The FINANCIAL — Tata Motors on March 8 formally announced the launch of Tata Motors Service Edge, a comprehensive customer service initiative.
Tata Motors Service Edge is constructed on three core customer-desired service attributes — ‘Response in minutes, resolve in hours’; ‘Service with unmatched reliability’ and ‘Assured value for money’. A host of distinctive facilities are being offered to deliver each of these attributes to customers in the company’s nationwide service network of 800 service centres spread across 500 cities and towns.
Unveiling the brand identity, Mr. Rajiv Dube, President — Passenger Cars, Tata Motors, said, “We thank our esteemed customers for their long-standing support to Tata passenger vehicles. To create an even deeper customer connect, we have harnessed our learnings from customers to conceive Tata Motors Service Edge. We believe it will help take our service to a greater level of effectiveness and customer satisfaction.”
Response in minutes, resolve in hours:
Tata Motors Service Edge will bring speedy assistance to customers when in need.
24X7 On-road assistance programme: In association with MyTVS, Tata Motors has launched a breakdown assistance programme and towing assistance across the country accessed through a toll free helpline (1800 209 7979) and serviced by a dedicated network of over 2,000 authorised service providers. Quick response is ensured within 60 minutes in city limits, 90 minutes on state or national highways and within 120 minutes on hilly roads and other places.
Rapid repair: Rapid repair is a cost effective, quick and specialised body repair programme offered across the Tata Motors dealership network. Small dents, scratches and such body jobs are attended with an assurance of the car delivered on the same day.
e-Service appointments: Through an online service appointment facility, customers can select a time slot, date and a dealer of their choice for servicing their vehicle. Customers can also list down on-line job orders based on the repairs required. Post the on-line registration, the respective dealership customer relations officer responds instantly and confirms the appointment.
Speed-O-service: Speed-O-service has been designed to offer quick repair service within 60 to 120 minutes using specialised manpower and infrastructure. Tata Motors can repair 6 vehicles per bay per day through this process, ensuring faster response and increasing service efficiency.
Tata Motors already has a network of over 800 authorised workshops which are located across more than 500 cities, and the company plans to expand to over 900 workshops by 2011. The 24×7 call centre will receive and respond to customer queries, concerns & feedback. The company assimilates post service feedback from over 200,000 customers on an average every month through various customer engagement programmes.
Service with unmatched reliability:
The company is ensuring that problem diagnosis and the related solution is comprehensive.
Symptom based diagnostics: A state-of-the-art diagnostic system ensures quick and comprehensive check of the vehicle. At each dealership a technician has been intensively trained as Diagnostic Expert Technician (DET). They attend to challenging repair requirements on the basis of symptoms indicated by the customers.
Flying doctors: A pool of 10 on-call technical experts has been set up across the country for higher level diagnostics to address any issues where dealers & DETs need support.
Quality repairs: Under this programme each vehicle is subjected to standard quality checks to identify repair requirements not noticed or reported by the customer, ensuring that complete health of the vehicle is assessed, attended to and customers are apprised.
Over 15,000 technicians are trained annually to provide quality service through 8 training centres across the country. The company plans to build a world class training centre in Sanand.
Assured value for money:
Assuring value for money has consistently been a core attribute of Tata Motors’ products and services. Tata Motors Service Edge further strengthens it. The company has standardised and regulated service & repair charges which are reasonable across the network.
Value care: The company offers customised maintenance plan for service, minor and major repairs including wear & tear with flexible payment options. The Value care plan covers labour, parts, consumables, and guarantees substantial savings through price protection against inflation and ensures appropriate resale value for the vehicle at the time of exchange. Thus, customers accrue huge savings on cost of maintenance over a period of time.
Tata Motors’ Original Parts (TOP): Tata Motors is the only manufacturer in the industry to provide 1 year warranty on its genuine spare parts, which are trademarked as ‘TOP’. Available across all Tata Motors dealerships, the spare parts are competitively priced and customers can avail of the warranty if the parts are fixed in a Tata Motors authorised service workshop. Tata Motors has also designed various cost effective repair kits which further add value to customers.
Tata Motors Insurance: The insurance scheme offers convenience of on-line policy issuance & near cashless repairs facility across the Tata Motors authorised network. The industry-best depreciations on composite parts under Tata Motors Insurance provide substantial savings. The company plans to launch a zero depreciation cover policy in the future.
Extended Warranty: A protection against unforeseen breakdowns, the programme extends warranty benefits for up to 4 years or 150,000 kms, applicable to all Tata passenger vehicles. The ‘Nano Secure Extended Warranty’ allows Tata Nano customers to choose from an extended warranty of 12 months/40,000 kms or 24 months/ 60,000 kms.
Gold Club: It is a privileged 2-year membership programme offering priority services and attractive discounts. A customer can become a member of the Gold Club for only Rs. 499/-.
Tata Motors has also tied up with global majors and experts in their areas to promote a host of value added services, like anti-corrosion, car enrichment, fuel additives, decarbonisation, to help retain newness of vehicles.