Customer First: How Star Tech Ltd became Bangladesh's consumer tech retail leader

Star Tech Ltd, a prominent name in Bangladesh's consumer tech retail sector, has come a long way since its beginnings in a cramped 100-square-foot shop in 2007. The company, built on the vision of four passionate individuals, has become a major player, ensuring the accessibility and reliability of tech solutions across the country.

Md Rashed Ali Bhuyian, Mazharul Alam, Mahabub Alam Rakib and Mohammad Jahed Ali Bhuyian founded Star Tech with a clear goal: “To empower Bangladeshis by providing them with access to high-quality tech products and exceptional customer service.”

Unlike the existing market, they envisioned a future where trust and reliability were paramount. “Our vision and principles revolve around providing quality products and top-notch customer service, catering to consumers from all walks of life,” states Md. Rashed Ali Bhuiyan.

Star Tech faced challenges early on, operating from a small shop amidst frequent power cuts. However, their unwavering focus on customer needs – offering top-tier products, after-sales service, and addressing concerns with a zero-tolerance policy on complaints – laid the foundation for their success. This customer-centric approach resonated particularly within the gaming community, where Star Tech provided custom-built PCs and components. Positive word-of-mouth propelled Star Tech's growth. They expanded their product range to include renowned international brands and catered to a wider audience. With 20+ branches across major cities, Star Tech ensured easy access to tech products nationwide.

Recognising the shift towards online retail, Star Tech embraced e-commerce early on. Their user-friendly website and mobile app, attracting over 100,000 daily visitors, revolutionised online tech purchases in Bangladesh. They efficiently process over 1,000 online orders daily, delivering products nationwide. This robust online infrastructure proved crucial during the COVID-19 pandemic. “Online sales saw a gradual increase amid COVID-19, showcasing the importance of preparedness and accessibility in providing products and services to consumers at their convenience,” remarks Md Rashed Ali Bhuiyan.

Online sales spiked by a staggering 180%, allowing Star Tech to seamlessly transition operations and support customers during lockdowns.

Though Star Tech sells all sorts of tech products, with their latest addition being smartphones, TVs and ACs, and such products available only on their online marketplace, this diversification reflects their commitment to staying ahead of market trends and meeting evolving consumer needs.

Corporate Wing and National Projects

While dominating consumer tech retail, Star Tech didn't ignore the corporate segment. Their "Star Tech & Engineering Ltd" corporate wing has participated in major national projects. The wing provided Metrorail's Automatic Fare Collection (AFC) system with server and hardware support, assisted in the implementation of the Bangabandhu Sheikh Mujib Medical University Automation Project and supported the Bangladesh Armed Forces and educational institutions.

With an elite vendor status, ISO certification, and trusted brands like Lenovo, HP, and Dell in their line-up, Star Tech became a preferred B2B partner for organizations across Bangladesh. “Empowering Bangladesh with technology is crucial for its growth and development, and strategic planning is key to making tech products and services accessible to all,” notes Md Rashed Ali Bhuiyan.

In 2023, Star Tech further solidified its dominance by launching a “Distribution Hub.” This controls the distribution of over 500 product categories from more than 30 global tech brands. With over 500 retail partners receiving stock through this hub, Star Tech has become a central figure in Bangladesh's tech product distribution network. Star Tech's unwavering commitment to exceptional service remains a key differentiator. Their dedicated RMA centre efficiently handles product returns and complaints, while their ISO 9001:2015 certification signifies their dedication to quality management. Additionally, their zero-tolerance policy on complaints underscores their customer-centric approach.

Star Tech's 17-year journey has significantly impacted Bangladesh's tech landscape. Their extensive network, robust e-commerce platform, dominant distribution network, and corporate wing executing national tech projects have transformed the accessibility and reliability of tech solutions. Their commitment to exceptional service has built customer trust, making Star Tech a household name. “Technology is booming, and our focus should be on enabling consumers to seamlessly integrate digital services into their daily lives, fostering a technologically advanced society for a smarter Bangladesh,” says Md Rashed Ali Bhuiyan.

Star Tech’s vision for the future is ambitious. They plan to expand their retail presence nationwide and introduce a “Home Tech Service,” which offers professional tech support directly at customers’ doorsteps. This new service aims to enhance convenience by providing in-home installation, troubleshooting, and maintenance for various tech products. By bringing expert assistance to their client’s homes, Star Tech seeks to elevate the customer experience, ensuring that technology becomes an integral and smoothly functioning part of daily life for all Bangladeshis, empowering everyone to embrace the potential of technology. Star Tech's story serves as an inspiration for aspiring entrepreneurs. From a small shop to a tech leader, their journey is a testament to the power of perseverance and a customer-centric approach.