Vaneeta Punchevdi | 17 Apr, 2015
Our new government has allotted significant number of funds for programs like NREGA and the likes. However, in my personal opinion, the efforts are more on making them earn but not on making them earn while uplifting their standard of living and working professionally. Currently the work that the servicemen on NREGA scheme do is mostly construction, large contracts and heavy duty work. Its not focussing on customer service and B2C market. I feel private organisations like EASYFix can really work in synchronization with the government towards a common goal, said Shefali Aggarwal, co-founder of EasyFix.in in an exclusive interview with SME Times.
Its not easy to sustain in such a high pressure industry. One must be prepared to handle and resolve issues such as, harshness from customer, false promises of servicemen and other on ground realities, added Shaifali Agarwal.
Excerpt of the interview...
What is EASY Fix.in; please tell us something about it?
Shaifali Agarwal: EASYFix Handy Solutions India Pvt Ltd is India's most pioneering and professional online one call repair and maintenance service provider. Plumbers, Electricians and Carpenters are required in routine yet finding them is inconvenient and hectic. Now, customers don't have to search, instead book a complaint online or call on 0124-6618888 and make their bookings.
Currently EASYFix services are available in Delhi NCR, Bangalore, Mumbai and Pune and soon to be launched nationally.
EASYFix as a concept was born in March 2011, but it started its operations in July 2011. We feel delighted to posses the 1st mover advantage in the industry and we are working strong to maintain our curent average customer satisfaction rate of 4.7 out of 5 by providing a great customer experience.
We have worked-reworked and -moved from model 1 to model now and have identified a process through which we are able to replicate the operations PAN India.
I believe in building a transparent and process led business model. We work around our - clearly identified - values and policies, with zero tolerance for certain bullet points in the organisation, we have a very employee friendly work culture.
Our Business formula is to deliver excellence in what our stakeholders have been looking for since a long time now.
What motivated you to start EASYFix?
Shaifali Agarwal:When I had to go through the common set of questions like.. Where do I get the carpenter from? Even if I can find him on Just dial or google... but, will he show up on time?, Will it be safe?, How will the quality be? Can I give him advance for the work that needs to be done? I questions were unanswered, I had to take the risk and get my furniture made. I surely had a very bad experience.
I was at a stage in life where I wanted to start something on my own... I decided to tap the opportunity. When there could be a cab on call then why not a Plumber? It's a real need based business model, where generating demand will never be a problem. Our emphasis on great services delivery is automatically ensuring customer loyalty and WOM marketing
AND!!! That's how I got onto the idea.
When I discussed this idea with Sundeep who was a friend, an entrepreneur, an investor and now my husband. He decided to fund the company.
Sundeep is currently working as an advisor and seed investor @ EASYFix.
How EASYFix works?
Shaifali Agarwal: Our customers call in with their problems, based on their problem we send in the right technician, as per the customer's convenience. We charge Rs. 250 as a basic visiting charge (adjustable with the work). The customer is charged on the basis of the rate card and is provided a receipt for this also.
Though we do not provide any raw material, however if the customer wants our technicians can procure them at an additional charge of Rs. 100.
We also give occasional discounts and scheme that we run from time to time.
Servicemen registrations is one of the most important aspects of the delivery cycle, we go through, comprehensive rounds of screening and selection process. It is followed by post-training evaluations, helf on job. All our technicians undergo proper police verification and a training course for dealing with the customer.
This is a unique type of service which your company is providing, what type of response you are getting from your target audience?
Shaifali Agarwal: Customer acceptace for a service like EASYFix has grown drastically in last 4 years and its bound to grow more and more. With growing want for conveneint in our target groups life, we clearly see an opportunity for a great need for professional service like EASYFix. The current alternative available without a professional services is very unpleasant and unprofessional.
The positive response rate from all our customers has always motivated my team and myself to work harder. We feel WOW when our customers write to us or talk to us about their great experiences with EASYFix.
All consumers today look for a professional, quick, safe and convenient services. The local servicemen who are not employed have to go through the common set of unanswered questions and EASYFix provides a permanent solution for all their issues. They are no more on daily wages they have financial stability they get to work in a respectable environment, where they enjoy the benefits of PF, pension insurance, Diwali celebration in office etc.
In four years of your start up how you see the success of EASYFix?
Shaifali Agarwal: In one word I would say â Acceptance
Firstly - Acceptace from customers and their loyalty to EASYFix and second Acceptace of working professionally by servicemen associated with EASYFix.
Repeat customer rate of 46%
Call booking to converstion rate of 90%
Serviceman rating of 4.7/5
Total earning of 1.8 crore by servicemen network of 430 servicemen (last financial year).
What are the drawbacks of your industry?
Shaifali Agarwal: Well, in long term there are no drawback. Having said that, its not easy to sustain in such a high pressure industry.
One must be prepared to handle and resolve issues such as, harshness from customer, false promises of servicemen and other on ground realities.
At the end there are no drawbacks of running in any industry, all have certain advantages and disadvantages.
As an SME (Small Medium Enterprises) owner what kind of problems you had faced?
Shaifali Agarwal: Not as many as most other startups face as from the very inception we bootstraped with ChannnelPlay for our Recruitment, administration, technology and other support functions.
We faced the general industry related challenges â like all â changing customer mindset, bringing professionalism to the servicemen behaviour. But with time we have been able to overcome these challenges and run in a much more controlled environment.
Do you think government is adequately supporting small businesses?
Shaifali Agarwal: In our last budget, our new government has allotted significant number of funds for programs like NREGA and the likes. However, in my personal opinion, the efforts are more on making them earn but not on making them earn while uplifting their standard of living and working professionally.
The currently work that the servicemen on NREGA scheme do is mostly construction, large contracts and heavy duty work. Its not focussing on customer service and B2C market. I feel private organisations like EASYFix can really work insync with the government towards a common goal.
