When was the last time you went out to fix a glitch on your smartphone and were completely satisfied by the service? Never, Right?
Most of the times, you are bound to come across your next-door gadget repair shop who see this opportunity to extract erroneous amount of money for petty repair services which lead to a lot of customer dissatisfaction and they’re left with no other option but to unwillingly opt for a new phone. With increasing affordability of the smartphones, tablets, laptops and other electronic gadgets, people are more tempted to buy another new product by spending way more extra bucks rather than fixing the problem at hand.
The founders Satvir Singh (CEO) and Nitin Tomar (Co-founder) did an extensive research about this problem for almost two years and came up with the brilliant idea of an online gadget repairing service in 2017 and named the company Fisixworld.
An MBA graduate himself, Satvir Singh believes that of all the things that drove him to come up with this plan, the most important of all of them was never letting go of his dream. It is something which inspired him to achieve his goal. The message which he wants to preach and convey to other fellow entrepreneurs is that if there is one thing that should absolutely not be compromised and be kept at the top most priority is the customer satisfaction. A happy customer is a loyal customer. If you can’t keep your customers happy, then no matter what practices, policies or investments you use, your business is bound to fail sooner or later.
We are publishing the success story and interview with Mr. Satvir Founder & CEO, Fisixworld Technology Pvt. Ltd.:
Q.: What is the problem you are trying to solve?
Ans: The electronics and smartphones repair services industry are in need of repair in minimum TAT Time. Over the 5 years to 2019 industry revenue is expected to fall at an annualized rate of 0.7 to $15.2 billion. Revenue is expected to decline 1.0% in 2019 alone as private investment in electronics and software increases. The increasing affordability of electronics and smartphones has prompted consumers and businesses to purchase new products rather than replace their existing equipment, leading to a in industry demand, this trend has hindered the potential for consumers have typically opted to purchase more advanced products and scrap damaged or outdated goods.
Q.: Can you share with us any insights that led you to believe that this is a big enough problem?
Ans: Being in a Electronics era, repairing electronic gadget service is a major issue because gadget repair service is time taking, repair services are expensive, quality service is not available, etc. Our aim is to provide the best man power and services to the clients. It requires a lot of technical knowledge to deal with each query in repairing business so we had to hire best repairing engineers. We overcame all our loopholes and established this business. The best bet with Fisixworld is we take care of every brand of Smartphone and Electronics goods that is available in Indian market right now, with rates and quality that is second to none.
Q.: Tell us about the Product / Solution. Explain how you went about the Product-Market Fit Process.
Ans: We provide electronics gadget-oriented post sale services, as per our data E-Commerce market is growing to a great extent. Like any other E- Commerce website, we provide online mobile repair services, which is one of its unique concepts till date. Other than Online Services we also have our store in Pan India to provide offline support as well. We can repair any gadget and our customers pay us after they are satisfied with the service. We were fitted in the market as we provide service within the comfort zones of the customers.
Q.: What is your USP?
Ans: Our motto is “Happy Customers Are Loyal Customers.” Our services is in four easy steps, first the customer books repair online adding all the details about the problem in the device then we send our delivery boy to pick up the device from the address mentioned. In the next step we diagnose the device and repair it and send it back to the customer safe and solid with all their data intact. One thing that sets us apart from our competitors is our guaranteed service. We guarantee within 24-hour repair with 6 months warranty & home picking of gadget, safety of data and most importantly payment after customer satisfaction. We charge after we deliver the gadget to the client and they are satisfied for the fact that their device is completely repaired.
Q.: What would be your goal to accomplish in the next 6 months?
Ans: Well, the corporates today are equipping their employees with phones. For these customers one of the major concerns is the time taken to fix the phones. Thus, with an aim to gaining a foothold in this market, the firm is in talks with a few vendors in the IT and Electronics space.
Furthermore, the venture aims to expand its presence in ten Tier 1 cities by the end of this year. We are also looking to launch our app for Android and iOS.
Q.: What message do you want to convey to fellow entrepreneurs?
Ans: As an entrepreneur I would say the biggest challenge which you will face will be the satisfaction of customer. Customer satisfaction should be your core responsibility. Because if you can’t satisfy the customers your business will fail.
Q.: Any other information you would like to share?
Ans: Never give up on your Dreams. As dreams are the only thing in today’s time that will help you achieve your goal.
Ever since its inception, Fisixworld has been almost doubling in size every year and is now a key player in the market. There are in total four major steps involved in their service which are listed below:
- Booking your repair problem online: Fisixworld claims to repair all the electronic products present in the Indian market. Starting right from broken screen, battery, charging point to cameras and speakers, Fisixworld has everything under their radar and that too at the most affordable prices. You will need to specify your problem along with the model number, brand name, type and other specifications of your electronic product or device. You can also attach the pictures or photographs of the technical snag that you are facing.
- Free pick-up: After the order has been placed by the customer, a delivery boy is assigned to pick up the cell phone/smartphone/tablet/laptop at your address which you mentioned while placing the order online. This service is of course free of cost and after the pick up the device is sent for repairment.
- Diagnosis and repair: Fisixworld always employs class technicians and takes pride in its skilled workforce which is collectively capable of solving any problem within 24 hours. The icing on the cake is the fact that they provide an additional six months warranty to the device on which they have performed the repairment.
- Receive and pay: The final payment is to be made only when the product is delivered to your address and you are satisfied with the repair work done by them. You don’t need to pay a single rupee if you can spot a bug in their services and it will be resent for further diagnosis and repair. However, this is extremely rare and almost all the times the customers are delighted with the job done.
Fisixworld always installs genuine parts and all its repairs are professionally certified. But wait. This is not all. The cherry on top is the fact that along with the 6 months warranty, they also offer 100% data security. That is, you can be rest assured about your personal data and storage in your device. It will be untouched and there will be no breach in your privacy whatsoever.
The future plans of Fisixworld are also very ambitious and noteworthy. They plan to open a whopping 1,000 stores across the globe by next year. Other than online repairing services, they have numerous outlets and service centres across the nation where the same job is done while keeping the customer satisfaction at the top priority and payment is accepted only after the customer has approved the repair work. One can easily purchase refurbished devices, parts and accessories at their exclusive stores.
As listed on their website, the current market size is near about 16 million till date and is expected to grow at a tremendous rate from here as well. After all, Fisixworld is currently the fastest growing online and offline gadget repairing brand in India.
There is no shortcut to success and no substitute for hard work. The strategy which was developed after an intensive research and study of almost two years is finally paying rich dividends. One of the most popular analysis i.e. the SWOT analysis which focuses on gauging the parameters of Strength, Weakness, Opportunities and Threats has helped Fisixworld to grow by leaps and bounds.
Necessity is the mother of invention. By seeking out and spotting opportunities which can be made profitable, are eco-friendly in the long run and are sustainable, one begins to lay the founding stone of the start-up. The part and parcel of this whole cycle can’t be summed up in terms like networking, observing, orienting, deciding and acting (OODA). One of the prime reasons of why this start-up is currently at the pinnacle is because of the extensive research of the national and international market and industry that was carried out by the two founders before they began their venture.
We hope that you enjoyed going through this article. Do let us know if this post made the entrepreneur in you beam a little and gave some hope of getting your hands dirty out there in the start-up world. And who knows? The next person about whom we write turns out to be you!