Vehicle servicing has been an integral part of the after-sales business, and apart from the service arms of car manufacturers, countless third-party brands are currently present in this segment. In fact, in the last few years, several start-ups have entered this space claiming to streamline the business and make it more organised. Brands like Pitstop, Auto i Care and Go Mechanic are some of the key players, just to name a few. Having said that, right now, doorstep servicing has become the next big thing in this space. While the concept itself is not new, it is only in recent times that it has gained great popularity, particularly, since the onslaught of the COVID-19 pandemic, which has forced people to stay indoors. With an average service time of anywhere between 60 to 90 minutes, it became a smart option not only for those looking at contactless service options but also for those who cannot find time to take their car to the service centre for periodic maintenance.
Also Read: Top Doorstep Vehicle Service Companies In The Time Of COVID-19
Maruti Suzuki launched its 'Service on Wheels' programme in 2019 before COVID-19 came into the picture
But it's not just third-party brands that currently offer doorstep services in India. Car manufacturers like Maruti Suzuki India, Tata Motors, and Ford India, among others, have also been offering doorstep services. In fact, Maruti Suzuki has been offering doorstep for the last couple of year, even before the covid-19 pandemic came into the picture, with its 'Service on Wheels' programme - a mobile workshop unit. Tata Motors' Door Step Service, similar to Maruti, is also an extended workshop facility that is mobile and allows customers to not travel long distances for servicing appointments. Ford India, on the other hand, has been offering doorstep service as part of its Dial-A-Ford programme, and a customer can schedule one online.
Tata Motors has over 40+ mobile service vans (MSVs) for its doorstep service programme
Talking about this growing business, a Tata Motors spokesperson said, "With the market rapidly expanding in tier-3/4 cities and rural areas, there is an urgent need for reaching out to customers regarding vehicle service and repairs. With the increasing cost of real estate and infrastructure, it is not possible for dealerships to establish multiple touch-points. In order to work around this, we introduced the Door-Step Service (DSS) enabled by Mobile Service Vans (MSVs)."
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Mihir Mohan, Founder and CEO of Bengaluru-based Pitstop says the company witnessed a growth of around 35 per cent every month during 2020
Bengaluru-based Pitstop, on the other hand, says that it has witnessed an increase in demand for at-home services primarily due to the changing customer preference, behaviour, and usage patterns brought on by the pandemic. Mihir Mohan, Founder and CEO of Pitstop said, "As more customers want their service done through an automated process and with high levels of safety and hygiene, demand for Pitstop's at-home service grew significantly." He further added, "Pitstop plans to have over 2,500 garages in place by March 2023 with more than 500 vans by March next year. Technology is a huge part of Pitstop's expansion plans." Pitstop also says that as a company, it has witnessed a growth of around 35 per cent every month during 2020. The company has now also ventured into doorstep electric vehicle servicing.
Also Read: Pitstop Launches Pitstop Revive For Contactless Car Repairs
Mumbai-based Auto i Care's Founder Sagar Joshi doorstep service helps people who are reluctant to send cars for repairs or servicing over COVID concerns
On the other hand, Sagar Joshi, Founder of Mumbai-based Auto i Care, said, "There is a vast market potential for doorstep servicing especially in this pandemic. People are reluctant to send cars for repairs or servicing with the concern that will it be properly sanitised after the repairs or if the person carrying out repairs is not COVID positive. For such people, these services are indeed a boon, as Auto i Care ensures proper steps are followed to ensure that car is serviced properly using COVID 19 safety protocols."
Also Read: Mumbai-Based Start-Up Auto i Care Promises To Offer Roadside Assistance In 20 Minutes
Doorstep service widely covers essential vehicle check-ups, part replacements such as filters, oil replacement and dry-washing among others
Some of the key doorstep services currently offered by the aforementioned brands and OEMs widely include - essential vehicle check-ups, part replacements such as filters, oil replacement and dry-washing among other activities covered under scheduled or free service. In fact, Pitstop says that nearly 70 per cent of service requirements can be fulfilled at the customer's doorstep, and only major jobs related to clutch suspension, engine overhaul, denting, and painting body repair, require going to the workshop. With regards to electric vehicle servicing, it's very different from regular ICE (internal combustion engine) vehicles. Considering there aren't many moving parts within the vehicle, it does not require the same level of maintenance. So, doorstep service might essentially just involve things like a tyre change or basic vehicle diagnostic.
But what EVs do require are charging facility, and in case you somehow run out of juice, and do not have access to a charging facility then something like Tata's charging on wheel facility might come in handy. These are Mobile Charging Vans that can be booked 24x7 by Tata customers. Brands like Pitstop and Auto i Care are also working on setting up charging units at their workshops for EV owners, which will be able to serve multiple brands.
Tata is providing the charging on wheel facility in the 5 selected cities namely Delhi, Pune, Bangalore, Hyderabad and Mumbai
All these brands also have mobile applications that allow customers to schedule, monitor and make digital payments, which is not only convenient but also promote contactless transitions. All these companies currently offer doorstep car service in all major metros, and in many tier 2 and tier 3 cities as well. Some in more cities than others. The business potential for doorstep car servicing is certainly big, and that is why we are seeing more and more brands entering this space. In fact, Pitstop, which is one of the key players in this space says that auto aftermarket business, which is right now pegged somewhere between Rs. 40,000 crore to Rs. 45,000 crore, is expected to reach Rs. 70,000 crore to Rs. 75,000 crore by 2025.
