About Us | Smart Care

Smart Care Service and Solution Pvt. Ltd is a leading national company that specializes in repairing and maintaining various brands and products, including mobile devices, electronics, and home appliances. With years of experience, we have gained national recognition as experts in customer support services and repair and maintenance services.

At Smart Care, we are dedicated and trusted sales service partners of choice for leading companies in the home appliances, home entertainment, medical equipment, IT products, and mobile devices industries. Our commitment lies in continuously providing innovative solutions, high flexibility, and quality service to ensure that our customers have access to top-notch life cycle care for their products.

Established in February 2015, Smart Care started as a service support, repair, and maintenance company. Our solutions include customer relationship management (CRM), reverse logistics customer service, technical inspection, defective product filtering, break-fix repair, and intervention monitoring. We operate multiple fully equipped technical repair centers across Nepal.

Smart Care partners and clients are passionate about their end users, and we help them deliver an outstanding after-sales service experience throughout Nepal. With a team of more than 50 dedicated staff members, we understand the critical role we play in enhancing our customers' brands by ensuring their customers receive seamless after-sales services.

Our Motto

We understand what is important to you and believe in shaping the right solutions based on your needs. We always strive to deliver services in the right way, both for today and for building a better future. Our customers are at the heart of our business.

Our Ethical Approach

We are fully committed to protecting the integrity of our customers' brands by consistently meeting or exceeding their expectations of service, quality, and performance. Smart Care operates to the same high standard nationwide to safeguard our customers' brands and reputations.

Key Business Focus

Home Appliances

Home Entertainment

Small Home Appliances

Medical Equipment

IT Products

Mobile Devices

Service Products

At Smart Care, we offer a range of after-sales services, including customer care, reverse logistics, parts management, screening and testing, repair and refurbishment, resale and recycle, and call center management.

Who Loves to Work with Us?

We have partnered with reputable brands such as Whirlpool, Candy, Elba, Chigo, Toshiba, Lynex, Bravos TV, Skyworth, and Electrolux.

Values

Smart Care's success is attributed to our creativity, flexibility, and energy that we dedicate to all our business endeavors. These core elements support our company-wide values, including respect for our promises, our customers, and our commitments.

As a national force in the repairs and after-sales support sector, we understand the great responsibility we have. We are focused on maintaining the trust of our customers and partners by ensuring their business interests are always prioritized.

Smart Care takes pride in investing significantly to maintain our excellent level of services and continue our rapid growth in the mobile devices, consumer electronics, home appliances, small home appliances, and medical equipment industries. We believe that investing in our facilities and workforce helps us deliver high-quality results.

Mission

Our important mission at Smart Care is to deliver optimal services and solutions for repair and after-sales support. We achieve this through:

Operational excellence

Creation of innovative services and solutions

Transparency in management and processes

Providing growth and diversification of services and resources

Financial stability

We understand that providing after-sales support and repair solutions for third parties means reflecting the brand of our partners. We also acknowledge that the way end-users are treated influences the trust they place in companies. Our mission is to provide the best service possible to everyone we do business with, regardless of their position in the service chain. We continuously update our solutions based on customer feedback and self-monitoring to ensure we deliver the highest level of service in this technological era.

The Environment

At Smart Care, we recognize that our profession is at the heart of environmental concerns. As a leader in the treatment of defective products, we approach the recycling of faulty components with great consideration. Our focus is on repairing and revaluing products to give them a new life, contributing to sustainable development by maximizing the lifespan of consumer products. For products that cannot be repaired, we ensure they are processed and recycled responsibly.

Innovation of Our Services

Approach to Solutions

Our philosophy is simple: we create the most optimized solutions designed around our customers. Each solution design starts with comprehensive discussions to understand our customers' business drivers, strategies, and their experiences with after-sales services. Led by our team of solution architects, we select the right approach to gather the necessary insights that will help our customers. We understand that different customers have different needs, which is why no two solutions at Smart Care are exactly the same. After determining our customers' needs, we assemble a team of subject matter experts to brainstorm possible solution concepts. These concepts are reviewed, and the best option is selected and further developed. This approach, known as "Smart Care Made," ensures the continuous delivery of compelling value propositions.

Services

At Smart Care, we provide complete end-to-end after-sales service support or any part of the service you require. Our 15 core services fall within six areas of specialization:

Smart Care

Reverse Logistics

Parts Management

Testing and Screening

Repair and Refurbish

Resell and Recycle

Customer Care

We understand that the experience your end customers receive is a crucial part of your service offering. Smart Care helps you select the best after-sales solution to engage with your customers. Whether it's self-help options delivered online or through in-store kiosks, email, web chat, telephone, or face-to-face support, we provide essential returns avoidance strategies that help reduce costs and increase customer satisfaction levels.

Your customers are extremely important to us, and when it comes to customer care, Smart Care designs solutions that are right for you and your customers.

Reverse Logistics

Smart Care collaborates with selected "best-in-class" third-party logistics partners throughout Nepal to ensure seamless and optimized reverse logistics services as part of your after-sales solution package, regardless of your location. Whether you offer differentiated after-sales service levels or prefer standardized options, we design the best reverse logistics service to suit your needs and budget. Smart Care offers various models, including direct collection and drop-off at the customer's home or business, or collection and drop-off at third-party locations. We provide numerous choices and options to find the solution that best suits your needs.

Parts Management

Smart Care assists you with parts forecasting, planning, sourcing, and securing. Our international purchasing teams help source end-of-life or hard-to-find parts of the right quality, ensuring timely exchanges when parts are still within the OEMs' warranty period. Effective parts management involves balancing the availability of parts where and when they are needed with the financial risk associated with excess and absolute inventory. Smart Care collaborates with you to strike the right balance through parts planning, sourcing and procurement, and harvesting.

Innovation in Our Services

We believe in continuous innovation to improve our services. Our philosophy is to create the most optimized solutions tailored to our customers' needs. We engage in comprehensive discussions to understand your business drivers and previous experiences with after-sales services. Our solution architects specialize in selecting the right approach to gather insights that help shape the best solution. We recognize that every customer has unique needs, and we ensure that our solutions are tailored to meet those needs. We employ subject matter experts to brainstorm possible solution concepts, which are then reviewed and developed further. This approach, known as "Smart Care Made," consistently delivers compelling value propositions.