After the introduction of the new department of Customer Success Management, Bonphul has appointed its very first Customer Success Manager. The position has been filled by Dibyoshnata Talukdar, who was formerly in charge of the content marketing, at Bonphul.

This appointment has been considered an interesting development by Bonphul CEO, Mr Prodyut Bora. “It is very less often that women are seen in roles of Customer Success Manager in the HVAC and IAQ industry, which is still a highly male-dominated area, even today. Bonphul would be amongst a very few companies who would be having a woman manager taking charge of supervising installations of IAQ products on site and also taking the challenge to solve the grievances of the customers, if any, and ensure their satisfaction by the end of the day”, comments Mr Bora.

Taking over the new role, Dibyoshnata Talukdar shared her view, “It will be indeed interesting but also challenging a role to play, as Customer Success Management in the IAQ industry means on-field activity. One must be thoroughly trained and equipped at a similar level to a service engineer. And again, this is more about dealing with human emotions then ticking off checklists, as we have to ensure that our services help in retaining our customer for a lifetime.”