Challenge
Sales outpaced service capacity within 18 months of launch. Parts were air-freighted ad-hoc, wait-times hit weeks, and warranty claims piled up unprocessed — customer satisfaction collapsed.
All selected work
OEM Southeast Asia
Building a 120-dealer after-sales network across Southeast Asia
A Chinese EV brand was selling strongly but bleeding customers on wait-times and warranty friction across five SEA markets.
- 120+
- service outlets onboarded
- −42%
- average repair turnaround
- 34 → 71
- CSAT score (NPS-equivalent)
Approach
Designed a tiered service-network model (hub / satellite / mobile), built a regional parts-distribution flow, standardized warranty policy per market, and rolled out a dealer enablement and certification program.
Result
Onboarded 120+ outlets across five markets, cut average repair turnaround by 42%, and lifted CSAT from 34 to 71 within two cycles. The brand renewed distributor exclusivity based on service performance.
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