How we reimagined servicing support in Singapore
As a technologically advanced and densely populated city, Singapore is the ideal testing ground for digital-first mobility solutions, including our partnership with Toyota and Grab.
Borneo Motors Singapore, an Inchcape company, together with Toyota and Grab, have redefined what is possible in servicing fleet operations. To deliver our unique service offering of comprehensive vehicle maintenance in just 30 minutes, we combine customer-first thinking, digital infrastructure, seamless processes and intelligent aftersales services to achieve a new standard of efficiency and reliability, at scale.
The challenge
As Grab, Southeast Asia’s leading superapp, continues to grow its mobility business, they face a challenge – keeping vehicles road-ready to ensure their driver-partners make the most of their time on the road and deliver on their customers’ expectations.
With Grab’s Borneo Motors-supported fleet continuing to grow in Singapore, existing aftersales services — often slow and fragmented — were unable to keep up with the increasing number of vehicles needing maintenance and repairs. This delay means cars spend more time off the road, making it harder for Grab to maintain the number of active vehicles needed to meet rising customer demand.
Grab needed a reliable and efficient servicing model that would keep pace with their growth and customer expectations.
How we stepped up
As an Inchcape company, Borneo Motors, together with Toyota, have brought a customer-first, digitally-led approach to the challenge, enabling us to deliver reliable, comprehensive, cost-efficient vehicle maintenance in just 30 minutes. This ensures Grab drivers get back on the road quickly and safely.
From booking to check-in, the entire experience is streamlined through a fully digital and paperless system – allowing Grab drivers to easily access vehicle servicing.
Robotics and digital workflow enhancements within Inchcape workshops streamline the entire process, allowing for faster diagnostics and optimal technician allocation.
Crucially, we also made strategic use of Toyota’s telemetry system when the project first started. By leveraging real-time vehicle data, the team can predict servicing needs before issues occur – reducing unscheduled downtime and proactively preparing for the aftersales process.
To support the unique operational needs of a large fleet partner, we introduced a monthly subscriptions model. This offers Grab greater cost efficiency and predictability in managing the total cost of ownership, while enabling customised servicing packages based on real vehicle usage patterns.
All of this is underpinned by an efficient, data-led infrastructure that simplifies servicing and enhances efficiency, every step of the way.
Improving the driver’s experience was also a priority, and we developed dedicated rest stops within its service centres to provide Grab drivers a place to rest and recharge while their vehicles are being serviced, turning downtime into a more positive experience.
The result
As some Grab vehicles can travel up to 90,000km annually, and with servicing required every 10,000km, our teams service these vehicles every five to six weeks on average. This is a testament to our ability to deliver consistent, fast and scalable servicing without compromising quality or customer service.
Our partnership with Toyota and Grab is a blueprint for the future of fleet mobility. It demonstrates how digital capabilities enable us to build smarter and faster support for our customers, getting them on the road safely and quickly.