Luxury Cart, founded by Himanshu Arya, is transforming India’s pre-owned luxury car market with a seamless, tech-driven ecosystem. By bridging gaps in trust and service, the brand offers an unmatched 360-degree experience for discerning customers. Here are the excerpts from the interview:
Luxury Cart has quickly made its mark in the Indian market. Can you share the story behind its inception and the vision that drives its growth?
Luxury Cart has been conceptualized to redefine the automotive experiences in the pre-owned luxury car segment. It was launched to bridge the existing gap in the pre-owned luxury car sector by organizing the otherwise fragmented industry. The need to come up with Luxury Cart stems from my previous experience of purchasing a pre-owned luxury car, where I visited multiple dealerships and realized the unorganized nature of the market. There existed a huge gap in the demand & supply of the vehicles and the stress was only augmented with unprofessional services by the local car dealerships. All the factors severely deterred customer confidence and trust in the vehicle.
Therefore, in order to provide a seamless customer experience, Luxury Cart was incepted to offer a complete 360-degree ecosystem for pre-owned luxury cars. It aspired to cater to all car-related needs entailing buying, selling, servicing, car care, extended warranties, insurance renewals, and car loans. To further ease the process for the customers, we operate on an omnichannel model, leveraging the benefits of technology to bring about the perfect confluence of online and offline assets.
At Luxury Cart, we continuously work towards offering unparalleled customer service to ensure that all the car-related needs of customers are met.
What sets Luxury Cart apart in the pre-owned luxury car market, and how do you ensure a premium experience for your customers?
The unparalleled service and customer-centric approach can be considered the major differentiators setting us apart from the rest of the market. In addition to this, to ensure exceptional customer experience, we provide a dedicated Relationship Manager. The person serves as a Single Point of Contact for all our services along with a digital touchpoint of every service online on our website and app.
By allocating a single point of contact, the person becomes completely responsible for catering to the needs of the customers, such as car service, insurance dues, helping them to get to the nearest service centre, renewal of pollution certificate, etc. to name a few. At the same time, it also helps us to provide exceptional and personalized service to our customers.
Furthermore, the integration of a robust tech process internally comes in handy for effectively managing the timelines of every process for staying true to our commitment to providing seamless customer service.
Luxury Cart offers a complete ecosystem, from premium cars to exceptional service. How do your state-of-the-art facilities in Gurugram ensure this seamless experience?
Our flagship showroom at Golf Course Road completely demonstrates state-of-the-art infrastructure, allowing customers to surf cars digitally along with the option of experiencing them physically as well. Additionally, we have plans to come up with our service center in the Southern Peripheral Road in Gurgaon for offering comprehensive services entailing Periodic Services & Running Repairs, Bodyshop & Paint, Detailing Services and more to customers.
The entire facility will be powered by technology to ensure all customer needs are collated together in a single platform through our Website and App. At the same time, being abreast of the latest technology, we also harness the benefits of AI to understand our customer needs and procure our car assortment as per the market demand. At every step, technology plays a very crucial role in streamlining the various operations and keeping the customers connected at every touchpoint.