At Indian Newslink Indian Business Awards 2013.

Customer Service has always been the true measure of success of an organisation, whether it operates as a monopoly or under fierce competition.

But such success is underpinned by yet another factor, Mercury Printz Director Ilango Krishnamoorthy said. “GST is very important to promote high level of customer service,” he said and before we could work out the puzzle, Mr Ilango continued, saying, “Greet, Smile and Thank people who accord opportunities to foster friendship, business relationship and social interaction.”

Award Category

As mentioned on the front page of this issue, we are happy that Mercury Printz is the Sponsor of the ‘Business Excellence in Customer Service’ category of the Indian Newslink Indian Business Awards (IBA) 2013.

“I am happy that Mercury Printz will honour a company chosen for excellence in ustomer service at the IBA ceremony this year because true success is not restricted to profit; it depends on the level of confidence and satisfaction that customers repose in an organisation,” Mr Ilango said.

It is rare that the destiny of an individual and that of an organisation is so inseparably linked that it is hard to mention either of them in isolation; that is how both have grown in the past 21 years- both have majored in an industry that is characteristic of fluctuating fortunes.

Mercury Printz, located at (42 Lambie Drive) in Manukau sports a culture that bespeaks quality service.

Mr Ilango attributed the impressive annual growth of 10% of his Company to people behind the press and customers in the front. This is perhaps the only company of its not to employ sales personnel.

He believes that the best means of advertising comes from every satisfied customer. “Their testimony, goodwill and referral have no equal,” he said.

Important attribute

Customer Service was in fact the most important attribute that he acquired from his days as Market Planning Executive at Ashok Leyland, the second largest commercial vehicle manufacturer in India. Migrating to New Zealand in 1992 with modest cash, he would walk from his home in Takanini, a faraway suburb in South Auckland to the commercial district and knock on every door for a job.

Odd jobs were all that he would get, despite his qualifications in Applied Sciences (BSc) and Automobile Engineering (BTech) and Business Administration (MBA), the last of which was from Waikato University. Pressing engagement Joining Mercury Printz, which was then three years old, he obtained qualifications in Printing Technology from AUT, which helped him in his new vocation.

It was a pressing engagement for a year but he learnt what a printing press does or should do, and more important, the nuances of the trade.

We had quoted Mr Ilango in our November 15, 2009 issue (under ‘People in Business’) as saying, “No job is too small or too big and the maximum turnaround time is three days. We are proud of the fact that the first customer who engaged us in 1988 when the company was established remains our valued client, while two of our staff members have been with us from the first day of operations,” he said.

Today, the printing press is a fully modernised plant, with state-of-the-art equipment, conforming to computer technology.

Other interests

As well as promoting Muthtamil Sangam in various capacities (he is a former President of the Organisation), Mr Ilango is actively involved with the New Zealand Hindu Temple Society as its Secretary. The religious body is on currently on a fundraising drive to meet the estimated cost of $1.1 million to construct a new Temple (‘Thiru Subhramaniar Aalayam’) in the South Auckland suburb of Mangere as the existing facility in Ellerslie is insufficient to meet the growing number of devotees.