Boult, a home-grown brand at the forefront of innovation in consumer electronics, is gearing up to expand its network of service centers to 250 by the end of 2023. Currently operating 183 service centers across 28 states, encompassing 146 cities and a staggering 7400 pin codes, Boult has established itself as a leading provider of cutting-edge audio technology in India. In 2022, it achieved the remarkable feat of becoming India's second-largest audio brand by selling a TWS (True Wireless Stereo) device every 5 seconds across all marketplaces. Boult's physical service centers offer customers unparalleled convenience and flexibility.
Driven by a strong commitment to achieve a gross revenue of 1000 crore and localize 70 percent of raw materials under the Make in India initiative by the end of the fiscal year, Boult is actively working towards increasing its customer touchpoints by building a robust network of service centers. Currently, Boult's service centers cover a quarter of the country's total pin codes, and the brand aims to expand this coverage by 37 percent. This expansion will enable Boult to reach deeper into the country, including tier ll and tier lll cities. Despite its massive online presence, Boult recognizes the importance of offline presence and intends to leverage its online presence to establish a strong offline presence in the future.
“In order to accomplish our set goals and continue the stride of 100 percent year-on-year growth, we require more service centres where consumers can avail direct benefits from our end-to-end services. This expansion plan will work impeccably in the direction of the aforementioned future growth trajectory. Our approach to placing these service centres is unique as we follow a proper mathematically calculated strategy when we finalize the locations of these service centres. It enables the brand to carefully map areas of high demand for its products and services and then identify key locations where maximum penetration can be achieved while considering an area that serves to maximum pin codes around. Having this strategy will ensure increased reachability with more customers developing interest towards innovative and exceptionally stylish Boult products,” said Varun Gupta, Co-Founder, and CEO, Boult.
In addition, Boult’s customer support is phenomenal in addressing customers’ grievances. The products come with a one-year warranty and special services such as home delivery of replaced or fixed defective products absolutely free of charge and sometimes a pick-up facility as well. Boult Audio's interactive voice response (IVR) lines and chatbot technology ensure that customers receive prompt and effective assistance when they need it most. This robust customer support infrastructure has purveyed the brand to win the trust of millions of Indian consumers, with roughly 2 million verified customer evaluations across major e-commerce platforms like Amazon and Flipkart.
As the front line of customer service, the customer service centres aid expert technical support, timely repairs and efficient resolution of customer complaints. They are equipped with state-of-the-art technology and trained staff to figure out technical glitches and provide solutions to a wide array of problems. Furthermore, service centres act as the bridge between the customer and the company, offering invaluable feedback and insights that help companies improve their products and services.