Building After-Sales Backbone: Retail, Refurbishment, and Tech Innovation with Saurabh Luthra

In this insightful conversation, we sit down with Saurabh Luthra, a seasoned leader driving nationwide after-sales excellence, e-commerce scale, and affordability innovation across India.
This episode dives deep into the real operational challenges of high-volume retail, the complexities of nationwide service networks, the future of refurbishment, and how technology is reshaping customer experience.

A must-watch for senior leaders, innovators, product builders, and anyone working across retail, electronics, e-commerce, circular economy, or after-sales ecosystems.

⏱️ Chapters

00:00 – Welcome and Introduction
00:23 – Guest Introduction
00:36 – Overview of Saurabh’s Professional Journey
02:13 – Role of After-Sales in Customer Loyalty
02:37 – Managing Complete Product Lifecycle: Purchase to Disposal
04:29 – Should After-Sales Be In-House or Outsourced?
05:19 – Hybrid Service Models and National Networks
06:21 – Who Trains the Technicians?
07:52 – Tech Interventions Shaping After-Sales Consistency
09:37 – Predictive Analytics, Parts Forecasting & Field Readiness
10:44 – Performance Management, Transparency & Customer Expectations
12:14 – How Smart Devices Will Change the Service Landscape
13:59 – Complexity of Large-Scale Buyback & Refurbishment
15:26 – Four Pillars: Value Identification, Preservation, Maximization, Realization
18:58 – C2C vs Structured Buyback Models
20:55 – Supply Chain Traceability & Blockchain Possibilities
21:41 – Managed Marketplaces & Trust Solutions
23:29 – Trust Deficit & Data Protection Concerns
24:32 – Managing Nationwide Service Networks: Bottlenecks & Solutions
27:48 – Leveraging Offline Stores for Exchange Enablement
30:24 – Preserving Value Across India’s Diverse Customer Segments
31:54 – India vs Bharat: How Usage Behaviour Differs
33:45 – Importance of Upskilling Future Technicians
35:23 – Build vs Buy: How Large Organisations Decide
37:23 – Closing Thoughts
38:29 – Thank You Note

📌 Essential Links

Subscribe: https://lnkd.in/gxQHcPHx

Join the leadership community: https://lnkd.in/guzT64dz

For partnerships: https://lnkd.in/gBdY97dy

Profile of Speaker:   / luthrasaurabh  

#aftersaleservice #ecommerceindia #refurbishment #retailleadership #circulareconomy #customerexperience #reverselogistics #TechInnovation #DawdleLive #leadershipinsights #IndiaRetail #DeviceBuyback #serviceexcellence