New Delhi, May 15, 2015
In what can be a game changer in standardizing the unstructured and haphazard local home services marketplace, Mr. Right, a leading home service aggregator, is launching a pilot program called ‘Elite Fleet’, in which the company has set up an exclusive network of home service professionals aimed at providing top-notch home repair related services to customers across Delhi NCR.
The ‘Elite Fleet’ will be automatically alerted about customer cases in real-time via a pro-facing mobile application specially built for home service professionals. As soon as a customer books a repair or service case with Mr. Right such as plumbing, electrical work, air conditioning, home or car cleaning, pest control etc., the notification will be automatically sent over to the pros without any manual intervention or tele-conversation with a customer service executive, a process most service aggregators are currently practicing.
MAYANK AGRAWAL, CO-FOUNDER AND HEAD OF OPERATIONS AT MR.RIGHT shared some key insights into the challenges they face as a service aggregator and what inspired them to come up with this solution. Mayank said, “We have done a lot of ground research and put in countless hours to understand the real challenges of both customers and service professionals alike when booking a case. There was a lot of friction in between a customer booking a case and the pro getting notified about the job. Most of the cases had to be assigned to pros manually through calls and messages. With our Mr. Right Pro app, case assignments will be automated (when booked using Mr. Right Customer app) and no manual intervention or telecalling will be required in assigning a pro for a booked case.”
When booking a case at Mr. Right, customers have the flexibility to choose from a range of sub-services within 11 main service categories including cleaning, car wash, computers, appliances, carpentry, plumbing and electrical works. Customers may also choose a time as per their convenience and may even book a case for future appointments.
PRASHANT CHAUDHARY, CO-FOUNDER and head of technology at Mr. Right said, “Finding a solution to automatically assign pros was the greatest hurdle we were facing towards streamlining the whole cycle. Calling up pros over the phone was not the solution as it slows down the entire process. It wastes a lot of time and also negatively affects the operations team’s productivity and efficiency. Now that cases will be assigned automatically, our operations team can more focus on quality service and spend more time coordinating with pros on how to enhance customer experience.”
The ‘Elite Fleet’ program is launching this week and will be operational in Delhi NCR. Over the next few weeks, the company will be closely monitoring and analyzing the various implications and effectiveness of the program including identifying technical bugs and gathering feedbacks from both customers and service professionals.
Mr. Right had launched their Customer app http://www.financialexpress.com/article/industry/jobs/mrright-services-launches-mobile-app-to-hire-home-service-professionals-in-delhi-ncr/56456/ back in March 2015 for both iOS https://itunes.apple.com/us/app/mrright.in-hire-local-pros/id966110610?mt=8 and Android https://play.google.com/store/apps/details?id=in.kaaryaa.mrright.customer&hl=en mobile platforms. Currently, customers can book a case with Mr. Right via their mobile app or by visiting their website at www.mrright.in