Customer-First Approach: DWP Transforms Service Landscape
DWP 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.” This initiative demonstrates an unparalleled commitment to a customer-first approach aimed at enhancing convenience and satisfaction at every touchpoint.
At its Annual Managers Conference 2025, the company unveiled an ambitious strategy that prioritizes consumer needs by expanding service reach, dramatically improving response times, and enhancing the overall after-sales experience across its brand portfolio, including Gree and Ecostar.
The company’s bold vision is encapsulated in the theme “Change Beyond Excellence,” a tangible commitment to revolutionizing customer support. “Our mission extends beyond traditional service improvements; we are establishing a new paradigm that will transform how industries approach customer experience in the digital age,” said Muhammad Farooq Naseem, CEO and Chairman of DWP.
“This strategic evolution represents not just an enhancement of our capabilities, but a fundamental reimagining of the relationship between brands and consumers.” This forward-thinking philosophy drives the company’s strategic moves, including new service centers in Quetta and Islamabad, and enhanced after-sales support in Karachi and Lahore, leading to a twofold growth in their Consumer Service workforce.
DWP’s approach to setting new industry standards is multifaceted and data-driven. The company has introduced a comprehensive technician training program that elevates the skill level of its support team, ensuring that customers receive expert assistance every time. An automated consumer feedback system represents another leap forward, providing a direct channel for customer insights and enabling rapid, meaningful improvements to service delivery.
The expansion is not just about numbers, but about quality and accessibility. By increasing its service centers and workforce, DWP is bringing high-quality support closer to customers. The company has also modernized its entire service fleet, demonstrating an unwavering commitment to providing seamless, efficient customer support that anticipates and exceeds customer expectations.
“Our goal is to create an unprecedented customer support experience that becomes the foundation for the next decade of consumer service excellence,” Naseem emphasized. “We are strategically investing in technology, advanced training, and infrastructure to ensure that every interaction with DWP, sets a new standard.” The company’s unparalleled after-sales service for Gree and Ecostar now stands as a benchmark in the industry, with each of the new team members carefully selected and trained to deliver exceptional support
This transformation builds upon DWP’s 25-year legacy of innovation. The company’s holistic approach addresses every touchpoint of the customer experience journey, creating a comprehensive service model that other organizations will aspire to emulate and cementing DWP’s reputation as a visionary leader that consistently pioneers advancements in the consumer electronics landscape.
