Customer-First Approach: DWP Transforms Service Landscape
Lahore, DWP, a leading name in the consumer electronics and technology solutions sector, is redefining customer support standards through a comprehensive transformation of its consumer service network. Staying true to its customer service department’s tagline, “Your Comfort, Our Care,” the company has unveiled a series of groundbreaking initiatives designed to enhance convenience and satisfaction at every touchpoint.
At the Annual Managers Conference 2025, DWP presented an ambitious strategy focused on expanding service reach, improving response times, and elevating the after-sales experience across its brand portfolio, including Gree and Ecostar. These measures mark a bold step toward a customer-first approach, setting new benchmarks in service excellence.
Revolutionizing Customer Support: “Change Beyond Excellence”
The company’s bold vision is encapsulated in the theme “Change Beyond Excellence,” emphasizing its commitment to transforming customer service paradigms. This initiative extends beyond traditional improvements, aiming to create an entirely new standard for customer interactions in the digital age.
Muhammad Farooq Naseem, CEO and Chairman of DWP, shared his thoughts on this transformation:
“Our mission extends beyond traditional service improvements; we are establishing a new paradigm that will transform how industries approach customer experience. This strategic evolution represents not just an enhancement of our capabilities but a fundamental reimagining of the relationship between brands and consumers.”
The company is putting this philosophy into action by opening new service centers in Quetta and Islamabad and enhancing after-sales support in Karachi and Lahore. These efforts have resulted in a twofold increase in DWP’s Consumer Service workforce, ensuring quicker response times and more personalized customer care.
Expanding Reach: New Service Centers and Workforce Growth
To bring high-quality customer support closer to consumers, DWP has expanded its footprint with:
- Newly established service centers in Quetta and Islamabad to cater to a broader customer base.
- Enhanced support infrastructure in Karachi and Lahore to meet growing consumer demand.
- A twofold growth in the Consumer Service workforce, increasing availability and efficiency of services.
This expansion is more than just about numbers; it is about enhancing accessibility, efficiency, and service quality. With these new centers, customers across Pakistan will benefit from quicker response times and expert assistance.
Training & Technology: Setting New Industry Standards
A key component of DWP’s service expansion is its investment in technician training and digital transformation. The company has introduced:
- A comprehensive technician training program, ensuring that every service team member is equipped with the latest skills and knowledge.
- An automated consumer feedback system, allowing customers to share insights and enabling DWP to make data-driven service improvements.
- A modernized service fleet, designed to provide swift, seamless, and efficient customer support.
By integrating advanced AI-powered analytics and real-time tracking, DWP can ensure that every customer request is handled promptly and effectively.
Commitment to Excellence: A Vision for the Future
“Our goal is to create an unprecedented customer support experience that sets the foundation for the next decade of consumer service excellence,” Naseem emphasized. “We are strategically investing in technology, training, and infrastructure to ensure that every interaction with DWP sets a new industry benchmark.”
DWP’s unparalleled after-sales service for Gree and Ecostar now stands as an industry benchmark, with each newly recruited team member carefully selected and trained to deliver exceptional customer support.
The company’s efforts align with its 25-year legacy of innovation, addressing every touchpoint in the customer experience journey and creating a holistic service model that other organizations will aspire to emulate. This initiative not only strengthens DWP’s standing as a visionary leader in the consumer electronics industry but also underscores its role as a pioneer in service excellence.
Conclusion: Raising the Bar for Customer Experience
With its expansion in service reach, investment in training, and integration of advanced technology, DWP is setting a new standard in customer support. By prioritizing customer convenience, faster response times, and high-quality service, the company is solidifying its reputation as a trusted industry leader.
As consumer expectations evolve, DWP’s forward-thinking approach ensures that it remains at the forefront of customer service excellence, reinforcing its mission: “Your Comfort, Our Care.”
