MARKET With a network of 61 well-equipped fitment centres in Kenya, Rwanda,Tanzania and Uganda, AutoXpress is the market leader in the auto parts and servicing business in East Africa. In fact, they are the largest chain of auto service fitment centres in Africa, outside the Republic of South Africa. AutoXpress carries the widest product range and the most extensive stocks in the region; commanding a large share of the auto parts market specialising in: tyres, wheels, batteries, suspension parts, lubricants, service parts and car accessories. In its quest to provide high-quality products and services; AutoXpress has partnered with some of the best-known global brands in the automotive sector ranging from Bridgestone, Pirelli, BF Goodrich, Michelin, Goodyear, Dunlop and Nexen in the tyre sector and Bosch, KYB, NGK, Fremax, Asimco, Energizer and OBK in the auto parts/service sector. AutoXpress offers its products and services to a wide selection of customers ranging from retail motorists, dealers, garages, corporations, transporters, government and non-government organisations. This is possible through its vast network of 50 retail centres, two dedicated truck centres and nine warehouses across East Africa. ACHIEVEMENTS Superbrands AutoXpress has been voted one of the top 20 Superbrands in Kenya in 2022 and ranked as the number one brand in the automotive sector. This is an accolade of AutoXpress’ commitment to exceptional customer service and high-quality products, all delivered by a trained team of industry professionals. Delivering exceptional customer service AutoXpress continuously strives to deliver customer service with an “identifiable difference”.They are committed to providing customers with safe, convenient and affordable services across the region. AutoXpress does this by: • Having a well-trained workforce that provide expert advice and quality workmanship to its customers. AutoXpress’ dedicated technical training school and digital training platform ensure all employees’ skills are continuously upgraded and improved. • Building trust with customers by providing a free, no-obligation inspection report for any vehicle and displaying transparent pricing at all times. • Delivering convenience and transparency through an “omni-channel” approach that gives its customers control over how they interact. Some of these avenues include: • A high-tech omni-channel contact centre open seven days a week. • E-store and Website: enabling the customer to view products, services and prices. Using the e-store, customers can see what they need, get a quotation, and book an appointment. • Mobile App: the AutoXpress App allows a customer can find information that is specific to them. They can see all their past transactions with AutoXpress as well as request a quote or book an appointment. • Using social media channels to share knowledge that enables customers to understand how to maintain their vehicles and stay safe on the road. • Ensuring that the right auto parts are available even as the vehicle part grows and continues to evolve. AutoXpress sources auto parts direct from the source, securing a fair price for its customers. • Delivering Customer Service with an identifiable difference is at the core of everything AutoXpress does. Since 2018, AutoXpress has continuously measured its net promoter score, and in 2021, it achieved a Net Promoter Score of 71%, reflecting on its commitment to delivering superior service. Partnerships with Kenyan vehicle companies In partnership with the world’s leading vehicle manufacturers, AutoXpress provides services for customer vehicles using Original Equipment (O.E.) parts, (e.g., Isuzu, Mitsubishi/Fuso, Toyota and General Motors). ISO Certification AutoXpress has been ISO certified since 2011 and recently renewed its ISO 9001-2008 certification in 2021. This ISO certification has enabled AutoXpress to ensure its processes and services have all the requirements for standardisation and quality assurance. HISTORY AutoXpress has a long and rich heritage encompassing 65 years since its inception in Kisumu.The Company was founded by Mr. Gosar Raishi Shah in 1958 as Nyanza Petroleum Dealers. Nyanza Petroleum Dealers distributed products in the greater Nyanza Region for Ozo East Africa; a French oil company. Although they were initially incorporated to distribute only petroleum products, they saw opportunity to expand by adding tyres (1965) and batteries (1977). In 2007, Nyanza Petroleum Dealers was rebranded to become AutoXpress, focusing on selling tyres, wheels, batteries, suspension parts, brakes and lubricants. Over time, they developed partnerships with world-class automotive brands like Pirelli, Bridgestone, Goodyear, Dunlop, Bosch, Energizer and Asimco. AutoXpress has widened its product range offering and expanded into Rwanda,Tanzania and Uganda. It now has 61 retail and wholesale outlets across East Africa. PRODUCT AutoXpress is committed to being East Africa’s #1 trusted car doctor, offering professional advice and convenient service. At AutoXpress, customers can receive their regular preventative maintenance services conveniently within an hour of arriving at the retail centre. The needs of customers are met through a wide range of AutoXpress products, such as: tyres, batteries, wheels, shock absorbers, coil springs, brakes, lubricants and car accessories. in addition to that they also receive services such as computerised vehicle diagnostics, wheel alignment, wheel balancing and oil servicing. AutoXpress was the first company in East Africa to offer a tyre damage guarantee.This “Xtra Sure Tyre Damage Guarantee” (XSTDG) is over and above the standard manufacturer warranty.This guarantee protects vehicle owners from paying for any unwarranted repairs or unplanned replacement of tyres damaged by road hazards.These include but are not limited to rocks, broken glass, nails, kerbs and potholes. 18
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