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All of us know how difficult and cumbersome a process it is to avail of after-sale services after the manufacturer's warranty is over. Even after a lot of follow-ups and calls, seldom is there a chance for the consumers to avail themselves of top-notch after-sale services. To provide a constructive solution to this problem, Kunal Mahipal launched OnesiteGo company in the year 2010.
So what is Onsitego? Onsitego is a platform that provides hassle-free after-sales services for consumer electronics and appliances. This firm has a Pan India service with regional offices in key cities. The flagship products include Extended Warranty, AMC (Annual Maintenance Contract), Screen Protection and Spills & Drops Protection Plans.
It also provides coverage on electronics across 30+ categories and covers almost all brands of consumer appliances and devices. So the idea is to be the most customer-obsessed company in the world and the mission driving this company is to consistently deliver 'Wow' experiences to customers.
Let's go through the Journey of Onsitego along with knowing about the Onsitego Company Profile, How it Works, Founder, Funding, Revenue, Business Model and more
Onsitego - Company Highlights
- Startup Name-Onsitego
- Sector-Insurance Technology
- Founders-Kunal Mahipal
- Total Funding-$32 million
- Revenue-INR 600 Crore (2020)
- Parent Organization-Onsite Electro Services Pvt Ltd
Onsitego - About and How it Works
Onsitego also known as Onsite electro services private limited, provides hassle-free after-sales services for consumer electronics and appliances. It offers three plans including Extended Warranty, Spills & Drops Protection and the Screen Protection Plan. The Onsitego CEO is Kunal Mahipal, while he is also the one and only onsitego founder. The onsitego office address is located in Mumbai, Maharashtra.
Extended Warranty Plan
Onsitego warranty is the flagship product. It ensures that the customers can maintain their electronic products in pristine new condition several years after the manufacturer’s warranty has expired. The customers can also avail the onsitego extended warranty. According to onsitego review, these plans cover all devices and home appliances, be they small or large purchased in India and are available for purchase on the website, Amazon, Croma and Vijay Sales stores to only name a few.
The Spills & Drops Protection Plan
It can only be purchased for mobile phones, tablets, laptops, and digital cameras, which covers all kinds of physical and liquid damage that are not covered in the manufacturer’s warranty. The onsite electro services plan ensures that any damage to your device in the first 12 months of ownership is taken care of by the platform.
The customer also gets an onsitego replacement policy, as the damaged device is picked, serviced and delivered to the customer’s doorstep, at no extra cost. The onsite go mobile insurance also helps many customers in keeping their mobiles safe.
The Screen Protection Plan
The platforms screen protection plan covers damage only to the screen of the phone or tablet. Any kind of damage to the screen can make life miserable but this plan ensures that the customers can get protection for the part of the device that is most fragile; at a lesser cost.
The onsitego service centers which are brand-authorized and partnered are estimated to be 400-450 across India, and this shows that onsitego customer care is top-notch. The onsitego protection plan ensures that devices and appliances in the extended warranty period and damage protection plans are repaired by technicians who are best equipped to handle them.
Onsitego - Founders and Team
Kunal Mahipal has a post-graduate diploma in Business from IIM- Bangalore. Before founding Onsitego, he worked with firms like Edelweiss Capital, Citibank, etc. The onsitego offices are located in Bengaluru, while its headquarters are in Mumbai, Maharashtra.
The Onsitego team is a fantastic blend of people who care, very deeply, about Customer Experience.
“Comin together to launch onsite electro services private limited wasn’t easy. It took time but the most important trait that we all had was the desire to deliver the best in class customer service, which brought us together. Having an established root in the market for the last 10 years, we have gained a strength of over 300 employees across offices Pan India.” Says Kunal, Onsitego Founder
All in all, right from those who work in the call centre, to those who manage service operations, everyone here has a common trait i.e., the desire to deliver superior Customer Experiences. The company aims to provide good onsitego customer care as it relies on its customer's feedback. It now has an onsitego app through which customers can send in their onsitego service requests.
Onsitego - Target Market Size
The target market share for Onsitego is around 23%, including device protection. The consumer device protection market is estimated to be at a $ 1.1 billion market. The overall after-sales services market is expected to be around $5.3 billion by FY24.
Onsitego - Startup Story
“It was my personal experience of receiving sub-par repair service for my mobile phone that led me to recognize the unmet need for hassle-free and reliable post-purchase services. The hassle that I had to go through just to get a device dropped and collected from a service center made me recognize the need for reliable post-purchase services.” recalls Kunal Mahipal, (onsitego owner).
It began as a B2C company for providing after-sales services to mobile phone users. It provided the service of picking up mobile phones from customer locations and delivering the devices back to their homes after the servicing is done, its onsitego service request has now become popular.
It did not take long for the team to realize that going after individual customers was not a capital-efficient model. This lead the company to pivot towards the current B2C model, where it tied up with various retailers, and acquired customers through these retailers.
Onsitego - Logo and Tagline
'Good Things Last Longer with Onsitego' is the Onsitego tagline. While the onsitego logo sums up the overall proposition of Onsitego.
Onsitego - Business Model and Revenue Model
Onsitego business model is based on offering extended warranty, annual maintenance contracts, and damage protection plans for devices and appliances by partnering with India’s top retailers, marketplaces, and consumer finance companies. Its onsitego replacement policy, screen protection plan and onsitego tracking are some of its popular services through which onsitego revenue is generated. While one can also buy its plans directly from its website.
Onsitego - Revenue
The founder-entrepreneur is expecting Onsitego revenue to grow about eight-fold in a few years by reaching INR 600 crore by 2020, INR 1,200 crore in the year after that and INR 2,400 crore in the subsequent year.
Onsitego - Startup Challenges
The challenge in the retail industry has always been awareness about useful services and the impact on a business owner’s bottom line. The team had to invest significantly in driving home the point that their services are a win-win-win for all involved, i.e. the customer gets hassle-free service without leaving their homes, the retailer drives customer loyalty and retention and Onsitego acquires the customer’s trust in its services.
The onsitego reviews were not great in the beginning, so the team has also built an effective customer engagement program through useful content that made them the preferred brand that customers kept coming back to.
Onsitego - Funding and Investors
Onsitego funding has raised $32 million to date. With its ongoing Series B round, it has raised $30 Million. Some of the main onsite go investors are Zodius Growth Fund and IFC. It will be using the freshly raised funds to consolidate its market position and strengthen its B2C offerings like AMC, home protection and on-demand services.
“India is one of the largest and fastest-growing appliances and consumer electronics (ACE) markets globally and the ACE protection market is significantly underdeveloped. There is a clear market need for innovative and customer-service-focused players like Onsitego to drive growth in this market.” Said Jun Zhang, Country Head India at IFC
Onsitego - Growth
The customer base of 6 million in India.
Adding 1.2 lakh customers monthly.
Targeting a revenue of INR 340 crores in FY19-20.
Collaboration with Croma, Vijay Sales, and Amazon India.
Also available at regional speciality stores like Sanket, Great Eastern and Value Plus.
Partnered with leading consumer finance companies like ICICI, Axis, HDB and Kotak Mahindra.
In 2020, OnesiteGo expanded its services with brand warranty services for international marquee brands like Toshiba and Hamilton Beach Brands as well as launched new plans like AMC, Annual Maintenance Contract for Air Conditioners and Water Purifiers, and Assured Buyback for Smartphones. While its services such as onsitego tracking, onsitego service request, onsitego replacement policy and the onsitego protection plan have increased its efficiency.
Onsitego - Competitors
“We are a Customer Service company. We are focused on the customer and the experience we provide them. That focus is reflected in our product and process design, we are the only company that does not have a fine print for the customer. We have a ‘No Questions Asked’ policy, which means that our customers don’t have to go through paperwork or a difficult claims process. We have the highest acceptance rate of 99.4% in the industry and also the highest NPS score.”- Said Kunal when asked about the Onsitego competitors.
Onsitego - Future Plans
To launch a new business line of onsite electro services to meet the needs of those who may or may not have Onsitego's products and can avail of repair services for a small fee.
The company is also planning to expand its coverage to customers from other lending options such as debit cards and credit cards.
As far as NPS is concerned, it has the highest customer satisfaction / NPS scores globally in the category.
It is also planning to launch IPO in the next 3-4 years.
Onsitego - FAQs
What is Onsite warranty?
It is the warranty in which the repair work in the warranty period is done at your doorstep.
Who is the Founder of Onsitego?
Kunal Mahipal is the Founder & CEO of Onsitego
How much is the Revenue of Onsitego?
The founder-entrepreneur is expecting Onsitego's revenue to grow about eight-fold in a few years by reaching Rs 600 crore by 2020, Rs 1,200 crore in the year after that and Rs 2,500 crore in the subsequent year
Who are the Top Competitors of Onsitego?
OnsiteGo's top competitors include OneAssist Consumer Solutions, Dimensional Inspection Laboratories, MoveTheDial
Who is the CEO of Onsitego?
Kunal Mahipal is the Founder & CEO of Onsitego
What is Onsitego's Funding to date?
Onsitego has raised $32 million to date. With its ongoing Series B round, it has raised $30 Million. Which were led by Zodius Growth Fund and IFC in Feb and Sept 2020.