ALL Launches Af­ter-sales Ser­vice Digital Plat­form

The Economic Times - - Companies: Pursuit Of Profit - Our Bureau


Mumbai: Ashok Ley­land in­tro­duced a digital plat­form to fa­cil­i­tate cus­tomers to stick with the com­pany for ser­vice and spare parts, as the coun­try’s sec­ond-largest truck maker tar­gets a larger share of the ₹ 60,000 crore af­ter-sales au­to­mo­tive mar­ket.

The seg­ment ac­counts for just 5%, or ₹ 1,000 crore, of the com­pany’s an­nual rev­enue of ₹ 20,000 crore. It is aim­ing to quadru­ple this to ₹ 4,000 crore in the next 3-5 years as it will also help off­set the im­pact of eco­nomic cy­cles on the trucks sec­tor. The digital plat­form alone, it ex­pects, will bring in an in­cre­men­tal ₹ 1,000 crore a year.

To keep the cus­tomers stay with the com­pany, Ashok Ley­land al­ready prom­ises to con­tact truck­ers within four hours of a break­down and an up time of 48 hours — it will ab­sorb the trucker’s losses be­yond that time­frame. The digital plat­form, the com­pany said, is yet an­other ini­tia­tive to en­sure that trucks are al­ways run­ning and de­liv­er­ing.

The com­pany in­tro­duced four so­lu­tions — iAlert, Ser­viceMandi, Edi­ag­nos­tics and Leykart. iAlert is a telem­at­ics tech­nol­ogy that will help the cus­tomer track the ve­hi­cle and get vi­tal in­for­ma­tion on the ve­hi­cles health in real time. If the ve­hi­cle needs at­ten­tion, iAlert sends the alerts di­rectly to the trucker’s mo­bile. Ser­viceMandi con­nects the cus­tomer with rated and trained me­chan­ics with pre-agreed rates. The com­pany al­ready has 3,000 me­chan­ics en­rolled un­der this. Edi­ag­nos­tics en­sures fast di­ag­nos­tics and visual in­struc­tion for re­pair and Leykart en­sures round the clock avail­abil­ity of gen­uine parts along with doorstep delivery.

Man­ag­ing di­rec­tor Vinod Dasari said a global player like PACCAR gen­er­ates al­most a third of its rev­enue and half the profit from the af­ter-sales busi­ness. For Ashok Ley­land, he said, there is a huge head­room to grow.

“We are ex­tend­ing the use of the digital medium to en­hance our cus­tomer ef­fi­ciency, per­for­mance and prof­itabil­ity through var­i­ous means of any­time and any­where sup­port for their ve­hi­cles,” added Dasari.

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