The strategies in which we use technologies are altering each at residence and at operate. Mobile phones, tablets, laptops, air conditioners, refrigerators, microwaves, et al —the require and wish of individuals to choose up new devices and appliances for their properties and offices are at an all-time higher. But as with all complicated solutions, breakdowns come about and with that come into play just after-sales solutions which, regrettably, is not up to the mark usually.
“The after-sales service industry is still quite fragmented and under-penetrated,” says Kunal Mahipal, CEO, Onsitego. Although the firm began off in 2010 as a choose-and-drop service for mobile phones and laptops repairs, it has now transformed into a complete-scale consumer service firm for electronic devices and residence appliances. This Mumbai-primarily based firm has more than 6 million consumers and claims to be adding more than 2.5 lakh new consumers each month.
Recently, Onsitego received Series-B funding of $30 million from Zodius Growth Fund and IFC. Bolstered by this new funding, it plans to expand its attain to far more consumers and consolidate its position in the just after-sales service market.
Onsitego gives solutions for more than 30 electronic categories and 300 brands of customer appliances and devices. It has protection plans like extended warranty, AMC (Annual Maintenance Contract) plans, and on-demand doorstep repairs for numerous forms of devices.
“We have partnered with various individual stores, retail chains, and large-format retailers to sell our plans. Apart from partnerships with retailers such as Croma and Vijay Sales, we also have an online presence through Amazon India, and our own website,” says Mahipal. “We work with a curated network of service centres where the work is done. Over the years, we have developed our own expertise to identify high-quality service centres through internal metrics and customer feedback. This helps us in offering our customers the best service speed, quality and transparency. We are expecting a revenue of over Rs 250 crore this financial year and intend to grow it to Rs 2,500 crore in the next five years.”
Onsitego’s biggest share of income comes from device protection solutions, followed by AMC and doorstep repairs that it has launched in the marketplace.
“We developed a special service called Remote Troubleshooting during the lockdown period through which our qualified engineers helped customers solve their device related issues through voice and video calls. We have also started doorstep repair services, reaching out directly to consumers with our on-ground sales teams.”
Mahipal says, “Most of our volume comes from metros and Tier I cities, but we have seen a lot of traction from Tier II and Tier III cities in Madhya Pradesh, Rajasthan, and Tamil Nadu. With higher spending power and consumers evolving with time, we can see further addition of customers from Tier II and Tier III cities across India.”
It now plans to expand its consumer base even additional by providing far more solutions and strengthening its current solutions.