Mumbai-based Servify seems unwavering in its quest to conquer the aftersales service market globally
Press 1 to continue in English.” This could be the beginning of a horror story in this age, when all of us have one electronic device on which the thread of our life hangs, and it breaks. What follows is a wait at a call centre, for an agonising length of time, when we are informed repeatedly that our “call is important” to this brand many cold miles away. It makes you want to tear your hair out and it is a common experience. Accord-ing to a 2018 study, 43% of mobile and computer manufacturers have the worst aftersales service in the country. Thankfully, there’s one start-up that is trying to soothe our worry lines.
“If you ask me if I wanted to be in the after-sales service profile, I’ll say, not necessarily,” proclaims Sreevathsa Prabhakar, founder and CEO of Servify. A former student of engineering in electronics and an MBA in information technology, he says, “All my friends were in software. There was a common belief that only people who couldn’t get jobs there would work in service.” Prabhakar now heads India’s biggest after-sales service platform. The platform connects all the nodes — the buyer, the call centre, service centre, parts supplier, warehouse manager and logistics handler — and ensures that any complaint or request is handled smoothly. Each stakeholder has an app through which they interact with the platform, much like how a passenger and a driver have different apps to interact with Uber. Through this platform, Servify also offers additional services for products, such as extended warranties.
The company has done very well for itself, seeing its revenue grow by more than 2x each year and reporting sales of $10 million in FY19. The founder expects it to grow 3x this fiscal.
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