World class, Multi Brand, Bike Service Outlets … the journey of Castrol BikeZone business

Castrol sees the big opportunity Source- SIAM, 2009 An ocean of 2 wheelers to service Large demand supply gap Space to offer something unique Vehicles on the road

An ocean of 2 wheelers to service

Large demand supply gap

Space to offer something unique

… with backing of a giant like bp, takes the next step Castrol, part of the British Petroleum Group Operations in 100 Countries More than 28,000 Retail sites Serving 130 lac customers every day

Castrol, part of the British Petroleum Group

Operations in 100 Countries

More than 28,000 Retail sites

Serving 130 lac customers every day

… builds a service offer Merchandise insurance Accidental repairs Lube change Light repairs Preventive maintenance Major repairs Service Offer

… and a strategy to deliver Strong service brand World class customer experience Sustainable processes

… identifies 4 simple needs of a 2 wheeler owner Trust Personal Attention Expert Mechanics Hi-tech equipments … and plugs the gap

Trust

Personal Attention

Expert Mechanics

Hi-tech equipments

… and plugs the gap

Castrol builds formats to deliver the proposition Unique business formats to deliver customer experience Maximize revenue per sq. ft. Formats and offerings, sharpened over time

Unique business formats to deliver customer experience

Maximize revenue per sq. ft.

Formats and offerings, sharpened over time

Brands its products… simple yet powerful Activ Service Prime service Silver service Gold service Platinum service

Activ Service

Prime service

Silver service

Gold service

Platinum service

Builds training facility …builds technical excellence

Soft skills training of frontline staff… delivers customer experience! Soft skills development through Experiential training Classroom training Role plays Informal training On job training

Soft skills development through

Experiential training

Classroom training

Role plays

Informal training

On job training

Offers VAS…retains customers Pickup and Drop Program Bike Doctor, an AMC program Packs for corporate customers 4-2 ka funda

Pickup and Drop Program

Bike Doctor, an AMC program

Packs for corporate customers

4-2 ka funda

… delivers marketing programs builds customer base

… ingrains sustainability through systems and business processes Painstakingly build processes Knowledge portal Business audits for traction Customer experience measurements Technical audits

Painstakingly build processes

Knowledge portal

Business audits for traction

Customer experience measurements

Technical audits

Adds a powerful merchandise program …more revenue/ sq. ft.

… and delivers an enduring and consistent performance Strategic focus Robust structure Solid systems Strong Skills Shared values

Strategic focus

Robust structure

Solid systems

Strong Skills

Shared values

… that’s Castrol BikeZone