MAM
Fiat signs on NIS Sparta to spearhead service initiative
MUMBAI: Fiat India has recently tied up with NIS Sparta, to give an impetus to the company’s efforts in enhancing customer service levels.
NIS Sparta, a consulting and training organizations in the arena of customer relationship management (CRM) will be working closely with Fiat over the next six months (ending March 2004) to identify and implement measures that will improve Fiat’s service delivery processes. This move is in keeping with Fiat’s new service drive that was kicked off at the beginning of the year, during the launch of the Palio diesel.
Fiat has launched four major service initiatives this year. The first was the introduction of Free Service Camps for Fiat customers across India. The second was the installation of eSIRA, and online dealer communication system to improve availability of spare parts. The third was the reduction in prices of fast moving spare parts and the fourth was the introduction of a new service policy to coincide with the launch of the Palio NV. In this context, the tie-up with NIS Sparta is the fifth step forward for Fiat in its ongoing efforts to improve customer service.
The “L2P” (learning to practice) program will be rolled out in a phased manner starting with a validation study and profiling exercise to identify the need-gaps in the competency levels of various personnel. This will be followed by the development of a series of customized training and development modules that specifically fulfil the requirements of Fiat India vis-?-vis behavioral and process standards of all service personnel.
Brands
Pocket FM elevates Lalit Gangwar to COO to drive global growth
Founding member to lead operations, monetisation and expansion across markets
MUMBAI: Pocket FM has elevated Lalit Gangwar to chief operating officer, tasking the founding team member with leading global business operations as the company sharpens its international growth strategy.
In his new role, Gangwar will oversee end-to-end operations across markets, including growth, monetisation and execution for the company’s audio business. The appointment comes as Pocket FM looks to strengthen its operating foundation and build a more predictable, scalable global business.
Gangwar has been closely involved in shaping the company’s trajectory from its early days. He played a key role in building the growth and marketing playbook in India, helping the platform scale to over 150 million users within its first year and establish a strong foothold in the audio storytelling category.
He later led Pocket FM’s expansion into the United States, where he set up teams, defined market strategy and drove scale, contributing significantly to the company’s international ambitions.
Pocket FM co-founder and CEO Rohan Nayak said, “Lalit has been central to Pocket FM’s journey from the very beginning. He has built our growth engine and scaled our business across markets.” He added that the company’s focus on nurturing internal talent makes Gangwar a natural choice to lead the next phase.
Gangwar said, “Pocket FM has always been driven by a simple belief that powerful stories can travel across borders and create meaningful impact.” He noted that the company will continue to focus on scaling markets, investing in AI-led storytelling and strengthening monetisation.
As COO, Gangwar is expected to bring greater operating discipline while building systems, talent and processes to support long-term growth.
With leadership continuity and a clear global focus, Pocket FM appears to be turning the page to its next chapter, one that aims to take its storytelling playbook well beyond home turf.
