are always on time,

sincere & having good behaviour.

65


Customer has shared his satisfaction with the support and excellent service

provided by Aforeserve.com Ltd. Engineer is always on time, sincere and good

behaviour and does satisfactory job.

FMS service has improved from last month and now all calls closed timely.

Please maintain the same in future.

This is to certify that Mr. Ranjan Chowdhury, engineer of Aforeserve.com who

joined as FMS at Kolkata RO Overnite Express Limited is of good nature,

pleasant behavior, skillful and has good knowledge about his work. We are

quite satisfied with his service.We wish him great success in his professional

life.

I am fully satisfied with your service & team has worked very well & displayed

good behaviour and communication skill. I thank Aforeserve Team for providing

the Best Services.

This is really good progress on BOB Support where we have overall less than

50 open calls. Appreciate support from you and your team. Lets focus on

Closing all calls > 7 days in next couple of days time.

Thank you very much for your regular follow-up to close the case. Appreciate

your efforts.

I would like to thank Aforeserve.com Ltd for the best support and excellent

service. Engineer is always on time, good behaviour and good communication

by team.

66


I would like to say Mr. Mohit Kr. Gautam , Project Coordinator has already been

kind enough to help me whenever I faced any issue for any technical support or

any warranty service. He always came forward to help me with the best

possible solution. Recently I was facing a lot of issue with the replaced graphic

card but when I contacted him for support, he kept trying to resolve my

problem on priority. Thank you.

Mr. Angad has very good knowledge and very supportive. He is very intelligent.

Thanks for good support in our critical time. Please keep it up.

Thanks for prompt support from Zenith Computers & thanks to Mr. Angad

for resolving the issue in system. He has a nice behaviour.

Service is good. Special thanks to Angad for resolving the issue and nice

behavior.

I would like to appreciate for your quick response and error free service

rendered on one of my important PCs which was having problem in

Motherboard. Even in odd hour you as a team helped us a lot. Once again we

are thankful to you.

We are satisfied with the excellent service support provided by Aforeserve

Team. The complaints logged are attended & closed on time. We really

appreciate the service.

67


We are fully satisfied with the services & support provided by Aforeserve.com

Ltd team. Engineer are professionally trained, sincere & having good behaviour.

Servicing of HP Computer/Laptop has been successful & technical problems

have been attended on time.

I would like to thank HP India & Aforeserve.com Ltd for providing the

satisfactory & excellent service. The complaints logged are attended & closed

on time. There is good coordination by team.

I would like to thank HP India & Aforeserve.com Ltd for providing the excellent

service. Engineer has done a good job and always reached on time. There is

good coordination by team.

I want to thank HP Support for providing me the prompt services for my HP

Pro-book 445G1model Laptop. I specially appreciate and thank to Aforeserve

Team who very promptly served my request. Earlier also fixed my laptop

flickering issue in other unit with promptness. The Engineer is an expert in his

field. I wish him all success in his career. Thanks Once again Aforeserve Team

for Great Job.

I would like to thank HP India & Aforeserve.com Ltd for providing the incredible

service.. Engineer has a good behavior and always reached on time.

I would like to thank HP India & Aforeserve.com Ltd for providing the incredible

services. The Engineers always attended the complaints on time and worked

well to coordinate with the staff. The services have been quite satisfactory

during the period.

68


We are satisfied with the service provided in resolving the biometric login

problem in our branch.

Service are satisfactory.

Services was very good.We are satisfied with your proper services.

Services has been satisfactory.

Our scanner machine problem have been attended promptly within a hour &

solved the trouble. Right now it is functioning fine. This is for your kind

information and doing the needful.

We are happy with quick & satisfactory response.

The services provided towards repairing of our PC was really appreciable. The

work done by the engineer was up to the mark.

This is to certify that Aforeserve.com Ltd is providing maintenance services of

computer hardware and peripherals to the branches/offices of Alwar, Dausa &

Sikar District of Jaipur region under Maintenance Contract for one Year. The

Maintenance services provided by Aforeserve are satisfactory.

Your Customer Support Executive attended the complaint and resolved the

issue promptly and satisfactorily. We appreciate his services and wish him

bright career ahead.

69


The Service provided is satisfactory and very good we are happy and satisfied.

We are satisfied with the services provided for repair and replacement. We

also appreciates Mr. Anirban chakarborty for his excellent support and

knowledge.

The Services for desktop issue was resolved by the Engineer. We are

completely satisfied by the work.

This service is Satisfactory. Thank you.

Printers are functioning. We are satisfied with service.

I am writing this letter as a humble note of appreciation for the outstanding

customer service provided by Aforeserve . Yesterday I have logged a complaint

for our CEO’s machine & called Mr. Raman Shukla for getting the resolution.

Mr. Raman took merely 3 hours to rectify the problem . he ability to provide the

resolution quickly exceeded my expectations.

I really commend the prompt service provided by Mr. Raman Shukla and

Aforeserve.com .

Great service makes your customers feel that you care about developing a

long-term relationship that means more than just making a sale.

I would love to recommend your company to anyone who needs an AMC service

in the future.

Keep up the good work.

This is to Certify that the services provided by Aforeserve.com Ltd are

satisfactory. We thank the entire team and expecting the same momentum in

future as well.

70


71


This is to certify that Aforeserve.com Ltd is providing maintenance services of

computer hardware and peripherals to our branch office Jaipur under annual

maintenance contract.The Maintenance services provided by Aforeserve.com

are found to be more than

satisfactory. Same day call response and closure support given by Aforeserve

Team is good. The Team always provides us with prompt and very good

support whenever required.

This is to certify that we are getting excellent support at Tirupati from M/S

Aforeserve.com Ltd. We appreciates the efforts & services provided by the Customer

Support Engineer Mr. C. Venkanna Babu, We wish him all the best.

We are getting excellent support at Vishakhapatnam from M/S Aforeserve.com Ltd, We

appreciate the efforts & services provided by your customer support Engineer Mr. T

Kanak Raju, We expect to continue similar support in future also, We wish him all the

best.

I am satisfied with your prompt services, regarding our PC TFT replacement.

we are very happy to work with Mr. Dharmendra and the service is very good.

This is to certify that Mr. Chandan Nath has provided satisfactory service and support till

date. Hope to get satisfactory support in future as well.

This is to certify that M/s Aforeserve.com Ltd is providing IT equipments & Infrastructure

AMC Support to Department of Post . The Services rendered by Aforeserve.com Ltd

have been prompt and satisfactory and in line with our expectations.

72


This is being stated that M/s Aforeserve.com Ltd have been providing AMC services

for IT, Computer and Hardware to Ansal Properties Infrastructure Ltd. Services provided

by Aforeserve .com Ltd are good, Prompt and Satisfactory.

This is to certify that we are rendering services from M/s Aforeserve.com Ltd. We

appreciate the prompt support, dedication and behavior of engineers. We also

appreciate knowledge and effort of Engineer Mr. Manesh Dubey to provide us services.

This is to certify that M/s Aforeserve.com Ltd is providing IT Equipment & Infrastructure

AMC support to RBI, Hyderabad, The Service rendered by Aforeserve .com Ltd have

been prompt , Satisfactory and as per our expectations.

This is being certified that M/s Aforeserve.com Ltd have been providing Annual

Maintenance Contract Services for Computer Hardware and Software of some regional

offices under Ahmadabad circle services Support provided by them are good, Prompt

and Satisfactory.

Sangeeta, Thank you for your good work in this account & I appreciate your high focus &

commitment. Pls continue your focus and maintain SLA performance.

I am writing this mail as a humble note of appreciation for the very good customer service

provided by your Engineer Mr. Neeraj. I was facing the problem from five days. He took

little time and resolved the same.

We are getting very quick response.

Great place to work

73Company

Aforeserve

Edge

Service

Coverage

Tools &


Great place

to workContact

International

Business

74

iMitra Intranet Portal – for all employees

CompanyAforeserve

Edge

Service

Coverage

Tools &


Great place

to workContact

International

Business

75

vLearn – an online learning platform for employees – soft skills as well technical skills

CompanyAforeserve

Edge

Service

Coverage

Tools &


Great place

to workContact

International

Business

76

Aforeserve Times – Company wide Employee communication

CompanyAforeserve

Edge

Service

Coverage

Tools &


Great place

to workContact

International

Business

Nov 2016

QUALITY SUPPORT. SERVICE EXCELLENCE.

For Internal Circulation Only

1

Release : 2016-17Vol.14

Issue Date : 01st Nov 2016

CEO’S MESSAGE

Dear AFS’ites

We are now at the peak of the festive season and I

am sure you must be enjoying the warmth and cheer

that permeates all around during such times, with

friends and family. Diwali is the festival of lights

Spreading joy, prosperity and cheer and I wish the

same for each of you and your families.

We completed the JAS’16 Qtr and as usual, we had

a long list of performers who won rewards for their

achievements during the Qtr. Great to see that. We

also conducted our MYR ( Mid-Year-Review ) with the

Management Team at Thailandduring October. Perfect

time for us to do that, given the growth that we have

seen during the first six months and the growth opportunities that we are envisaging in

the coming months – not only the H2 of 16-17 but the year ahead as well.

We had two significant events during the last two months – inauguration of our new

Repair Factory at Bangalore which was attended by many Key customers like Lenovo,

ACER, HP and others AND our second Annual Customer Meet at Delhi which was

attended by more than 100 customers.

It is now time to transform ourselves into the next level of Organizational maturity i.e.

AFS 2.0. This will be characterized by enhanced PQ at all levels, imbibing the crucial

elements like Responsiveness, Sensitivity, Keeping Commitment, Teamwork and OUC

into your Personality and thus achieving the desired Personal Quality. BELIEF , VISION ,

CLARITY and RIGOUR will lead to success.

AFS 2.0 will also be driven by enhanced Knowledge and Skills thru ELDP (Employee

Learning and Development Program). We will cover all employees in this initiative and

our Managers will go thru the Management Development Programs ( MDP ) at reputed

Management Institutes like IIMs and ISB. We have already embarked on a program to

prepare all our Managers and give them an opportunity to achieve the threshold required

to be able to go thru such high quality programs.

We are continuing with our quest for Knowledge and Excellence thru our ongoing

frameworks of vLearn and PRASHASTI and I can see some exciting times ahead as we

scale up our business and also add some new lines too.

Wishing each of you and your families a very Happy Diwali and a great time during the

rest of this Qtr and wish to see an even larger number of Winners and Achievers in Jan I

week when we welcome the new year.

Rajeev Asija

CEO

Jan 2017

QUALITY SUPPORT. SERVICE EXCELLENCE.

For Internal Circulation Only

1

Release : 2016-17Vol.15

Issue Date : 01st Jan 2017

CEO’S MESSAGE

Dear AFS’ites

As the year 2016 draws to a close, it is time to

reflect on the journey thru the year and look back

with pride about the achievements and milestones.

Apart from the biggest story of the Year 2016

i.e. Demonetization which impacted everyone in

the country, we have had significant gains for

Aforeserve thru the year in terms of new Logos,

and enhanced infrastructure, enhanced CSAT

and addition of management bandwidth across

businesses.

You would also be glad to know that our teams

participated in the calibration exercise of ATM machines across the country

and did almost 15% of the ATMs - working round the clock, thereby contributing

towards a national cause. Kudos to our teams !

Though the Business Environment is somewhat slow, IT services sector is

going steady and we can now look forward to the best time of the Financial year

as the business momentum is always at its highest during the JFM Qtr. All the

teams can reap the dividends of such momentum and go after their goals in

such a manner as to surpass them.

As we march forward and move towards Aforeserve 2.0, Personal Quality and

ELDP will be critical to scale up in terms of Knowledge and Skills and I would

urge all AFS’ites to strive and consciously gain Knowledge by leveraging on

our existing frameworks like vLearn and ELDP Programs. Also, believe and

imbibe the crucial elements of Personal Quality - Responsiveness, Sensitivity,

Keeping Commitment, Teamwork and OUC into your Personality and thus

achieving the desired Goals. BELIEF , VISION , CLARITY and RIGOUR will lead

to success.

Wish all of you and your families a very Happy New Year 2017 – a year full of

happiness and success in your endeavors.

Rajeev Asija

CEO

77

Employee Engagement – Aforeserve Day out

CompanyAforeserve

Edge

Service

Coverage

Tools &


Great place

to workContact

International

Business

7818

Dandiya: Navratri Festival

79

Rangoli Contest: Diwali Celebration

Rangoli by Team HR Rangoli by Team Admin & Accounts

Rangoli by Team D2C Resourcing Rangoli by Team Operations

Rangoli by Team D2C - CCC Rangoli by Team Mobility

1st Prize Winner Team HR

2nd Prize Winner Team D2C-CCC

3rd Prize Winner Team D2C - Resourcing

80

Cultural Program– Diwali Celebration

8118

Vishwakarma Pooja

82

AFS Customer Meet - Sep’16

83

AFS Customer Meet @ Bangalore- Aug’16

Mr. Tapesh Sinha (Chairman) Cutting

the CakeChairman Addressing Customers and AFS

Team

CEO Addressing Customers and

AFS Team

Customers and AFS Team enjoying the

SessionCustomers and AFS Team enjoying the

SessionAFS Management Team

Contact Us

84

Aforeserve.Com Ltd.

B-21, Sector - 8

Noida

Uttar Pradesh

201301

Website : www.aforeserve.co.in

Email : [email protected]

Toll Free : 1800-103-4423

Find Us On :

CompanyAforeserve

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to workContact

International

Business

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