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  • Writer's pictureGreat Companies

Shaifali Agarwal Holani, CEO at Easy Fix

Great Companies: How did you get your idea or concept for the business?

Shaifali Agarwal Holani:

I joined as CEO for easyfix when I was 24. Back then the company was a six months old baby with as many systems and processes just like a newborn. Previous three years before easyfix, I spent in the Dainik Jagran group working with the Operations team. My job was to travel and get below-the-line marketing activities executed.

The idea came to me through a team of angel investors - Prosell - and I was attracted to explore it. They saw my work while working with Jagran for Nokia N8 Launch. I don't know how I got selected.

Two months later, I quit my Jagran job and took easyfix as an opportunity and a challenge. The overall business idea sounded absolutely feasible. I did wonder why was no one else doing it. But, e-commerce was pretty new at that time. While deciding, I thought this business was only about getting things done; people aren't doing as people don't want to deal with technicians. But, in my previous job, I was anyway managing field operations. And, Talking to technicians was never a problem for me. Customers need handy technicians, and Technicians need customers; Industry had massive scope for someone ready to take accountability for customer's service. The decision to join became easier as when working from easyfix's office in Pitampura, I would be 15 mins away from Rohini and my boyfriends' location. And, I came onboarded intending to go beyond Delhi NCR and expand operations to 10 cities in 1st year (but that didn't happen until 4th year). I had to learn so many things from scratch; finance, technology, negotiations, construction, and stuff like Figma that I never thought I could do.

Great Companies: What are the various Services provided by Easy Fix

Shaifali Agarwal Holani:

We have divided the business into five service verticals. We sign with various OEM, distribution, warehouses, logistics, and e-commerce companies and manage their product portfolio for warranty requests.

  1. Water plumbing technicians

  2. Electrical Appliances technicians

  3. Mechanical Machines technicians

  4. Furniture repair technicians

  5. Civil technicians

Great Companies: What makes Easy Fix different from hundreds of other similar service providers?

Shaifali Agarwal Holani:

Consistency, stakeholders retention, Steady and profitable Bls, team and our vision.

When clients join hands with us, they have almost never left us for competition. Few unhappy customers have been our greatest source of learning. Our proactive approach and passion for solving their problems have enhanced buyers' experience and customer relations over the years. We aim to free their service teams from daily scheduling and tracking customer experience when working with the easyfix team. Our cutting edge technology helps us provide then real-time tracking and build the trust that they are unable to get anywhere in the market.

  1. We are geographically the largest service provider with Next Day Delivery in over 350 cities for five service verticals and over 500 consumer products.

  2. We are the only service provider with furniture & Mechanical repair capabilities.

  3. We are the oldest, most experienced service provider with the most substantial infrastructure support and backing from Channelplay Limited, India's leading technology solutions company.

  4. We are confident easyfix has the best-cultured environment amongst its peers.

  5. Other than this, our values are customer-oriented. We take pride in working with technicians and helping them live a better life because of our efforts. We thrive on perfection and entrepreneurship.

  6. Our team can beat anyone in the market for their hard work and always keeping our word.

We keep a close eye on who is around. Who is trying to copy-paste existing players or anyone adding new values to the industry. I value everyone personally and take pride in staying ahead of the curve with sustained results.

Great Companies: What are the struggles and challenges you face?

Shaifali Agarwal Holani:

Struggles and challenges are a part of all living journeys.

My top 5 efforts -

1) Starting from scratch. With neither a silver spoon nor inherited money. I had to climb the learning curve through failures, setbacks, making mistakes and being resilient by not giving up.

2) I have had more critiques than friends. I have heard swampy gossips that question everything about me. I have been called selfish self-centred so many times. I have felt bad, hurt, angry and furious. But then I move on with my priorities and laugh such stuff off.

3) My maths was weak, and I struggled to understand how p&l and sheets get made. It took me time and much practice before I could use Xls like a pro -Ask probing questions to tech & finance - or end meeting with a wow

3) Limited money - Had to plan business expenses, fixed costs, operations, expansion, execution, people with limited resources and cash flow available. To expand, I had to make the business make the needed cash.

4) Finding a trusted team - Building trust in people can take time, especially when I was rather raw at 24 when I started.

5) Expanding needed scalable technology. It took multiple versions of tech stack before we could run on autopilot, the processes like - training, hiring, evaluations, audits, feedback, payout

Great Companies: How do you plan to grow in the future? What does 5 years down the line look like for Easy Fix?

Shaifali Agarwal Holani:

We will continue to grow more muscles and maturity on what we have built so far.

  1. By 2027 we will achieve our vision to be the largest employer of handy-technicians in the country.

  2. Marketing and stories - We are building an intimate and trusted brand for brands and technicians; our branding stories will say that more often.

  3. Replicate operations in the International market - With our existing clients selling in neighbouring Asian countries - Nepal, Bangladesh and Srilanka - who will use our products in the local language.

  4. Investors - After raising capital from Axilor venture funds in 2015, easyfix did not approach external funding. We plan to seek an external alliance to partner for capital & exposure.

Great Companies: If you had one piece of advice to someone just starting out, what would it be?

Shaifali Agarwal Holani:

  1. Be an early riser - This challenge will make all other challenges seem more manageable. Mostly, people don't know what to do after waking up. I strongly reconned a morning routine that includes - health, self-learning and family. “Keep your phone in the bathroom before going to bed”, - says MelRobbins

  2. YouTubing and finding mentors online - Out there -is an expert on every topic - posting their free content online. Search on topics you want to develop. Find people whose content you relate to, watch out for their lifestyle, and get inspired.

  3. Mentors - Don't shy in going to your mentors/coaches/seniors when you feel confused or stuck on a problem. As per the Indian constitution, all citizens have the right to freedom of speech and expression.

  4. Friends and society - laugh often and have friends you can meet and vent out your emotions.

  5. Writing - To prepare for anything meaningful, write your plan and run your team through your program before delivering to your audience/client/investor/agency/deal.

  6. Children - Learn from them - how original they are - and that you don't need to be anyone else but just you.

  7. Convert Hobbies into a passion - Pick an extracurricular activity and set your goal. Build a community that resonates with your values and practices.

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