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Ola Electric Partners with EY India to Tackle After-Sales Challenges Amid Customer Complaints!

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Ola Electric has teamed up with EY India for a “service transformation” project aimed at improving after-sales services and addressing rising customer complaints. This initiative seeks to enhance spare parts management, improve customer support, and strengthen service operations in underserved regions.

Service Challenges and EY’s Role in the Transformation

Approximately 12 EY executives are working closely with Ola Electric on this three-month project, which could be extended based on its success. The focus is on resolving supply chain issues, ensuring spare parts availability, and optimizing business processes.

An insider shared insights, stating:

“EY is aiding Ola in refining business processes, ensuring spare parts availability, and expanding services in underserved regions.”

One of the major issues highlighted is a shortage of spare parts and trained personnel in Ola’s service centers. CEO Bhavish Aggarwal is personally overseeing the initiative as the company faces growing pressure from rising customer grievances and deteriorating service quality.

Customer Complaints and Regulatory Scrutiny

Customer complaints have reached alarming levels, with 80,000 complaints per month being reported. Additionally, several images have surfaced online showing piles of scooters accumulating at service centers, further damaging Ola Electric’s reputation.

In response to unresolved complaints, the Central Consumer Protection Authority (CCPA) issued a show-cause notice to Ola Electric, citing alleged consumer rights violations. Reports indicate that over 10,000 complaints remain pending, adding to the company’s operational challenges.

Service Delays and Customer Frustration

Customers have expressed significant dissatisfaction with service delays. Many report waiting 30 to 45 days for repairs, even after subscribing to Ola Care Plus, a paid service that offers home pick-up and drop-off. Complaints range from minor issues like sensor failures to major problems affecting battery performance.

Akhilesh Dabharde from Nagpur shared his experience:

“For two to three months, my scooter was lying at the service center. I sent them countless emails, calls, and messages.”

The situation has escalated to the point where some frustrated customers have resorted to extreme measures, including setting fire to an Ola Electric showroom due to dissatisfaction with service quality.

Expansion Plans Amidst Challenges

To address these concerns, Ola Electric plans to expand its service network from 400 to 1,000 centers by the end of the year. However, industry experts warn that merely increasing the number of service centers may not resolve the underlying issues. They suggest that Ola should focus on improving the quality and efficiency of its existing service network to restore customer trust.

GST Invoicing Feature for Business Customers

In addition to tackling after-sales challenges, Ola Electric has introduced a GST invoicing feature targeted at businesses making high-value purchases. This update allows companies to add their GSTIN (Goods and Services Tax Identification Number) during checkout and claim input credits of up to 28% on eligible products such as electronics.

How the GST Invoicing Feature Works:

  1. Add GSTIN: During checkout, customers can select the “Add GSTIN” option within the Ola Electric app.
  2. Generate Invoice: Once the GSTIN is added, a GST-compliant invoice is automatically generated.
  3. Claim Input Credit: Businesses can use the invoice to claim input credits of up to 28%, depending on the product category.

Dhindsa emphasized the importance of this feature for businesses, especially those making bulk or high-value purchases, by helping them reduce costs through tax credits.

Ola Responds to Drop in Share Value and Discount Controversy

Amid these challenges, Ola Electric Mobility Limited also addressed concerns over a 3% drop in share value, which was reportedly caused by confusion around discounts on the Ola S1 X 2KWh electric scooter. The company clarified that no official price change has been implemented but that a festive promotional campaign is offering temporary discounts.

Clarification on Festive Discounts:

  • A ₹5,000 general discount is available to all customers purchasing the Ola S1 X 2KWh scooter.
  • An additional ₹25,000 discount is being offered to a select group of customers but applies only to limited inventory.

The confusion intensified when the Automotive Research Association of India (ARAI) raised questions about the scooter’s selling price, following reports that it was being offered for ₹49,999. Ola Electric responded to ARAI on October 8, 2024, confirming that the official price remains unchanged.

Conclusion

With mounting customer dissatisfaction and regulatory scrutiny, Ola Electric’s collaboration with EY India is seen as a critical step toward improving after-sales operations. As the company works diligently to rebuild its reputation while balancing festive promotions designed to attract new buyers, its ability to address these challenges efficiently will be crucial for sustaining growth and maintaining customer loyalty in the competitive electric mobility market.

 

As Ola Electric navigates these operational hurdles and expands its services while enhancing customer satisfaction initiatives, it remains poised for potential recovery and growth in an increasingly competitive landscape.

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Mahanagar Gas Partners with Nawgati to Boost CNG Adoption!

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Nawgati

Mahanagar Gas Limited (MGL) has joined forces with Nawgati, a fuel aggregator startup, to implement a fleet program aimed at accelerating the adoption of CNG (Compressed Natural Gas) vehicles in Mumbai, Thane, and Raigad. This partnership is part of MGL’s broader strategy to promote cleaner fuel alternatives and enhance the sustainability of urban transportation.

Key Features of the Partnership

Incentivized Fleet Program

MGL’s CNG Mahotsav 2.0 offers significant incentives to fleet operators who switch to CNG. This program is designed to encourage the transition from traditional fossil fuels to cleaner CNG options, which can lead to reduced operational costs for fleet operators due to lower fuel prices and government incentives.

Simplified Refueling

Nawgati’s platform streamlines the refueling process for fleet operators, providing a user-friendly experience. By integrating technology into the refueling process, Nawgati aims to make it easier for operators to manage their fuel needs efficiently, thereby enhancing overall productivity.

Dual Payment Options

Fleet operators can choose between physical and digital payment methods, including the MGL Fuel Card and the MGL Connect/Nawgati Fuelling app. This flexibility in payment options caters to various user preferences and helps facilitate smoother transactions at CNG stations.

Reduced Waiting Times

The partnership with Nawgati aims to reduce waiting times at CNG stations, particularly for BEST bus depots. By optimizing the refueling process and improving station management, MGL and Nawgati seek to enhance the overall experience for fleet operators and ensure that vehicles spend less time off the road.

A Step Towards a Greener Future

By collaborating with Nawgati, MGL is taking a significant step towards promoting the adoption of CNG as a cleaner and more sustainable fuel. The partnership aims to reduce air pollution and improve overall air quality in the region, aligning with government initiatives focused on environmental sustainability and public health.

Environmental Benefits

CNG is recognized as a cleaner alternative to diesel and petrol, producing lower emission of harmful pollutants such as nitrogen oxides (NOx) and particulate matter. The increased adoption of CNG vehicles can contribute significantly to reducing urban air pollution levels, which is critical for cities like Mumbai that face severe air quality challenges.

Commitment to Accessibility

Both companies are committed to working together to make CNG a more accessible and convenient option for fleet operators. This partnership not only supports MGL’s goal of expanding its customer base but also aligns with broader national objectives of promoting cleaner fuels in transportation.

Future Initiatives

As part of their collaboration, MGL and Nawgati may explore additional initiatives such as educational campaigns for fleet operators on the benefits of CNG, further technological enhancements in refueling infrastructure, and potential expansions into other regions where CNG adoption can be beneficial.

Conclusion

Mahanagar Gas Limited and Nawgati’s partnership promotes CNG adoption in urban transport through technology and fleet incentives. This initiative addresses environmental concerns and champions cleaner energy, serving as a model for sustainable transportation solutions in India.

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Nazara and Lysto Partner to Launch Blockchain-Based Marketing Platform!

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Nazara

Nazara Technologies and Lysto have joined forces to introduce “The Growth Protocol,” a blockchain-based platform designed to revolutionize digital marketing. This innovative platform aims to provide a more transparent, equitable, and secure digital marketing ecosystem, addressing many challenges faced in traditional marketing practices.

Key Features of The Growth Protocol

Decentralized Marketing

The Growth Protocol leverages blockchain technology to enable decentralized marketing applications. This decentralization empowers users and developers to create applications that operate independently of centralized control, fostering a more inclusive environment for all participants.

Transparent Transactions

By utilizing blockchain, the platform ensures secure and transparent transactions, enhancing trust and accountability among users. This transparency is crucial for building confidence in digital marketing practices, which have often been criticized for their lack of visibility.

User Control

Users will have greater control over their digital identities, enabling them to participate more equitably in the Web3 ecosystem. This feature allows users to manage their data and interactions, reducing the risks associated with data privacy and security breaches.

Initial Launch and Future Plans

The Growth Protocol was officially unveiled at India Blockchain Week, where a private testnet was launched. The initial focus is on developing decentralized applications (dApps) specifically for game marketing, but the platform has broader ambitions to support various digital marketing use cases across different industries.

Roadmap for Development

As part of its future plans, Nazara and Lysto aim to collaborate with developers to create a suite of growth applications on the blockchain. These applications will cater to diverse marketing needs, from loyalty programs to targeted advertising campaigns.

Industry Impact

This collaboration between Nazara and Lysto has the potential to significantly impact the digital marketing industry. By harnessing the power of blockchain technology, The Growth Protocol aims to address longstanding challenges in traditional marketing, such as fraud, lack of transparency, and inefficient data management.

Addressing Marketing Challenges

The integration of blockchain can help mitigate issues like ad fraud by providing verifiable data on ad performance and user engagement. Moreover, it can facilitate direct interactions between brands and consumers, eliminating intermediaries that often complicate transactions.

The Future of Digital Marketing

As the Web3 ecosystem continues to evolve, initiatives like The Growth Protocol are paving the way for a more decentralized and user-centric future. By prioritizing transparency and user empowerment, this platform is set to redefine how businesses approach digital marketing strategies.

Growing Demand for Blockchain Solutions

With increasing interest in blockchain technology across various sectors, The Growth Protocol positions itself as a timely solution that meets the demand for innovative marketing solutions. As businesses look for ways to enhance their digital presence while ensuring data security and user trust, blockchain-based platforms are likely to gain traction.

Conclusion

The partnership between Nazara Technologies and Lysto to launch The Growth Protocol represents a significant advancement in the digital marketing landscape. By integrating blockchain technology into marketing strategies, this initiative not only enhances transparency and user control but also sets a new standard for how businesses engage with their audiences.

As more companies recognize the benefits of blockchain in addressing traditional marketing challenges, we can expect further innovations that will shape the future of digital advertising and consumer interactions. The Growth Protocol stands at the forefront of this transformation, promising a more equitable and efficient marketing ecosystem for all stakeholders involved.

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Swiggy Instamart Aims to Boost Sales per Order!

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Swiggy Instamart Aims to Boost Sales per Order!

Swiggy’s quick-commerce service, Instamart, is actively working to increase the average amount customers spend per order. While the service has seen a rapid growth, its average order value (AOV) of ₹499 is lower than some competitors, prompting the company to implement several strategies to enhance profitability.

Strategies to Boost Sales per Order

More Products

Instamart is expanding its product range by adding a wider variety of items, including non-food products. This diversification aims to encourage customers to purchase more items per order, thereby increasing the overall AOV.

Bigger Warehouses

To support this expansion, Swiggy is investing in larger warehouses that can stock a more extensive inventory. By increasing storage capacity, Instamart can offer a broader selection of products, making it more convenient for customers to find everything they need in one place.

Targeted Marketing

Instamart is employing targeted marketing strategies to attract customers who are likely to spend more. By analyzing customer data and purchasing behavior, Swiggy can tailor promotions and advertisements to encourage higher spending per transaction.

Why It Matters

Increasing the average order value is crucial for Instamart’s profitability. By encouraging customers to spend more per order, the company can reduce its costs and improve its bottom line. A higher AOV can lead to better margins and help offset operational expenses associated with quick delivery services.

Competitive Landscape

However, achieving this goal won’t be easy. The quick-commerce market is highly competitive, with other companies like Blinkit, Zepto, and BigBasket also vying for customers. Instamart will need to continue innovating and finding new ways to attract and retain customers amidst this fierce competition.

Financial Performance and Market Position

In recent financial reports, Swiggy noted that Instamart generated ₹3,221.4 crore in FY23, reflecting a 39.7% increase from the previous fiscal year. The average order value has risen by 20% to around ₹460, indicating that efforts to enhance customer retention and basket sizes are beginning to yield results.

Delivery Fee Adjustments

As part of its strategy to boost profitability, Swiggy may also consider increasing delivery fees for Instamart orders. According to Chief Financial Officer Rahul Bothra, the company plans to gradually raise these charges while ensuring that they remain competitive compared to other players in the market.

Conclusion

Swiggy Instamart is focusing on increasing sales per order through product diversification and improved warehousing. This strategic approach aims to enhance profitability and strengthen its position in the competitive quick-commerce market. By understanding and catering to evolving consumer preferences, Instamart is well-positioned to drive sustainable growth in the future.

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