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Soumitra Gupta, CEO, Xtracover provides after-sales services for electronic devices. Here he talks to us about his work.
What is the after-sales demand for electronic devices? In which segment is the maximum demand?
Soumitra Gupta - Usually, all brands provide an after-sales warranty of at least a year on devices they sell, but the gadgets sometimes need repair after the warranty period. The failure rate annually is 6.8% post-warranty in the first year, and that’s when the users start to face problems. Once the electronic device is out of warranty, the repair cost through the brand is sky-high, making the users avoid the company service centers. Their next option is to trust the local vendors with their devices. However, there is no guarantee of service quality, spare parts, workmanship, or data security. This is where Xtracover steps in and bridges the gap. We offer high-quality repairs by experienced professionals, superior spare parts, and ensure data security, all within reasonable costs. We also offer extended warranties on refurbished devices. Currently, the maximum after-sales demand is for laptops and smartphones.
Do the clients want the after-sales service included in the product's price, or are they willing to pay for it?
Soumitra Gupta - Over the years, we have found that customers are more than willing to pay extra to extend their device’s warranty and purchase accidental damage protection and screen damage protection packs.
Do you use any IT technology to provide after-sales service for electronic devices? What techs do you use?
Soumitra Gupta - Xtracover prides itself on having world-class technology and a highly experienced workforce. We use our diagnostics tool, XCQC, to identify the problems in smartphones. XCQC is a standard certification of quality issued to ensure all smartphones sold on our platform are free of defects. Our in-house high-end CRM manages our repair centers and the entire flow. With 20 years of experience in repair and refurbishment, we have a team with expertise derived from long-term associations with OEMs and ODMs. Our repair factories follow the global ESD norms. None of these is available in the local shops or the unorganized sector.
How has your business grown in the last one year?
Soumitra Gupta - Between January 2021 and January 2022, we registered a 340% YOY growth in electronic devices shipment in urban areas and a 528% rise in the rural sector.