Vivek Joshi, the founder of India-based start-up Entytle, has spent 20 years in senior roles in manufacturers worldwide and has a deep understanding of the aftermarket and services business model. He highlights the crisis facing manufacturers, as their aging workforce with decades of experience is retiring, leaving a gap in knowledge and expertise that is crucial for the aftersales market. Without this tribal knowledge, manufacturers will struggle to serve their existing customers well.
To address this issue, Entytle has developed a purpose-built intelligence platform that leverages modern data storage techniques and machine learning to provide actionable insights. By utilizing data about customers and their equipment, the platform can make recommendations on when to contact a company based on past interactions. This technology aims to institutionalize the knowledge that experienced staff possess, helping manufacturers better serve their customers.
Founded a decade ago, Entytle now employs around 85 people and generates revenues of around $5 million annually from its 50 customers. The company has raised $14 million in funding, with Accel India as its leading investor, and is now profitable. As Entytle seeks to grow and scale, the challenge lies in convincing manufacturers to invest in its platform amidst the digital transformation imperative where multiple technologies and vendors are competing for attention.
The platform’s potential for swift payback is highlighted through case studies, such as Duravant, which saw a 20% increase in aftersales revenues after adopting Entytle. By automating processes and providing proactive customer outreach, Entytle helps manufacturers extend their customer service capabilities while boosting retention and purchase frequency. Entytle’s focus on incorporating unstructured data, such as sales notes and phone calls, into its platform is a top priority for expanding customer insight.
Despite impressive reviews on procurement sites, Entytle faces competition from traditional customer relationship management providers and new entrants offering specialized solutions. However, Joshi believes that his background in the manufacturing sector gives Entytle an edge, as he understands the inner workings of these businesses. Addressing the need for a new solution in the face of retiring experienced staff, Entytle continues to innovate and seek ways to support manufacturers in the post-sale phase of their business.
With a focus on expanding the data incorporated into its platform and serving a wider range of customers, Entytle looks towards the future. By leveraging its technology, the company aims to help manufacturers navigate the changing landscape of the aftermarket and services market, ensuring they can continue to grow and thrive in the face of evolving challenges.
