Launch of 4G services by Indian telecom operators has led to increased demand of smartphones leading to market expansion of after market services in India   

The total ICT market is around Rs 250,000 crore in 2016 and if we take even 6 per cent for after market services, the total market for after market services comes around Rs 15,000 crore in 2016 and this is bound to grow in 2017 by around 20  per cent. Let’s look at some of the market which has an impact on after market services.

    
The India PC market for 2016 stood at 8.58 million units i.e. a year on year drop of 15.2 per cent over 2015. The total market for PC is around Rs. 12,800 crore. The external storage market in India is around 143,552 units in 2016. Enterprise initiative towards digital transformation, analytics, cloud, BI and datacenter consolidation are the key trend observed in Indian server market. The server market in India is around 143,552 units in 2016. Enterprise initiative towards digital transformation, analytics, cloud, BI and datacenter consolidation are the key trend observed in Indian server market. The HCP (printer) market in India is  more than 30 lakh units in 2016. The mobile phone market in India is worth Rs. 101,430 crore in 2016. Smartphone contributed a total of Rs. 90,877 crore and feature phone contributed a total of Rs. 10,553 crore. The telecom equipment market is worth Rs. 135,000 crore in 2016 thanks to 4G expansion by telecom operators. All this gives a cumulative figure of Rs 250,000 crore and after market services market is estimated at Rs 15,000 crore. 

After Market Services Players

There are many players in after market services - organised and unorganised. VARINDIA is documenting only the organised players. Even global manufacturers are increasingly looking upon after market functions as a strategic line of business aimed at delivering differentiated customer rather than as a function of the product support organization. Aftermarket services also lead to revenue increases with enhanced service capability, which accordingly translates to greater asset utilization. Better part availability and fill rates means increased parts or service sales in competitive situations. Studies have also shown that good service generates more customer loyalty than even product quality can.

HCL claims to have world class customer service and support services which cover warranty, complaints and returns management as well as depot repair from return order to billing adjustment. The company also has solutions that help in tracking customer install base information to enable improved field service effectiveness and forecast and plan for service parts usage. 

Access Frontline (AFL) service covers printing and imaging segments such as printers, scanners, point of sale (PoS) products, all-in-one printers and high end scanners. The company provides repair and service solutions for all popular brands of printers – right from entry level printers to premium segment integrated printers and scanners. AFL also handles bulk installations of printers and imaging equipment, across India and provides consumables support for both warranty and out of warranty cases.

AFL supports multiple product lines of more than 20+ principals or Original Equipment Manufacturers. OEMs face continuous challenges in the management of returns which adds to increased operational costs and customer dissatisfaction. AFL provides complete lifecycle services in the area of managing product returns – right from general Return Material Authorization (RMA), to comprehensive International RMA services. AFL has premium centers for advanced component level repairs and Equal-to-New (ETN) refurbishment of whole unit and/or sub-assemblies of mobile devices. Over the years, we have developed expertise, trained requisite people, and streamlined processes that are needed to specialize in product repair/refurbishment for the Mobile handset industry. AFL’s warranty management services are delivered through our network of offices covering more than 600 locations within India.

AFL’s long standing relationship with consumer electronics vendors such as Seagate, Buffalo and KYE Genius, enables us to provide sophisticated services to end-customers. On the telecommunications front, AFL provides end to end support for mobile devices that includes mobile phones for principals such as Sony, InFocus, Zync, Viaan and Hyundai.

Redington (Ensure Services) has set up hardware support service centres, spanning the length and breadth of India. Today, through 77 owned service centres, supported by a certified franchisee network of 266 service partners, Redington provides the full spectrum of warranty and post-warranty services on behalf of vendors – covering solution design and consulting, technical helpdesk, field engineering support, parts warehousing, forward and reverse logistics, imports and re-exports, and  asset recovery. Redington is authorized partners for leading brands like Hewlett Packard, Toshiba, Lenovo, Fujitsu, Apple, Motorola, Huawei, Microsoft, Ricoh, Logitech, Konica among others – several of them for a decade or more. 

iQor is a global provider of customer contact solutions and product support services. In Nov 2005, the company had announced plans to invest $200 million in building an expanded, pan- India service network to deliver world-class end-to-end aftermarket services. Currently the company, the largest aftermarket services provider in the world, operates depot repair/refurbishment services at state-of-the-art facilities in Manesar (Gurgaon), Mumbai, Kolkata and Bangalore, and 104 company owned-company operated premium customer-branded walk-in centers and on-site services in 139 cities. iQor also operates a 1,000-seat contact center in the Delhi National Capital Region (NCR).

The expansion will create 20,000 new jobs in all of India’s 29 states. Part of the growth will come from the opening of two new repair depot hubs in Chennai and Hyderabad as well as new walk-in service centers along with on-site services for some of the world’s foremost manufacturers of smartphones, tablets, desktop computers, notebooks, digital players and consumer products.

iQor provides global customer interaction and product support solutions in 18 countries. Our 40,000 employees solve our client’s most strategic problems. The company partners with many of the world’s best-known brands to deliver product and customer support solutions that span the consumer value chain, from customer care and receivables management to product diagnostics and repair services. 

Aforeserve is an integrated service management and support company offering comprehensive and standardized life cycle services for the full spectrum of Information, Communication and Technology (ICT) products including notebooks, desktops and servers, computer peripherals, surge protection and power conditioning units and mobility devices as well as for a range of non IT automated systems such as self-service kiosks, point of sale terminals, ATMs and satellite communication systems.

Established in the year 2000, Aforeserve operates primarily as an after sales service and support partner for Original Equipment Manufacturers (OEMs) and Original Design Manufacturers (ODMs) and system integrators, providing functional and technological repair and maintenance services for their products. From installation, field and warranty support to on going help desk, carry-in repair and reverse logistics, Aforeserve delivers ISO 9001 standard, ‘end to end’ service solutions, designed to fulfill and enhance service level commitments, enabling partners to better serve their customers in an efficient and cost effective manner.

Aforeserve has successfully established itself as a service partner for HP Inc., Acer, Toshiba, Inventec, Micro Star International (MSi), NCR and Hughes India. Headquartered at Noida, the company works closely with customers to implement tailored service solutions through an extensive, pan India support network of service centers in 45 major cities and resident engineers across 182 regional towns. Supported by a team of over 2,600 engineers, technicians and service executives, Aforeserve handles more than 55,000 service calls every month. 

Reliance resQ is multi-product, multi-brand electronics and home appliances service provide.  Reliance resQ service centres are authorized service centres for leading brands, Apple products are only serviced by Apple Certified resQ service engineers available at select resQ service centres. 

TVS Electronics has built an infrastructure and laid the groundwork for effective and efficient service delivery. The company manages network of exclusive and multi brand outlets and repair factories ensures service touchpoint. The company services IT, telecom and security devices. 
Over the last 18 years, inTarvo has developed the expertise, processes and people required to efficiently manage technology assets for companies across India. inTarvo Service Excellence Centers for advanced component level repairs & Equal-to-New (ETN) refurbishing whole unit and sub-assemblies of electronic products are located in 200 cities pan India.