ABANS GROUP

Q: How is the need for sustainability and ethical conduct shaping customer excellence today?

A: We believe sustainability and ethical practices today are non-negotiable commitments to achieving excellence – especially for a brand such as Abans, which has been around for almost 60 years and is synonymous with trust.

Today’s customers are more informed than ever; seeking transparency on product origins, manufacturing processes, and environmental and social impacts. By collaborating closely with top international brands, Abans delivers innovative products that feature sustainable materials, reduce energy consumption and are safer for the environment. 

We are also actively reducing our environmental footprint by integrating circular processes including electronic waste collection, water recycling and plastic recycling into our operations.

Employing over 10,000 Sri Lankans, the Abans Group prides itself on being a people centric brand and are deeply conscious of the social impact we have on our communities. Achieving workplace excellence through a diverse and inclusive working environment is important to us, as is promoting self-dependent and sustainable communities through our entrepreneurship programmes.

These sustainable and ethical practices remain thoroughly intertwined with our daily processes and are now directly reflected in the quality, integrity, and social value embedded in the products and services we offer our clients, thereby defining and delivering true customer excellence.

Q: Are Gen Z consumers different from their predecessors – and if so, in what ways?

A: Say what you will about Gen Z, they’ve changed the rules of engagement. They are informed and impatient, yet purposeful. They expect speed, authenticity and meaning from every brand experience.

At Abans, we engage this new generation through an ecosystem that blends digital convenience with genuine emotional connection. Whether they browse abans.com or visit an Abans Elite showroom, Gen Z expects immediacy, consistency and transparency – and we recognise that these expectations demand continuous evolution. That is why we continually raise the bar to make our retail experiences more immersive and intuitive. 

We have already made considerable strides across several verticals – from the modern and immersive experiences at Sri Lanka’s first international standard mall: Colombo City Centre to the elevated lifestyle experiences introduced through Abans Lifestyle, which pioneered the launch of Hugo Boss, Sri Lanka’s first luxury fashion boutique. 

These touchpoints reflect our commitment to crafting retail experiences that resonate with how the new generation shops, feels and connects with brands today.

This generation doesn’t merely buy – they believe. They want brands and experiences that reflect their ideals. Their expectations keep us evolving and remind us that innovation without integrity no longer counts as progress.

Q: Abans has long been known for electronics. How are you evolving into a one stop lifestyle solutions provider?

A: We have evolved far beyond our origins in consumer electronics to become a diversified lifestyle conglomerate. Today, our seven verticals – spanning retail, finance, real estate, vehicles, logistics, manufacturing and hospitality – collectively serve over three million customers through a wide and deeply embedded national presence.

Within retail, we manage a comprehensive portfolio of globally respected brands across categories such as consumer electronics, home appliances, information technology, fashion and lifestyle, mobility solutions and personal care. 

We are not merely engaged in selling products but in enabling the ways people live, aspire and progress

This breadth allows us to offer customers integrated, end-to-end solutions backed by international benchmarks of quality and reliability. Our automotive sector is shaping mobility; our financial services division is expanding access and affordability; and our manufacturing and engineering operations continue to strengthen Sri Lanka’s industrial capability.

Our flagship development, Colombo City Centre – which includes the Courtyard by Marriott Colombo and The Residences at Colombo City Centre – has introduced a new standard of mixed use urban living; combining luxury residences, premium retail, hospitality and leisure within a single internationally aligned environment.

This strategic diversification positions Abans as a holistic lifestyle solutions provider. We are not merely engaged in selling products but in enabling the ways people live, aspire and progress – with consistency, credibility and a commitment to continuous excellence.

Q: Transparency is crucial in customer service. How does Abans address areas that need improvement, such as repairs or after sales services?

A: Customer excellence begins with honesty. We recognise that after sales service is often where customer trust is most profoundly tested; and while we have taken decisive steps to strengthen this area, we also remain committed to continually raising the bar. 

As we assess our systems and customer touchpoints, we recognise that there is always room to refine, enhance and elevate the experience – and this mindset drives our ongoing improvement agenda.

Our customer care hotline has been enhanced with intelligent ticketing and faster escalation protocols to ensure timely responses across the board. 

At the same time, our digital learning platform provides continuous training in empathy, communication and service recovery for technicians and front line teams, reinforcing the service culture we stand for.

We view feedback as valuable insight rather than criticism. Every concern raised is an opportunity to strengthen our systems and reaffirm why Abans remains one of Sri Lanka’s most trusted brand names. Transparency builds trust – and for us, trust is the ultimate measure of excellence.

• Telephone: 2275000
• Email: info@abansgroup.com
• Website: www.abansgroup.com