Inside Ola’s Service Network: Enhancing the EV Ownership Experience
Ola Electric has embarked on an aggressive, technology-led service network expansion that seeks to give every Ola electric scooter buyer great after sales support.
Rapid Expansion: 3,200 new stores opened
The Bengaluru-headquartered electric vehicle giant has quintupled its network across the country, to an awe-inspiring 4,000 outlets in early January 2025. 3,200 of these stores are co-located with service facilities, which means that the service network has increased six fold, from about 800 outlets in October to over 3,200 in January 2025 – a scale and speed unprecedented in the two wheeler world. And this is just the tip of the iceberg.
1 Lakh Third Party Mechanics Empanelled
The next big initiative from Ola Electric is that of training third party mechanics to service and repair the S1 range of electric scooters. 1 lakh mechanics across India will be trained under this program, enabling them to dispense service nearly everywhere in the country. This initiative is meant to take Ola Service as close as possible to the customer so that even far flung areas are able to access service for their Ola S1 range of electric scooters.
The other big aim of this move is to reduce pressure on Ola Electric’s larger service centres as customers needn’t visit the larger centres for minor issues. The Ola-trained technicians closer home will be able to handle routine service and most minor issues. Lower pressure on Ola’s larger service centres means better quality of service. This move will also create micro-entrepreneurs out of mechanics who tie-up with Ola Electric.
Quick Service Guarantee
The two aforementioned moves have allowed Ola Electric to offer a quick service guarantee to its customers through which the brand is able to turnaround electric scooters coming in for routine service and minor repairs in just 1 day. Customers who have to wait longer are given loaner Ola S1 scooters. Those who have opted for the Ola Care+ package get transport coupons that can be redeemed on Ola Cabs. Again, Ola has kept customer centricity at the top of things while trying to make service quality world class.
Industry best warranty and service packages
Ola Electric now offers an 8 year/80,000 Kms extended battery warranty, which is the best-in-industry. This is not all. The battery warranty can be further extended to 100,000 Kms, and even 125,000 Kms upon payment of Rs. 4,999 and Rs. 12,999 respectively. This move is meant to give Ola Electric Scooter buyers total peace of mind, and also support them in the rare cases where batteries degrade over time. Considering the fact that Ola electric scooters are very popular among gig workers, the extended warranty on the battery comes as god-send.
AI-Powered Diagnostics And Repair
AI, an acronym for artificial intelligence, is the buzzword now. A tech-driven company, Ola Electric, has begun a pilot AI-powered diagnostics program that will identify issues on electric scooters before they become serious, and warn owners. This will allow owners to quickly get help from Ola’s service centres. This feature, currently in Beta testing, will soon be made available to all Ola S1 electric scooter owners. Ola has also rolled out an AI powered chatbot that assists owners to troubleshoot issues, find nearest service centres and also schedule appointments.
Through a series of such customer-centric measures, Ola Electric aims to deliver a world class service experience to its electric scooter customers across the country.