Can you elaborate on the survey commissioned on refilled cartridges?
We recently conducted a survey wherein we found that our original print cartridges produced over 2.4 times as many pages compared to other brands of refilled ink cartridges tested. We commissioned TV SD PSB to evaluate the page yield and reliability of HP branded inkjet cartridges versus fourteen brands of remanufactured or refilled cartridges from the Asia Pacific region.

What is the update on your supplies infrastructure in terms of reach?
We try to reach out through our 45 offices and 850 registered supplies resellers. We have 7,000 channel partners who are HPs face. We also have more than 1,000 HP original cartridges stores across the country and have enhanced availability infrastructure for our people sitting in the office or home. Dial-a-Cartridges services guarantee deliveries in four hours across seventy-six cities. The drivers for our printers are coming from two thingsinstalled base and selling supplies for these products or connect cartridges into these.

Puneet Chadha, director, Supplies and Graphics Imaging Business, IPG, HP India

What initiatives has HP taken for customers, especially enterprises and SMBs?
We have a customer program for the enterprise and government segments. We also have a focused approach toward SMB customers, who have different requirements. We have started a new initiative called Supplies Gold Program where we reward our customers who buy originals. HP is committed to educating Indian consumers on the benefits of originals.

We have also scaled up our original cartridge stores. Earlier, we had Dial-a-Cartridge, now we have Click-a-Cartridge. Our strategy is to have a very high level of touch with our channel partners and customers and a very high level of information flow so that we are able to communicate information about researches to increase customer satisfaction. Some new initiatives include scaling up new cartridge stores.

How has been the response to Click-a-Cartridge service?
We have got very good response on this. We have a close loop mechanism with customers and local representatives to ensure that customers gets cartridges in a certain time period. Our relationship with customers does not end with the delivery of cartridge, but the long-term relationship starts from there.

Sudesh Prasad
sudeshp@cybermedia.co.in

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