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Struggling to Meet Soaring Demand


Struggling to Meet Soaring Demand

In today’s competitive business landscape, providing excellent customer service is paramount to success. This holds true for the aftersales service market in India, where brands strive to meet and exceed customer expectations. Aftersales service encompasses a range of activities, including repairs, maintenance, warranties, and customer support.

The Indian Electronics Market is experiencing rapid growth, positioning the country to become one of the largest electronics manufacturing hubs by 2025. A crucial aspect of this growth is the role played by after-sales service in ensuring customer satisfaction and retention. Effective after-sales service not only fosters loyalty among customers but also instills confidence in the brand, leading to long-term associations with the organization. Satisfied customers become advocates, speaking positively about the organization and its products.

Implementing diverse after-sales service strategies in your company is vital to ensure customer satisfaction with your products and services. Exceptional after-sales customer service strengthens the bond between customers and your company. It reinforces their trust and loyalty, fostering long-term relationships. Unfortunately, the sector, while experiencing growth, falls short of meeting the soaring demand. 

After-sales service, also referred to as after-sales support, encompasses the assistance provided to customers following a product purchase. This service can be offered by retailers, manufacturers, or third-party customer service or training providers. By delivering efficient after-sales service, you can cultivate a base of loyal customers who spread positive word-of-mouth about your company’s exceptional service performance. In fact, effective after-sales service can become a competitive advantage for your organization.

The consumer electronics market in India is booming, with increased adoption of smartphones, televisions, home appliances, and other electronic devices. With more people purchasing these products, the demand for after-sales service providers has also grown. Companies that specialize in repairing and servicing electronic devices can tap into this expanding market.

In the Indian market, numerous players offer after-sales services. Despite various innovations in the field, consumers of electronic gadgets often harbor concerns about potential damages to their devices. This perpetual worry underscores the importance of reliable after-sales services that address customers’ anxieties and provide timely support when needed.


Significance of Aftersales Service 
Aftersales service plays a crucial role in building customer loyalty and satisfaction. In India, where the smartphone and consumer electronics markets are booming, aftersales service has become a vital differentiating factor for brands. Customers expect prompt assistance, efficient repairs, and reliable warranty services, making aftersales support a key driver of brand reputation and customer retention. By providing exceptional aftersales service, companies can establish long-term relationships with customers and gain a competitive edge in the market.


Market Size
The aftersales service market in India has witnessed significant growth in recent years, driven by the rising consumer electronics industry and the increasing demand for reliable support services. The market size can be assessed by considering factors such as revenue generated by service providers, the number of service centers, and the overall spending on aftersales services.

According to a report by Manufacturer’s Association of information Technology (MAIT), the aftersales service market including electronics repair in India was valued at approximately $10 billion in 2020 and is expected to reach $20 billion by 2025, growing at a CAGR of around 15%. This growth can be attributed to several factors, including the expanding consumer electronics market, the proliferation of smartphones and other electronic devices, and the increasing consumer awareness and expectations regarding post-purchase support.

Smartphones, being one of the primary consumer electronics devices, contribute significantly to the aftersales service market. India is one of the largest smartphone markets globally, with millions of devices sold each year. As a result, the demand for aftersales services such as repairs, software updates, and warranty support has increased substantially. This has led to the emergence of specialized service providers, authorized service centers, and third-party repair options across the country.

In addition to smartphones, the aftersales service market encompasses other consumer electronics products such as laptops, tablets, televisions, home appliances, and wearables. These devices also require maintenance, repairs, and warranty support, creating further opportunities for service providers to cater to the diverse needs of consumers.

The size of the aftersales service market is not only determined by the revenue generated but also by the geographical coverage and service infrastructure. Service providers are expanding their presence by establishing service centers in various cities and towns across India to ensure accessibility and convenience for customers. 

The presence of authorized service centers from leading brands, as well as third-party service providers, contributes to the overall size and reach of the market.

Furthermore, the growing focus on customer experience and satisfaction has prompted companies to invest in aftersales services as a strategic differentiator. Brands are realizing the importance of providing efficient and reliable support to build customer loyalty and enhance brand reputation. This emphasis on customer-centric aftersales support further fuels the growth of the market.


Key Players and Service Offerings
The aftersales service market in India is dominated by both manufacturer-led and third-party service providers. Major smartphone brands such as Apple, Samsung, Xiaomi, and OnePlus have established their service centers across the country, offering a range of services including repairs, software updates, and warranty support. These brands prioritize customer satisfaction by ensuring a hassle-free experience and providing quality service.

Third-party service providers like B2X, Servify, and JustLikeNew have also emerged as significant players in the aftersales service market. These companies offer comprehensive repair services for multiple brands, extending their reach to customers beyond the official service centers. Additionally, online marketplaces and e-commerce platforms are partnering with service providers to offer convenient pickup and drop-off services, further enhancing customer convenience.

B2X: B2X is a leading third-party service provider in India, specializing in mobile device repair and support services. They have a vast network of service centers across the country, offering comprehensive repair solutions for various smartphone brands. B2X focuses on providing timely and reliable service, leveraging their expertise in the field to ensure customer satisfaction.

Servify: Servify is a prominent player in the aftersales service market, offering a wide range of support services for smartphones and consumer electronics. They collaborate with major smartphone brands to provide authorized repair services, warranty support, and device protection plans. Servify’s platform also enables customers to track their repair status, schedule appointments, and access customer support conveniently.

TVS Electronics: After-sales solutions at TVS Electronics are not limited to a token service or two. They span a vast spectrum of offerings supported by robust infrastructure, trained and qualified professionals and its credibility honed over decades. The businesses TVS Electronics cater to range from home appliance manufacturers to renowned mobile brands and many more. It has created a solution-oriented infrastructure that benefits both its OEM partners and customers. 

JustLikeNew: JustLikeNew is a popular third-party service provider that specializes in repairing and refurbishing mobile devices. They offer quality repairs for various brands, including smartphones, tablets, and laptops. JustLikeNew focuses on quick turnaround times and quality craftsmanship, ensuring that customers receive their repaired devices in excellent condition.

OnsiteGo: OnsiteGo is a comprehensive aftersales service provider that offers extended warranty plans, device protection, and repair services for smartphones, laptops, televisions, and other consumer electronics. They provide doorstep pickup and drop-off services, making it convenient for customers to avail themselves of repairs and support without the need to visit a service center.

iFixIndia: iFixIndia is a specialized service provider for Apple devices, offering repair and support services exclusively for iPhones, iPads, MacBooks, and other Apple products. They have authorized service centers equipped with skilled technicians who undergo rigorous training to ensure accurate diagnostics and efficient repairs. iFixIndia focuses on maintaining the highest quality standards in their service offerings.

Aforeserve: Aforeserve is a leading IT Infrastructure Services and Industry 4.0 Solutions provider in India. They offer comprehensive and standardized life cycle services for the full spectrum of Information, Communication and Technology (ICT) products, including notebooks, desktops, network and servers, computer peripherals, surge protection, and power conditioning units and mobility devices – Tablets and Phones. They also provide services for a range of non-IT automated systems such as digital cinema projectors, self-services kiosks, Point Of Sale terminals, ATMs and satellite communication systems. Aforeserve supports over half a million devices and addresses 87,000+ on-site service requests every month with a team of 4,000+ engineers, executives, and support personnel.

GoWarranty: This one is a Mumbai-based after-sales service firm that offers a unique model in the industry. Their specialization lies in providing extended warranty services, along with repair and maintenance solutions. They take pride in offering cashless service, covering all charges related to repairs, labor, transportation, and taxes. GoWarranty provides coverage for a wide range of devices including mobile phones, tablets, laptops, cameras, air conditioners, washing machines, televisions, and small appliances. They offer the Go Extended Warranty program, allowing customers to extend the warranty for up to 9 months after purchasing their devices, with the option to extend it for up to four years.

iQor: iQor, on the other hand, is one of the largest global players in the after-sales service industry. The company entered the Indian market in 2015 and announced an investment of Rs 1300 crore over a period of three years, with plans to create employment opportunities for over 20,000 individuals. Currently, iQor employs more than 5000 people in India, with a significant number based in their contact center in Noida. iQor offers comprehensive aftermarket services, including customer service, third-party collections, and accounts receivable management. They are known for providing end-to-end solutions and ensuring the security and compliance of customer data through robust monitoring, access controls, and advanced protection measures.

F1 Info Solutions: F1 Info Solutions is a major player in India’s electronics service provider industry, specializing in the repair and refurbishment of mobile phones. With 158 owned and franchised centers across the country, they have a dedicated workforce of nearly 1,000 professionals who handle a substantial volume of service calls, exceeding 50,000 per month. F1 Info Solutions focuses on repairing and servicing mobile phones, enabling them to re-enter the market as refurbished goods. This strategic approach caught the attention of Flipkart, which recognized the potential in the refurbishment market and strengthened their customer relationships accordingly. As the owner of F1 Info Solutions, Flipkart leverages their repair services for mobile and electronics to gain a competitive edge in the smartphone sales battle against Amazon India.

Redington: Redington is a prominent player in the Indian after-sales services market. The company has established hardware support service centers throughout the country, consisting of 77 owned service centers. Additionally, they have formed a certified franchisee network comprising 266 service partners. Redington offers a comprehensive range of warranty and post-warranty services, including solution design and consulting, technical helpdesk support, field engineering assistance, parts warehousing, forward and reverse logistics, imports and re-exports, and asset recovery. To ensure seamless service delivery and enhance customer satisfaction, all Redington service centers operate on a robust Customer Relationship Management (CRM) system. This CRM system enables them to efficiently manage the entire service life cycle, from initiation to completion, and provides a foundation for delivering exceptional customer experiences.


Emerging Trends in Aftersales Service
Several trends are shaping the aftersales service market in India. Firstly, there is a growing emphasis on digitalization and automation. Brands are leveraging technology to streamline service processes, such as online appointment booking, real-time tracking of repairs, and self-diagnosis tools. 

This digitization enhances efficiency, reduces waiting times, and allows customers to stay informed throughout the service journey.

Furthermore, brands are expanding their service networks to reach more customers. They are increasing the number of service centers, especially in tier 2 and tier 3 cities, to provide easier access to aftersales support. This expansion strategy is aimed at catering to the diverse customer base spread across the country.

Personalization is another emerging trend in the aftersales service market. Brands are focusing on delivering tailored experiences to customers, addressing their unique needs and preferences. This includes personalized notifications, service recommendations, and dedicated customer support teams to enhance the overall service experience.

Challenges and Strategies

Despite the growing importance of aftersales service, challenges persist in the Indian market. One of the primary hurdles is the vast geographical expanse of the country, which poses logistical challenges in establishing and maintaining an extensive service network. Additionally, ensuring the availability of genuine spare parts and skilled technicians across all locations can be a challenge for brands.

To overcome these challenges, companies are adopting innovative strategies. They are investing in training programs to enhance the skills of service technicians, ensuring they have the expertise to handle repairs and offer effective solutions. Collaborations with local service partners and authorized service centers are also becoming common, enabling brands to provide widespread coverage and reduce response times.

Moreover, brands are focusing on building strong customer relationships by offering extended warranty programs, service loyalty programs, and regular customer feedback mechanisms. These initiatives not only enhance customer satisfaction but also provide valuable insights for service improvement.


The aftersales service market in India is a critical component of the consumer electronics industry, enabling brands to establish trust, loyalty, and customer satisfaction. 

With the growing demand for smartphones and consumer electronics, brands must prioritize and invest in aftersales service to differentiate themselves in a competitive market. By embracing emerging trends, overcoming challenges, and implementing customer-centric strategies, companies can ensure that customers receive excellent support and experiences throughout their ownership journey, leading to enhanced brand reputation and customer loyalty in the long run.

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