After sales is where trust is won or lost.
Once a city or distributor invests in a machine, the only way to get long-term returns is reliable service, clear communication, and high uptime. At Spruce Up, we have taken this seriously and reorganized “aftersales” into the Implementation Success Department (ISD).

ISD is not a new label. It is a new way of working. The team’s responsibility starts the moment a purchase order is received and continues for the full life of the machine. The vision is simple: deploy every machine right the first time. The mission is clear: deliver 95%+ uptime for life.

This blog explains what ISD means for distributors and government users, how it works across seven pillars, and what you can expect on service, parts, training, and warranties.

Why ISD and not “just aftersales”

Traditional aftersales waits for a breakdown and then fixes it. ISD is built to prevent that breakdown. The focus is on deployment quality, trained operators, preventive checks, smart spares planning, and fast, simple support when needed. You get a proactive partner, not a helpdesk that wakes up only during failures.

For distributors, this means lower firefighting, fewer escalations, and higher customer satisfaction. For municipal users, this means steady output, fewer black spots returning, and predictable machine availability.

Seven pillars of implementation success

ISD runs on seven connected pillars. Together they cover the full journey from PO to lifetime performance.

1. Deployment readiness

Responsibility begins at the factory gate once the PO is in. We prepare the machine and the site so the first day on ground is smooth.

• Checklist v2 in the mobile app: chassis spec, GPS fitment, critical spares packing, and site-utility photos.

• Green-tag gate: dispatch happens only after the checklist is complete and the customer confirms readiness.

• Logistics playbook: planned routes and escorts for inter-state moves when needed.

Result: no surprises on arrival, no missing items, no back-and-forth on basics.

2. Commissioning and validation

On site, we run a tight script to confirm performance before handover.

• 4-step on-site flow: unpack, fluid and level checks, a 2-hour test sweep, and a barcode audit of spares.

• Remote sign-off when needed: Genie video sign-off is used when the customer manager is not present.

• Automatic service schedule: the app starts warranty and books the 30-day review.

Result: the machine is not just delivered, it is validated to do the job.

3. Training and enablement

Training is part of every purchase. We train your operators and supervisors on operation, daily checks, and basic maintenance.

• Boot camp content: short Hindi micro-videos and practical demos.

• Re-certification: auto-email at 5.5 months and escalation at 6 months if retraining is overdue.

• Documented handover: we record names, dates, and sign-offs so everyone is accountable.

Result: trained people, fewer mistakes, and longer machine life.

4. Asset health and lifecycle

We keep machines in good health with the right spares at the right place and time.

• Part allocation logic: on-site kit first, then regional hub, then central hub.

• AMC tiers map to response priorities: comprehensive plans get priority dispatch and faster visits.

• Consumables subscription: quarterly bundle auto-shipped and invoiced through AMC.

Result: planned upkeep instead of emergency scrambling.

5. Digital monitoring and predictive analytics

We are piloting digital monitoring for early warnings on usage and health patterns. The goal is to spot trends before they become failures. This is in beta and expands city by city.

6. Continuous improvement and customer success

We review breakdowns, usage, and feedback. We update checklists, training clips, and spares bundles based on real field data. You see the improvements in fewer repeat issues and clearer guidance.

7. Aftersales operations that are easy to use

When you need help, it should be fast and simple.

• Ready kits and repair kits with QR-coded manuals.

• Straightforward ordering through Genie, WhatsApp, or email.

• Tracked dispatch to delivery with confirmation at install.

What to expect on support and response times

Virtual help first: during standard hours 9:00 to 20:00, we aim to be “virtually at the machine” on a video call within 30 minutes. Many small issues close here with guided checks.

Physical visit next: site visits depend on your AMC and location.

• Comprehensive AMC (priority support): dedicated local presence in select cities, as fast as 2 hours when a dedicated technician is maintained there.

• Standard or service AMC: 2 to 7 days depending on distance and travel from Pune, with a target to send a technician within 48 hours whenever possible.

Where is the nearest service center: in 99.9% of cases our technician comes to your site. We do not make you drive to a service center for routine issues.

Spares: speed, stock, and where they sit

Mission-critical parts: we dispatch within 24 hours of order confirmation. These are warehoused at our Pune factory. You also start with an on-site kit so you are not waiting for consumables. You can restock before levels become critical through the AMC consumables subscription.

Other parts: the same flow applies but priority depends on urgency and your AMC tier. The part allocation logic routes from on-site kit to regional hub to central hub to keep downtime low.

When the machine must come in

Most issues are solved on site. A factory visit is rare and only for cases like structural repairs, complex hydraulic assemblies, or deep electrical work that needs specialized rigs. Transport is arranged to Pune or the nearest designated depot.

• Who pays for transport: during warranty or under AMC, the policy applies as per your agreement. We confirm this upfront before movement.

• Typical time: varies by job scope. We share a work order with estimated time and update you during repair.

• Standby units: subject to availability and plan terms. We clarify this case by case.

Training is included, and it is documented

Operator training is part of every machine purchase. We cover usage, maintenance, daily checks, and what not to do. Training happens after commissioning and validation are complete. Handover is formal, with a signed letter listing the trained people and the date. This protects you and keeps warranty valid.

We also provide maintenance training for in-house technicians where needed.

Warranties you can rely on

• Standard coverage: one year against manufacturing defects.

• Engine warranty: one year by the engine manufacturer’s terms.

• Free service period: the first three services are free in year one. We schedule them and take responsibility to complete them on time.

• What can void a warranty: missed scheduled services, third-party tampering or unauthorized repairs, and accidental or external damage.

Your formal warranty document lists inclusions and exclusions. ISD tracks compliance so there are no surprises.

How to log a service call

Use Spruce Up Genie, WhatsApp, or email. The ticket captures machine details, location, photos or videos, and urgency. You receive an acknowledgment, a target time for virtual diagnosis, and the plan for parts or a visit if needed.

Putting it all together: a clear path from PO to uptime

From the moment your purchase order is received, ISD takes charge. Deployment readiness prevents day-one surprises. Commissioning proves performance. Training prevents misuse. Smart spares and AMC keep the machine productive. Virtual help solves quick issues. Field visits handle the rest. Warranties are simple and documented. You get predictable output and lower total cost of ownership.

For distributors, this structure means confidence when you present to municipal teams. You can show a service model that starts early, stays consistent, and is measured on uptime, not ticket count. For government users, it means the machine does the job on the road, not just on paper.

What you can do next

• Book a live demo and see the deployment and training flow in action.

• Explore partnership details in our post on why partners choose Spruce Up.

• See how lead registration works in our lead booking explainer.