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Business News/ Brand Stories / Laundry Startup Tumbledry paves a way through customer-centric approach

Laundry Startup Tumbledry paves a way through customer-centric approach

To ensure premium quality service to customers, Tumbledry stores are equipped with American & Swedish machinery. They have adopted the latest Lagoon technology from Sweden.


The Indian laundry industry was valued at $ 35.82 billion in FY2020. This is way bigger than the size of other mainstream industries such as Diagnostic labs ($ 28.6 bn), Beauty & Wellness ($ 9 bn), and Fast Food ($6 bn). Even after such huge potential, the laundry industry was not popular in media and masses because there was a complete absence of trusted national brands.

A massive customer base was scattered to local dry cleaners, maids, and dhobis, and none of them guaranteed high-quality service.

In 2019, Tumbledry, a laundry start-up stepped into the market with a vision of solving the laundry woes of half a billion urban Indians. As per Gaurav Teotia, Co-Founder & Business Head, Tumbledry, the brand aims to offer world-class laundry service at the doorstep of every customer. The purpose is to open one Tumbledry franchise for every 10,000 households. They have a target of opening 2000 live stores in urban India by 2026, a store in every 3 km radius to fulfill their vision.

With rigorous market research and an emphasis on high-quality service, Tumbledry is moving closer to its goal by launching 15-20 stores every month. Within just three years of its inception, the brand stands tall as the largest dry clean and laundry chain in India with 250+ stores spread across more than 75 cities.

“We observed that there is a massive customer base for high-quality laundry service in both metro and non-metro cities. So, we planned to reach every potential customer. Tumbledry stores were welcomed in all big cities including Delhi/ NCR, Mumbai, Pune, Hyderabad, etc. We got a positive response in smaller cities as well. Today 51% of our stores are successfully running in Tier 2 & Tier 3 cities like Gorakhpur, Haldwani, Faizabad, etc. Almost 95% of our store achieves operational breakeven within 3 months of their launch, the investment is recovered within just 24 months with an ROI of 84%. Our store count is increasing 25% every quarter PAN India. Our company focuses on three core aspects i.e Quality, Trust, and Technology which has helped us to bring a revolution in the laundry industry," says Gaurav Nigam, Co-Founder & Director, Tumbledry.

Providing World-Class Service for Customer Satisfaction

To ensure premium quality service to customers, Tumbledry stores are equipped with American & Swedish machinery. They have adopted the latest Lagoon technology from Sweden. Moreover, they use organic chemicals imported from Germany. All of this ensures 100% preservation of fabric shine and texture. The brand has disregarded the manual processing of clothes and automated the process of cleaning to provide high-quality services consistently.

Building Trust Among Customers With Transparency

Gaurav Teotia explains, “People didn’t know what happens to their clothes once they send them for laundry. They didn’t know what sort of chemicals, water, and methods were used to clean their clothes. So, there was a sense of doubt among customers about hygiene. We brought a significant change by introducing live laundry stores. In our live stores, people can see their clothes being washed with world-class machinery and chemicals. Moreover, we do not mix the clothes of the two customers. We wash each customer’s clothes separately. This helped Tumbledry in gaining the trust of customers. Along with this, it also reduced the delivery time. Generally, clothes are collected and then sent for processing at two different places. With our live stores, we shortened the process as everything is done at the store itself."

Following Tech-Savvy Trends for Customer Convenience

Tumbledry has revolutionized the laundry industry to fit in with the lifestyle of the tech-savvy generation. Their customers get mobile apps to place and track orders easily just as they do on Swiggy, Zomato, or Uber. Their pick-up boys also use a separate mobile app using which they can take orders, send an e-invoice to customers instantly, accept digital payments and take digital signatures of customers as well. No pen-paper recording has removed room for loopholes in their service. Both these apps are further integrated into CRM software so that the store can send quick order updates and engage with customers as per their order history. With a 100% tech-integrated set-up, this brand ensures a smooth order journey for its customers.

By providing easy access to premium laundry and dry clean service, Tumbledry has successfully established itself as a trusted brand in just three years of its operations and is now on its way to reaching every urban Indian household.


Disclaimer: This is a company release. No HT journalist is involved in creation of this content.


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Published: 24 Mar 2022, 11:26 AM IST
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