BLUE STAR GOLD STANDARD SERVICE FOR HVAC SYSTEMS

THE BLUE STAR ADVANTAGE

Environment Health & Safety:

Blue Star has the ISO 45001:2018 Occupational Health & Management System certification which showcases the Company’s commitment towards Occupational Health & Safety. While the technical teams are trained in EHS (Environment Health & Safety) measures in maintenance and operation activities with a special focus on LOTO (Lock Out Tag Out), gas cylinder safety management, and in the use of PPEs, the organisation strictly adheres to environmental protection measures including the recycling of e-waste that is generated from AMC and retrofit/revamp activities through SPCB/CPCB-approved recyclers.

Wide network:

Through its network of 32 offices, 1060 service providers and over 8000 technicians, Blue Star’s service network covers all Tier 1 to Tier 5 cities and towns with uniformly excellent service support. Besides, using its app and 24x7 call centre, even customers in remote locations can easily get in touch with the Company for service requirements.

Quick and easy access:

Blue Star’s Customer Service Group (CSG) leverages technology to make service processes easy, fast, efficient and accountable. Customers can raise complaints through dedicated apps in just three clicks, or call or email a 24x7 helpdesk. The complaints go straight to the device of the concerned service providers without any delay; Also, the systems allow for easy monitoring by our senior management, for quick closure and to the complete satisfaction of customers.

Vast experience:

Blue Star’s CSG manages over 2 lakh customers and over 25 lakh tons of air conditioning under various types of annual maintenance contracts across the country.

Trained personnel:

Blue Star’s engineers and technicians undergo intensive training at training centres set up at every major location, to handle expensive, sophisticated air conditioning and refrigeration equipment.

Priority service:

Customers signing up under any annual service contract receive priority service. Which means that your calls get attended to on an urgent basis, reducing turnaround time.

Preventive checks:

Under all service contracts, Blue Star offers preventive maintenance checks which help in identifying problems early, avoiding costly downtime.

Specialist team for complex tasks:

Blue Star maintains a special group, the Service Specialists Group (SSG), to handle complex technical problems in the field. The team is well equipped with various advanced measuring, data logging and diagnostic tools.

Service crew van:

Blue Star’s CSG maintains mobile service vans that deliver spares and bring a service crew right to your doorstep, in case of an emergency, thus speeding up service response and reducing turnaround time.

Genuine spares:

Blue Star always uses only genuine tried-and-tested spares for use during repairs and replacements. This ensures excellent service and assured performance after replacement of parts, besides offering parts guarantees.

Parts availability:

To ensure the availability of in-demand spares at all times, Blue Star has set up a hub-and-spoke model warehouse system whereby a National Parts Centre stocks all spares and feeds as many as 28 Regional Parts Centres across the country to ensure local availability of spare parts for faster reach to sites.

Process excellence:

Blue Star has ensured effective management of its entire service operation through a process approach: well-defined L1 to L4 level processes for service call management; improvement of Channel Partners’ service infrastructure; skill enhancement of the service workforce; service sales management; spares sales management; spares parts management; product field quality improvement; service workforce learning and development; customer engagement processes; safety management; and many more.

Best practices:

Blue Star benchmarks industry practices and implements best practices for a better customer experience at all levels.

Process automation:

A complete digital transformation has allowed CSG to manage ten lakh service tickets each year for preventive and breakdown services with real-time reports to customers, and handling support systems such as customer rating management, OTP and Google location verification, etc. Other key initiatives include the creation of a real-time customer registration process, maintenance of a dealer scorecard, etc. So much so, Blue Star’s CSG automation systems are CII-certified as a matured digital process for service.

Quality transformation:

Blue Star’s CSG has driven a quality transformation culture through a TQM approach in its service operations, with 500+ Kaizens, 20+ Six Sigma/QCC projects, and a dedicated Customer Service Quality Assurance team (CSQA) to drive quality programmes. Blue Star has been recognised by the CII for the best Kaizen in the industry.

Gold Standard Customer Service:

The quality transformation drive has brought about the desired results, with Blue Star achieving a Gold Standard in its customer service programme by expanding its service network, improving service providers’ service capabilities and workforce skills, offering “service on wheels” and “Hifi” tool kits, etc.

Quality assurance:

Blue Star’s service division has achieved the ISO 9001:2015 and ISO 45001:2018 certification with accreditation from TUV India for its service operations. More specifically, a Service Quality Assurance (SQA) group is in place for benchmarking the best practices in other service industries, and developing and implementing service delivery standards in conformity with the same.

Standards compliance:

Blue Star’s service operation has been IS09001-certified by TUV for its Quality Management System. Other major accreditations include NEBB certification, IAQA membership, and NADCA certification, besides maintaining teams of ISHRAE ICP AP, AEE-certified CMVP, WELL and AEE-certified Energy Auditors.