We Are Working On Eliminating Pain Points From The Entire Vehicle Ownership Process
Let’s Service Automotive Technologies, started in October 2015 has scaled rapidly over the past 3 years and has made a significant impact on vehicle owners by saving more than 4 Lakh hours in time which they would have otherwise spent in visiting service centers on their own for periodic maintenance.
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Let’s Service is on a journey to simplify Two Wheeler Ownership Experience in India by bridging the technology or connectivity divide between the vehicle owners and the after-market touch points. While on one side Let’s Service is building a one stop shop vehicle ownership experience for vehicle owners, on the other side, Let’s Service is also digitising all the players in the auto after market by deploying custom made suite of technology products that optimise the efficiency of all the ecosystem players as well link them with the vehicle owners for a seamless experience.
Let’s Service Automotive Technologies, started in October 2015 has scaled rapidly over the past 3 years and has made significant impact on vehicle owners by saving more than 4 Lakh hours in time which they would have otherwise spent in visiting service centers on their own for periodic maintenance. Let’s Service has also deployed its suite of software products across 1400+ after market outlets across 120 cities and towns in India. Siddharth from BW Businessworld talks to Sachin Shenoy, Co-founder and CEO of Let’s Service about the Impact they are having on the Vehicle Ownership Process.
According to you, What are the pain points in the Current Vehicle Servicing System
As Let’s Service Automotive, we are working on eliminating pain points from the entire vehicle ownership process than just vehicle servicing. However, servicing forms a large part of the ownership experience. If you look at two wheeler ownership experience in particular today, buying a two wheeler is just the beginning of a string of hassles a two wheeler owner has to face. Right from visiting authorised service centres for periodic maintenance (this involves spending 3-4 hours every 3-4 months plus INR 250-300 each time for the first 2 years of ownership), Getting accurate and fast support in terms of breakdown (most current Roadside Assistance processes are voice based and the user ends up wasting far too much time in coordination with multiple parties), Renewing your insurance effortlessly and in time, selling your used bike (two wheeler owner ends up spending far too much time negotiating with multiple buyers across multiple platforms to sell the two wheeler at the right price), finding the best offer to purchase your next vehicle (different dealerships run different offers and there is no one stop shop to evaluate offers at multiple dealerships today unless you visit them personally). In the age of mobile and technologies like AI, ML and IoT, there has to be a better experience.
How does “Lets Service” plan to erase these pain points ?
Let’s Service is building a full stack play where on one side, we are digitising the auto after-market by implementing technology at all aftermarket touchpoints and connecting the vehicle owner with these aftermarket touchpoints digitally and seamlessly. Once you buy a two wheeler, all you have to do is enrol for the Let’s Assist Membership and then sit back and enjoy your new ride, while we and our technology works in the background to give you a seamless and effortless ownership experience. With Let’s Assist, you can get your two wheeler serviced sitting at home with our doorstep pickup and drop facility, Pay your service bills online and also rate your experience, you can get accurate and on-time help in times of a breakdown with our Location services enabled roadside assistance, you can sell your used bike in a click of a button through our used vehicles sale platform (think of Cars24 for two wheelers), get best insurance offers right into your app for renewals, AI and ML based next vehicle suggestion based on your usage along with the best offer at the nearby dealership and much more.
How does a OEM benefit from using “lets service” ?
The Two wheeler OEMs are extending technology enabled services to their customers which results in increased customer satisfaction, Increased Customer Retention, increased referral sales, more traffic to their authorised service centres and a community of brand advocates.
How does a customer benefit from using “lets service”?
Customer benefits with increased convenience and effortless ownership of their two wheeler with significant savings in time and money. The customer gets a premium experience which they have never seen before which draws a great contrast to how vehicle ownership experience was before and how superlative it is now.
What about After Market Service stations ?
Lets call them After-market touchpoints which include authorised service centres. Let’s Service has developed a suite of technology products which we collectively call as “Dealership Operating System or DoS in short” which becomes the backbone for all customer facing activities within a dealership. The products within the “DoS” are Let’s Connect - Service CRM, Let’s Lead - Sales CRM, Let’s EasyQ - Service Centre Queue Management System. In similar ways, Let’s Service is extending its technology across all after-market ecosystem touchpoints which become critical in delivering a seamless and effortless ownership experience to the two wheeler owner.
Is there a ranking system for Quality of Service provided?
We receive feedback from all customers we serve about their service experience and we share it with the dealerships for corrective actions and follow through. We however do not make them public as our operating model does not require us to do so. We work with the aftermarket touchpoint to ensure their service delivery is improving everyday and meets the customer expectations consistently. The OEMs too can draw inferences from our data and insights which can help them device match winning strategies on ground.
How has the response been till now?
Let’s Service over the past 3 years has served more than 1.5 Lakh two wheeler owners and we have our software solutions deployed across 1400 aftermarket touch-points in 120+ cities and towns in India. As a company in the last year alone, we have contributed upwards of INR 90 Cr in revenue to our partner dealerships across all our product and service offerings. To add to this, we have also been successful in signing reputed two wheeler OEMs as strategic partners who are today helping us replicate our success in 25+ cities in India.
What are future plans for “Lets service”?
Let’s Service has always been working on innovating to deliver superlative customer experience to both vehicle owners and aftermarket touchpoint businesses. Continuing on our mission to simplify two wheeler ownership experience in India, we have been successful in building a first of a kind experience which we are calling “Connecting the unconnected”. Which means any motorbike in India could become a SMART Motorbike. Which means, bringing the technology and features of the futuristic connected vehicles to two wheelers in India, today and now. There are 124 Million two wheelers on road in India today which ideally have the potential to become a SMART motorbike. We are scheduled to launch the initiative in Q2 of 2019.
Where does “Lets service” stand with Connected vehicle technology trend?
When connected vehicles start rolling out in India, we will help the OEMs to leverage our technology and ecosystem to continue delivering the superlative experience they envision to deliver to them.
With Electric Vehicles coming in would “Lets service” platform support EVs in Future?
We as a company have figured out business models to support EVs in the future and help them leverage our reach and touch-points and the technology across the ecosystem.