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

2. 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 3. 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

4. builds a service offer Merchandise insurance Accidental repairs Lube change Lightrepairs Preventive maintenance Major repairs ServiceOffer 5. and a strategy to deliver Strong service brand World class customer experience Sustainable processes 6. identifies4simple needsof a 2 wheeler owner

• Trust

• Personal Attention

• Expert Mechanics

• Hi-tech equipments

and plugs the gap

7. Castrol builds formats todeliver the proposition

Unique business formats to delivercustomer experience

Maximize revenue per sq. ft.

Formats and offerings, sharpened over time

8. Brands its products simple yet powerful

Activ Service

Prime service

Silver service

Gold service

Platinum service

9. Builds training facility builds technical excellence 10. Soft skills training of frontline staff delivers customer experience!

Soft skills development through

Experiential training

Classroom training

Role plays

Informal training

On job training

11. Offers VASretains customers

Pickup and Drop Program

Bike Doctor, an AMC program

Packs for corporate customers

4-2 ka funda

12. delivers marketing programs builds customer base 13. ingrains sustainability through systems and business processes

Painstakingly build processes

Knowledge portal

Business audits for traction

Customer experience measurements

Technical audits

14. Adds a powerful merchandise program more revenue/ sq. ft. 15. and delivers an enduring andconsistent performance

Strategic focus

Robust structure

Solid systems

Strong Skills

Shared values

16. thats Castrol BikeZone