Electric Vehicle Support Innovator Aims to Bridge Service Gaps in Pune
In Pune, a city witnessing a noteworthy ascent in electric vehicle (EV) adoption, Ashwini Tiwary stands out as an early advocate for this transformative shift.
During a period when the public remained largely skeptical of EV technology, he was already relying on a two-wheeler electric vehicle for his commuting needs.
India today has over 5 million EVs, largely led by two- and three-wheelers. Yet, the after-sales service gap persists (HT)
In 2017, I made a decisive shift, discontinuing the use of our last petrol vehicle. My family and I committed ourselves to commuting solely via electric vehicles.
I was not oblivious to the challenges, as I had been engaged for eight years in establishing EV skilling infrastructure with my Autobot Academy, he reflects.
At that time, intrigue about EVs was palpable. Strangers frequently approached him at traffic signals or parking lots, posing questions about performance, charging range, and potential breakdowns.
Despite his enthusiasm, nothing could have prepared him for the moment his own EV malfunctioned, requiring an agonizing two-month wait for repairs at an authorized service center.
Identifying the Service Gap
This experience illuminated a significant deficiency. “Individuals were eager to transition to electric vehicles but harbored doubts about the after-sales support commonly available for internal combustion engine (ICE) vehicles.
If a bike or car encountered issues, one could typically contact an authorized service center or a nearby garage for assistance. In contrast, in my 2017 experience, an EV required a two-month wait,” he elucidates, finding this scenario unacceptable.
Gradually, the broader EV landscape evolved. Improvements in charging infrastructure, with a proliferation of stations throughout the nation, facilitated increased adoption. Currently, India boasts over 5 million EVs, predominantly consisting of two- and three-wheelers.
Nevertheless, the service gap persists. “Most manufacturers claim that EVs need zero maintenance or repairs. The reality is starkly different; Pune hosts only 10 to 15 authorized service centers operated by EV manufacturers to service approximately 300,000 EVs.
The demand significantly exceeds their operational capacity,” he elaborates. This mismatch is evident both in Pune and nationwide.
His extensive research and firsthand experiences shed light on the daily challenges EV owners confront: long service wait times extending from one week to several months; an absence of roadside assistance that often leaves users helpless; untrained mechanics lacking appropriate tools or safety protocols attempting repairs; and a limited distribution of authorized service points, covering merely 30% of vehicles. Even urban dwellers often find themselves traveling 8 to 10 kilometers to reach a certified service center.
“My observations stem from over eight years of owning, testing, and documenting various EV brands—from Okinawa and Ather to Ola, Bajaj Chetak, Tork, and more. I interpreted these challenges not as mere frustrations but as critical data points.
Each prolonged wait at a service center and every unanswered call during a breakdown conveyed a singular truth: the systemic flaws within the ecosystem overshadowed incidental issues.
I discerned that the predominant barrier to EV adoption in India was not the availability of charging infrastructure, but rather the debilitating anxiety of potential stranding without reliable service or support,” he recounts.
Crafting a Solution
These insights prompted Tiwary to devise a comprehensive solution. Leveraging nearly ten years of expertise in EV skilling and engineering, he launched MY EV SERVICE.
“This initiative was not simply another garage; from the outset, it needed to be a developed system—an interconnected network and a trust fabric for India’s EV users,” he asserts.
The concept, though straightforward in theory, proved intricate in execution: enabling any EV owner to swiftly connect with a trained, verified multi-brand garage in Pune.
“The app had to allow convenient access to mechanics and garages while supporting multi-brand servicing; I also had to create a corresponding app for the technicians,” he articulates.
In conjunction with the digital platform, he established a tangible network of service centers dispersed across Pune.
By identifying and onboarding partners possessing some EV experience, he launched 15 multi-brand service centers across distinct pin codes in the city, each conforming to specified infrastructure standards.
When an EV driver encounters a breakdown or issue, they simply engage the MY EV SERVICE app to request what we term Roadside Assistance (RSA). A mechanic will arrive at the vehicle within half an hour.
The app employs AI to assess the issues at hand. If the matter can be resolved on-site, our technician arrives equipped with an innovative service kit.
In the event of a major malfunction, the vehicle is transported to our service center, ensuring repairs within 24 hours, he explains. Consequently, users can anticipate resolutions within a timeframe of 60 minutes to a day.
To sustain this efficient service, the company operates on three fundamental pillars: a physical network of EV-exclusive, multi-brand service centers following a franchise-owned, company-operated model; a proprietary technology platform enabling instant booking, live tracking, AI-enhanced diagnostics, and SOS-based technician dispatch; and a highly skilled workforce fostered through Autobot Academy, which trains and provides certified technicians at scale.
“Our model promises a 60-minute service response within a 1 to 2-kilometer radius, powered by AI and delivered by human specialists,” he comments, contrasting it with the protracted wait times typical of manufacturer-operated centers.
Facing Competition
When confronted with competition, he remains steadfast in his confidence. “Our rivals may have extensive networks, but we possess decades of embedded knowledge, tools, and a talent pipeline they cannot duplicate,” he avers, acknowledging that many contemporary players are legacy companies pivoting from ICE to EVs with insufficient foundational expertise.
Meanwhile, OEM service centers cater solely to their brands, serving only a fraction of the overall EV population. Pitstop boasts a robust ICE network but is devoid of EV-exclusive infrastructure and certified technicians; GoMechanic remains largely dormant post-restructuring; SpeedForce has a limited regional reach; myTVS is closely tied to specific OEMs; and OEM service centers servicing merely 30% of the fleet.
Internationally, models such as Rivian Service, Geely’s EV Service Network, and Europe’s EV-Box Service reveal the premium attained through dedicated EV service frameworks. MY EV SERVICE aspires to cultivate a comparable ecosystem in India.
His unique selling propositions lie in the establishment of EV-exclusive infrastructure, innovative diagnostic tools, standard operating procedures, a robust technician pipeline supported by Autobot Academy and Skill India, a decade’s worth of multi-brand service data, and a technology platform meticulously tailored for EV servicing.
Financial Investments
Tiwary has invested ₹30 lakh in the development of the MY EV SERVICE SaaS platform, comprising two AI-powered applications, proprietary tools, laboratory testing for operational protocols, and a technician recruitment initiative.
“I aim to secure an additional ₹50 lakh in a pre-seed funding round, followed by ₹5 crore for the enhancement of AI technologies, marketing strategies, and expansion of the network,” he reveals.
With operations poised to commence this month, he anticipates revenues between ₹2 and ₹2.5 crore in the first quarter, estimating that each service center could yield ₹2 to ₹3 lakh monthly.
Future Aspirations
Currently, 15 MY EV SERVICE centers are set to launch in Pune, with ambitions for expansion to 80 centers across Maharashtra’s Tier 1 and Tier 2 cities, such as Mumbai, Nashik, Nagpur, Solapur, Kolhapur, and Sangli.
Ultimately, the objective is to construct a comprehensive nationwide network comprising over 400 centers. “I aspire for Autobot to emerge as the category leader in the imminent future,” he concludes.
Source link: Hindustantimes.com.
