In line with its recently launched Horizonext strategy, Tata has launched its ‘Tata Motors Service’ initiative, which the carmaker states will focus on enhancing customer satisfaction, especially in terms of after-sales service.
The new services include a biometric and RFID-based
real-time tracking system for all the vehicles in Tata’s service bays. This will provide customers live information regarding the location and status of their car while it is at the dealer workshop, helping customers keep track of the vehicle through various stages at the workshop.
It also plans to introduce up to 20 ‘Doorstep Service’ vans across the country, which Tata claims will offer a quick service in case of emergencies, conduct periodic maintenance of cars belonging to customers with busy schedules, and even repair any minor damages on Tata cars. The van will be equipped with workshop tools and equipments, including a generator and compressor, and spare parts for minor repairs. In case a Tata vehicle is too far from a workshop, its service vans have also been scheduled to periodically visit villages and talukas for regular services.
Other services include an online service appointment facility, a turnaround time of 90 minutes for minor repairs at any workshop, and a 24x7 breakdown assistance programme available across a network of over 2,700 authorised service providers. Tata claims that its breakdown vans won’t take more than 60 minutes to reach its destination within the city and 120 minutes for highways and other places.
The carmaker also announced an extended warranty programme applicable to all its passenger vehicles. Two options are on offer, 12 months/1,50,000km and 24 months/1,50,000km extended warranty. The carmaker also provides a 1 year warranty on genuine spare parts. It has even opened a new 30,000 sq.m. warehouse in Chakan for the storage of all its spare parts.
Speaking about all these initiatives, Ranjit Yadav, president, passenger vehicle business unit, Tata, 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.”
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