30 December 2021
HINDSIGHT IS 20/21: AutoApp Operations looks back

What a year 2021 has been! We caught up with the AutoApp Operations team, who share what the first full year in operations has been like, and what they’re looking forward to for 2022.

As we reach the end of 2021, AutoApp has just undergone its first full year of operations. Since its launch in July 2020, it has been nothing short of challenging. As if starting a new, tech-enabled end-to-end car after-sales app isn’t enough of a challenge, launching in the thick of the COVID-19 era of Circuit Breakers and Heightened Alerts has made it an interesting year, to say the least.

Nonetheless, we look back on a good year at AutoApp, with happy customers and good reviews to boot. At the heart of our business is the AutoApp Operations team, whom many of our customers will recall as key points-of-contact for every job. We caught up with Alvin Tan, Operations Director; Kenneth Yeo, Operations Manager; and Rakesh Kannan, Senior Service Ambassador, who reflect on the year past.

What do you remember most about your first year in business and what are you looking forward to in 2022?

Alvin Tan (AT): While the changing COVID-related rules were disruptive enough for anyone, we also faced challenges on the app development front. Unforeseen technical glitches were just some of the teething issues we had to work on. That being said, we were still able to serve our customers, and AutoApp still grew year on year! I’m happy that the issues are resolved and we can look forward to even more app downloads

Kenneth Yeo (KY): The changing pandemic-related rules and regulations brought some uncertainty to the business. However, overall, it was still a busy year with lots of new opportunities. 

Rakesh Kannan (RK): Despite the challenging year, I am happy to see returning customers with whom I have built good relationships.

What were some of the expectations you had at the start of 2021, and how has that panned out for you?

AT: On the partnership front, we’ve had workshops approaching us for collaborations, so that’s really positive and encouraging. Finally, we expect AutoApp to become more of a household name… We still have work to do!

KY: We had an exciting year of expansion (staffing, products and services), as the word got out about AutoApp and what we were able to do for our customers.

RK: I was looking for opportunities to progress my career with AutoApp and found it. Not only was I able to transition from part-time to full-time employment, I was also promoted to Senior Service Ambassador within a year!

Every business has its ups and downs. With COVID-19 looking like it’s here to stay for the immediate future, what were some of the struggles you encountered in 2021, and what do you foresee might be some of the challenges in 2022?

AT: With the relaxing of COVID-19 restrictions, we expect to see further growth for AutoApp! I foresee the key challenge in 2022 will be to hire quality people that will help us in our growth plans. And also, to maintain the consistency of the 5-star rated excellence that has defined the AutoApp experience for all our valued customers thus far. 

KY: It was a challenge to ensure that our customers, staff and partners were safe from the threat of exposure from COVID-19. With the implementation of monitoring systems, regular testing and sanitisation practices, we’ve managed to keep everyone safe. We will continue to do this for 2022, and evolve with every situational change.

RK: In addition to the COVID-19 restrictions, managing the occasionally erratic job schedules will be something that we will need to work out, while always being prepared for unexpected changes.

A lot of the work you do puts you in contact with customers, both potential, new and returning ones. What has that experience been like for you?  

AT: Being of service to our customers has been enriching and rewarding. Getting to interact with our customers at a concierge level, understanding their wants, needs and requirements puts us at the forefront of understanding the demand side of the industry. We’ve met all kinds of customers with a spectrum of expectations and had the pleasure of serving them all. This may sound cliché but we really mean it when satisfaction is the common denominator of every customer we serve is a smile accompanied by a 5-star review. AutoApp customers receive a pampered, concierge convenience like no other and I daresay we are one of the few, if not the only ones in the industry to enable such an experience at a good price point. That is what I call a value-for-money proposition!

KY: The experience has been nothing less than positive, with lots of enquires from customers excited about our end to end concierge services. Some found it novel, others expressing relief that they no longer had to deal with the chore of car maintenance. 

RK: In dealing with so many customers, I’m always learning different styles of communication to work out their needs and expectations. I also enjoy coordinating with workshops so that the customer gets exactly what they want for their cars. It is immensely satisfying when it all this comes together and happy customers review my work and the app positively.

As we countdown to 2022, what do you most look forward to in the new year with AutoApp, and what are some of the aspirations you have?

AT: I hope more customers will discover and recognise AutoApp for the convenience and time it will save them. Finally, we aspire to be a household name! 

KY: I look forward to the launch of new products and services, to reach new customers and serve the existing ones even better than before, with the same convenience, service quality and personal touch that our customers have experienced thus far.

RK: I’m looking forward to helping continue growing AutoApp so we can help even more customers. With this growth, I’d also like to see more Service Ambassadors join us and I look forward to training and mentoring the newcomers so I can share the wealth of experience we have built up!

To all our customers, thank you for your support and trust! Happy New Year, and see you in 2022!

Want to learn more about what AutoApp has to offer? WhatsApp us at 91-028-028 for more information!