Are you owning any of the new generation cars? Just imagine a situation when your car breaks down in the middle of a road and you call the emergency assistance number provided by the manufacturer. There is a good probability that the call will be attended and the required assistance would be provided by Mondial Assistance India.
Mondial Assistance India is part of the Mondial Assistance Group, the international leader in assistance, travel insurance and customer services. It is the first global assistance company to enter the Indian market. Mondial India established its business in India in 2007 and the first major contract signed was with Ford India for providing emergency road side assistance for Ford customers all over India.
Mondial, in a way, is an extended arm of vehicle manufacturers and provides complete peace of mind to the manufacturers regarding varied customer-related issues. Any manufacturer who agrees to provide roadside assistance to its customers – services like attending to customers’ needs, responding to their problems and providing the necessary assistance – is taken care of by Mondial.
Mondial Assistance India is currently working with many OEMs, Ford, Honda, Mitsubishi, Volvo, Mercedes, etc., to name a few. It has also signed up with leasing companies like Lease Plan and ALD to provide emergency roadside assistance to their entire fleet.
Mr. Rajesh Sethi, CEO, Mondial Assistance India, says: “We believe there are various touch points in a customer lifecycle which really impacts the profitability of any automotive manufacturer. The first point is the prospect stage when the customer thinks of buying a vehicle and he contacts a contact centre enquiring about the various features in the vehicle. We feel this is a critical touch point, which if monitored properly, will have a huge impact on the buying decision. The second touch point is the whole customer experience after buying the product in terms of service and post warranty issues. The third touch point is when he decides to sell his existing vehicle and buys a new vehicle. If the customer has had a good experience with his existing car then he will upgrade to a car within the same brand rather than going for another brand.
“We at Mondial, backed by decades of longstanding experience in handling a diverse customer base across the globe, provide our B2B clients with high quality customized solutions for all their customer needs at various stages of their customer life cycle. We have customised softwares, technology platforms and experience of working with 40 automotive clients globally on all these touch points”, adds Mr. Sethi.
Also, by engaging Mondial Assistance, the manufacturers can ensure that, in case of emergency or breakdown of a vehicle or even accident, the vehicle is brought to one of the authorised service centres of the respective manufacturer. This ensures proper service and also higher revenue for the service centre.
Mondial India has made significant investments in terms of creating the infrastructure. “We have our own fleet of service delivery vehicles spread across 19 cities in India, which we have invested on and employ around 200 full time employees. Essentially we cater to 76% of the total car pool through these 19 cities. We have our own fleet of roadside repair and recovery vehicles and well trained staff”, adds Mr. Sethi.
Mondial has also invested in a state-of-the-art contact centre facility at Gurgaon working 24/7, 365 days. “Our key strength lies in our operating platform which has been developed in-house using all our experience working with our customers in various global markets and understanding their needs”.
“At the end of the day, we can relieve the manufacturer of the infrastructure and costs related to breakdown and customer assistance services which is a major chunk of saving for the vehicle manufacturer and ensures absolute peace of mind to the manufacturer and all the customers”, adds Mr. Sethi.
Mondial Assistance Group is a 100 per cent subsidiary of the Allianz Group and is the result of the successful integration of the Swiss-based Elvia Travel Insurance and France’s SACNAS – Mondial Assistance, two companies with 75 years of cumulative expertise in travel insurance and service solutions. The group is present in 30 countries across the globe having a worldwide network of 4,00,000 service providers and making its service available to 250,000,000 end users.
