Ola Electric has recently initiated a new service campaign in response to a surge in customer complaints, which reportedly reached 80,000 per month. This initiative aims to address the growing service-related issues that have plagued the company and enhance the overall customer experience.
As one of India’s largest players in the electric vehicle (EV) market, Ola Electric has faced scrutiny over its service capabilities. In light of recent media reports highlighting the mounting challenges, the company is taking significant steps to improve its service network. To this end, Ola Electric has launched a new EV Service Training Program as part of its ‘Network Partner Program.’ This program aims to train over 100,000 third-party mechanics, equipping them with the necessary skills to service electric vehicles across the country.
Starting from October 10, 2024, Ola Electric will implement a phased rollout of its quick-service guarantee. Under this initiative, customers whose vehicles require service for more than a day will receive a complimentary Ola S1 scooter as a temporary replacement. Additionally, customers enrolled in the Ola Care+ subscription plan will benefit from free Ola Cab coupons until their vehicle service is completed.
Ola Electric operates through a direct-to-consumer model, boasting over 500 experience centers and 431 service stations across India. These service points operate using a hub-and-spoke model, with major service centers in urban areas stocked with comprehensive spare parts, while smaller touchpoints exist within the experience centers. The company aims to expand its network significantly, targeting 10,000 partners across sales and service by the end of 2025.
In a statement regarding the new campaign, Bhavish Aggarwal, Chairman and Managing Director of Ola Electric, emphasized the company’s growth over the past three years, stating, “We’ve built a community of over 700,000 and have established a leading market position. Currently, we have around 800 sales stores but only about 500 service centers. With the launch of #HyperService, we are expanding our network and providing a best-in-class ownership experience with on-demand, AI-powered service.”
Despite maintaining strong sales figures overall, Ola Electric experienced a notable decline in August 2024, with the Ola S1 series reaching its lowest monthly volume of 27,506 units—a 34% drop compared to July. This decline also resulted in a reduction of Ola’s market share in the electric two-wheeler segment, which fell from 39% to 31%. The new Hyper Service initiative seeks to address these challenges and improve customer satisfaction moving forward.
