JAGDISH KHATTAR

Hi Friends,

Just about 3 years back is when we rolled out Carnation and as I reminisce the years gone by I must share with you that when we started the journey of Carnation, we did not base it on any formal market research or surveys. Experience, interactions with car owners over all these years and an assessment of their needs is what formed our business model and the processes. 

I share this with you because you all have been a part of making our assumption a reality. Today over 2.5 lac customers have visited our hubs and that gives me the satisfaction that our assumption stands validated. I am truly humbled at the overwhelming response and faith that customers have reposed in us and our venture and it has been our honest effort to live upto your expectations. Many have appreciated our services. Our apologies to those whose expectations we could not live upto. Thanks to all of you who made the effort to write to me directly and we have tried to take remedial measures and improve basis that. 

I must also acknowledge that during the days of starting up, it was my enthusiastic and committed team who were even more bullish about the business model. Their enthusiasm and belief is what reinforced my confidence in this venture and gave me an impetus. Today we have set up not only the service hubs but also launch the entire gamut of Auto solutions simultaneously. Proud to say that we have 25 Hubs, with the 26th in Ludhiana to open shortly spanning across 16 cities spanning from Amritsar in the North to Cochin in the South.

Accessory stores, Workshop on wheels, a revolutionary concept that changes the dynamics of Car servicing experience. Today Corporates, Malls, Condominiums and HNIs’ as a part of their value offerings to their residents, employees and customers are seeking to provide doorstep servicing through the ‘workshop on wheels’. This service van visits the premises and provides collective servicing facilities to groups of car owners.

Our certified Pre owned cars have extended the offering to customers providing them an additional facility of Car exchange through which a customer can exchange his old car for another pre owned car or a brand new one of his choice. All under the same roof. However to strengthen our brick and mortar presence across the country and offer its value proposition to customers, Carnation is paralelly also working on an online business model which will facilitate car sale, purchase and exchange across the length and breadth of the country. 

Carnation not only offers a State of the Art Body shop facility and cashless insurance facilities through its tie ups with most leading Insurance companies but is also providing Insurance renewal facility powered by SMC 
Ours is a new business model offering not only Car Service but complete Auto solutions and like any pioneering venture we have also faced and continue to face our share of challenges.  Attracting skilled manpower and retaining the same, Arranging spare parts with an environment where OEMs’ many of whom do not have an after-market supply network, Creating an awareness about the brand and its offerings without deep pockets to get into mainline advertising, and real estate which obviously came at prices which were way too high. Credit to the team for facing all the challenges with passion, grit and determination. We have traversed quite a distance and I must also acknowledge that a lot of our processes and systems are today in place because of the strength our partnerships bring to the table.  Our investment into SAP has greatly streamlined our processes and billing systems and ensured the ability to scale up in the future. Outsourcing our CRM function to Genpact has ensured implementation of the best processes and adherence to the best standards for customer acquisition and Post service follow up. Even as I find ourselves having accelerated our stage of consolidating operations over the last few months and making significant progress in the same, I am excited because I find the team already preparing for the next phase of expansion. 

So till next time keep your suggestions, ideas and feedback coming in as always. We do realise that expectations are high and our constant attempt is to not only meet expectations  but exceed them.

Jagdish Khattar