February 12th 2018 was a landmark day in the journey of the Eklavya Project. On this day, we launched the technical helpline, a first of its kind initiative, to provide free of cost on-call technical support to two-wheeler mechanics to help resolve any queries they may face on the job. Today, one year and ten months later, we’ve reached yet another milestone: More than 1000 queries have been received on the helpline.
The response received on the helpline since its inception has been overwhelming. Previously, once stuck, the mechanics found themselves in a helpless situation as they did not have anybody to reach out to for seeking help while servicing or repairing their customers’ two-wheeler. As a result, the mechanics would eventually lose that customer and would sustain a loss of income. However, in a short time, the helpline has drastically helped in reducing such instances for the mechanics that call on it.
Queries about issues related to wiring, brake, current, battery, engine, starting problem, missing problem and mileage problem are received on the helpline most frequently.
Not all queries can be solved through telephonic assistance; however, we’re able to resolve almost 70% of the total queries received.
Not only has the helpline helped in positively impacting the income of the mechanics, a big tangible, but there have also been several intangible benefits too. To know that there is technical expertise, offering real-time, free of cost, technical assistance has invariably enabled the mechanics to take up more business, more confidently. Bikes are repaired in a time-bound manner, the customers are happier, the mechanics can get more references and most importantly tackle the same issue on other customer bikes with a lot more ease.
In the words of our mechanics, the helpline has indeed proved to be a lifeline for them.
Over the last 6 months, we’ve improved the query resolution process drastically. This has helped reduce the response time to less than 30 minutes. Further, calls are attended through a CRM software which helps us to constantly monitor the quality of the solution being offered.
Moving forward, we will be reaching out to all the mechanics we have trained in the past, refreshing their memory about the helpline number, informing them about its benefits and urging them to make use of this service in an attempt to increase the traffic received on the helpline and hopefully serve a much wider audience. Our aspiration is to serve all independent two-wheeler, local mechanics, across India especially those in most remote parts of the country, through the technical helpline.
Eklvaya is a CSR initiative of Castrol India jointly implemented by Empower Pragati & Pravah to upskill two-wheeler local mechanics, who have limited access to technical education, with an aim to enhance their skills and technical knowledge resulting in a better livelihood opportunity for them. Since inception, we have upskilled 9000 mechanics till date across more 20 districts in India.