After successfully inaugurating HORIZONEXT, Tata Motors has now launched a Tata Motors Service initiative, which will lay emphasis on giving a pleasurable customer experience with main focus on its after sales service. The new advancements of the auto maker include biometric and Radio frequency identification, which is used for tracing all the vehicles in service bays of Tata Motors. The company also aims to inaugurate a Doorstep Service vans across the country to render prompt services for owners in case of emergencies or breakdown of cars. Apart from it, these vans will be equipped with necessary tools to quickly repair any minor damages.
The auto maker has launched 11 different service programmes under its three categories namely responsive, reliable and best value service. Under these three categories, it provides services that include doorstep service, online service, speed-o-service, quick repairs, 24x7 road assistance programme, quality service, rapid repair, diagnostic expert, value care, Tata Motors original parts and extended warranty programmes.
Owner can now online book an appointment for getting their cars serviced while a turnaround time for 90 minutes is guaranteed by the company for minor repairs. In addition, a 24x7 breakdown assistance programme will be available for owners across a widespread network of 2700 service providers. Moreover, to lure customers, the company has also declared to give an extra warranty on its all passenger cars. For this, it is offering two schemes from which owners can choose from depending on their preferences.
While talking about the initiatives, Ranjit Yadav who heads the passenger vehicle business unit said “Through ‘Tata Motors Service’, we pledge to bring the best-in-class vehicle after-sales service experience for our discerning customers. As a part of our even greater focus on customer delight in our HORIZONEXT strategy, these service initiatives harness technology, our network and customer insights to take customer service to a higher level of customer satisfaction. With these initiatives, we are harnessing our over 800 technology-backed sales outlets and customer insights to take out customer engagements to the next level.”
Furthermore in order to draw attention of customers, Tata Motors has already began working on revamping its car showrooms. By the end of the current financial year, the company plans to introduce features like Wi-Fi zones, cafes, play area for kids and merchandising accessories in its showrooms. The senior vice president of passenger vehicles business unit Ankush Arora further added "We are empowering our network with tools, technology and processes to ensure that Tata Motors service truly stands for responsiveness, reliability and best value that delight our customers.”
It must be noted that Tata Motors is facing a steep decline in its sales and market share during the recent times and these initiatives announced by the company are seen as desperate measures taken to boost sales of its vehicles in the Indian car market, which is currently facing a repressive time.