Bhavish Agarwal has partnered with the consulting firm EY India for Service Transformation. This initiative was taken after the company faced much backlash from customers and challenges in addressing the issues. Ola Electronics is one of the leading two-wheeler companies that aims to build the ‘World’s Largest Electric Vehicle Ecosystem At One Site‘. Sadly, the company is struggling with its services and facing increasing customer complaints and declining sales figures. This move comes after the company faced mounting pressure to improve its customer experience.Â
The global consulting firm EY-India will assist the EV company in enhancing its operation, improving spare parts management, and strengthening customer support. Approximately dozens of executives joined Ola Electronics a few days ago for a three-month project, and many will be extended if they succeed.Â
EY’s goal is to help Ola Electronics improve its process, inventory management, and on-the-ground service availability. The company’s CEO, Bhavish Agarwal, is reportedly personally overseeing the entire project after he noticed customer complaints going viral on social media.
Recently, the Central Consumer Protection Authority issued a notice to Ola Electronics, citing potential violations of customers’ rights, misleading advertisements, and unfair trade practices. The notice highlights over 10,000 unresolved after-sale service complaints.Â
Since the two-wheeler EV company has failed to meet customers’ expectations, retaining its recognition in the market seems hard. However, Bhavish Agarwal plans to expand its network of service centres, aiming to increase the number from 400 to 1000 by the end of the year. Industry experts suggested that adding more service centres may not resolve the issue; rather, it should focus on improving the quality of existing service stations and addressing the customers’ issues promptly.
