Nation-wide free check-up camp for CVs rolled out
In a bid to strengthen its commitment to offer innovative solutions to customers, Tata Motors recently announced the launch of Grahak Seva Mahotsav. A popular event amongst customers and channel partners, this free check-up camp was held during October 23-31, across all the 1,500 workshops in India catering to all Tata Motors’ commercial vehicle owners. It was launched on October 23 as the National Customer Care day attending to 16,000 customers visiting on a daily basis.
Reiterating its commitment towards providing an enhanced customer experience, the company also launched the Grahak Samvaad campaign on October 9 with the objective of educating customers on the innovative offerings. The campaign reached out to over 8,000 customers within 10 days. With yearly launches of customer-oriented initiatives, the company is driven by its robust product pipeline and strong aspirational values.
Commenting on the occasion, Mr. R. Ramakrishnan, Senior Vice-President, Customer Care (Domestic and IB) CVBU, Tata Motors Ltd., said: “We at Tata Motors aim to provide consistent quality service, backed by new technologies, to ensure our customers have a pleasant aftersales experience. With the very first truck rolled out way back in 1954, Tata Motors has been instrumental in paving the way for enhancing customer experience. Grahak Samvaad Mohostav is a special initiative to celebrate the connect with our customers and channel partners, providing them with a host of distinctive facilities and services. With regard to spareparts distribution, we are focusing on improving the efficiency and, on the service front, our objective is to provide best comfort to our customers. In specific areas, we are also providing container workshops and mobile vans on sites. Through these initiatives, Tata Motors continues to enhance customer satisfaction.”
In continuation of its commitment to provide best-in-class services, the company also offered attractive discounts on spareparts, labour, lubricants and Profile Engine purchases.
To provide a wholesome aftersales experience, Tata Motors provides its customers with over 26 initiatives, such as the following:
- Customer Care App: Single window mobile application which gives access to a host of features including emergency SOS, service booking facility, maintenance tips, service history, dealer location, etc.
- Tata Alert: Roadside assistance program for ICV, M&HCV range of trucks & buses plying on the Golden Quadrilateral, N-S / E-W corridor and National & State Highways. Customers are offered restoration of vehicles within 24 hrs. If the vehicle is not delivered within 24 hours, an amount of Rs. 1,000 is paid for each day as compensation.
- Tata Zippy: This offers shortest uptime of vehicles which come in for repair at the authorized service stations. The offer is valid for vehicles reporting to the workshops within 12 months from the date of sale or 14 months from its date of production. Compensation is provided customers in case the vehicle repair time exceeds 48 hours.
- Tata Kavach: This programme provides an assured accident repair time to customers. Its feature is assured repair time of 15 days for accident repairs. If repairs are not completed within the assured time, a TGP coupon per day would be payable for certain types of vehicle models and repairs.
- Service onsite: To meet tight project schedules, tippers are deployed on-site, which are away from town-based dealers or TASS, get on-site service through on-site packages.
- Mobile Service Van: With this service, customers can avail quick services at their doorstep.
- Mobile workshop & container workshops: 165+ mobile workshops and 360+ container workshops across India provide onsite service to vehicles, to save time and cost of repair.
The company continues investing in its products and sales & service network, redesigning, developing and deploying modern dealerships, with an aggressive customer-centric approach of anticipating customer requirements. With over 1,800+ touch-points across the country, it hopes to develop and deploy effective modern dealership models to significantly improve customer experience and convenience across its network, while also improving penetration and driving quality, building long-lasting relationships with its customers.