Kunal Mahipal, an alumnus of IIM Bangalore, often experienced problems with repairs and servicing for his mobiles and gadgets. They then had little knowledge about electronics or consumer equipment repair or after-sales services.
Unhappy with the hassle of leaving and withdrawing the equipment at the authorized service center, Kunal decided to meet the need for reliable services without any hassle and after purchase.
“I felt that no one should take a break for a small job and run around from one shop to another in search of low cost, real repairs.”
OnsiteGo began in 2010 with an idea that a pick-and-drop service for repairing mobile devices and laptops would be made available to customers. Ten years later it has transformed into a customer service startup for personal devices, gadgets and home appliances.
“It was a time when people were buying or selling many electronic goods and companies were looking at how they could expand the market. I started thinking about what would happen after the warranty period of these products expired. ”
After three years the team realized that their model was not capital-efficient as the cost of going after customers and returns were not in sync. It then quickly expanded to partnerships with various retailers and offered after-sales services. This gave the startup instant access to a large number of customers.
Kunal says, “People were buying expensive equipment and were eager to get extra security so that there was nothing wrong with their equipment.”
The company had a few hundred customers in Mumbai in the first year. It acquired its 100,000th customer in April 2012 and reached 500,000 customers in 2013. OnsiteGo joined device security services in 2014 and began offering plans such as an annual maintenance contract.
Today OnsiteGo, which has a 300-member team across India, claims to have a 6.5 million customer base.
Attention to after-sales services
Currently, OnsiteGo offers extended warranties, annual maintenance contracts and damage protection plans for equipment in partnership with India’s top retailers, markets, and consumer finance companies. It recently expanded its services with new plans such as an annual maintenance contract (AMC) for air conditioners and water purifiers and has assured buybacks for smartphones.
This after sales service startup works closely with various retailers across the country, including Amazon India, EZone, Croma, and Vijay Sales.
It has also tied up with regional speciality stores such as Sanket, Great Eastern, Value Plus and Vivek. It has partnered with consumer finance companies such as ICICI, Axis, HDB and Kotak to expand its reach to small retailers.
In February 2020, Onsito raised $ 19 million in Series B funding, led by the Zodius Growth Fund with participation from existing investor Excel.