As part of its Horizonext strategy, Tata Motors have launched ‘Tata Motors Service’, which according to the carmaker is a comprehensive and renewed customer service programme. Through this prorgramme, the company promises to further enhance its customer service levels, backed by technology, strong dealer network and consumer insights. The initiative rests on three customer-oriented service promises – responsive, reliable and best value.
Tata Motors Service saw an introduction of an innovative RFID-based real-time tracking system of vehicles, called the ‘Vehicle Tracking and Bay Scheduling’ (V-TABS). This new technique provides live information regarding the location and status of vehicles while at the dealer workshop. This technology tool will enable Tata customers to keep track of their vehicles through various stages at the workshop. This move will hence improve workshop productivity significantly.
Along with the new initiative, Tata Motors announced a new process to increase efficiency in service delivery with a Dealer Certification programme known as ‘Delivering Delight’, which will help in upgrading the workshop quality at their dealerships. This process is currently being guided in Concorde Motors workshops at Mumbai and Pune.
Tata Motors has launched 11 new service offerings under the three brand promises of Responsive, Reliable and Best Value Service across 800 service centres, spread across 500 cities and towns.
Responsive Service:
- Doorstep Service – the carmaker unveiled Doorstep Service Van equipped with major workshop tools, developed on the Tata Super Ace platform, to offer quick service delivery for emergency services or for periodic maintenance customers with busy schedules. The van can perform over 30 minor repairs. They plan to introduce upto 20 Doorstep Service Vans by the end of this year.
- Online Service – customers can select a time slot, date and a dealer of their choice online for servicing their vehicle.
- Speed-O-Service – offers quick repair services within 90 minutes, using 2 technicians and dedicated bays.
- Quick Repairs – to address minor repairs like bulb change, fuse repairs or even flat tyre replacements under 30 minutes of workshop time.
- 24X7 On-road assistance program – offering on-road towing assistance service, available across a network of over 2,700 authorised service providers, accessed through a toll free helpline (1800 209 7979). A quick response is ensured by the carmaker within 60 minutes in city limits and within 120 minutes on highways and other places.
Reliability:
- Quality Service – each vehicle is subjected to standard quality checks to identify repair requirements not noticed or reported by the customer.
- Diagnostic Expert – For ensuring availability of expert diagnostic skills in workshops for vehicles having high electronic connections.
Best Value:
- Rapid Repair – Small dents, scratches and such body jobs are attended to with an assurance of the car delivered on the same day.
- Value Care – 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.
- Tata Motors Original Parts – Tata Motors provides 1 year warranty on its genuine spare parts, which are trademarked as ‘TOP’ (Tata Motors Original Parts).
- Extended Warranty – Extended Warranty programme extends warranty benefits for up to 4 years or 150,000 km, applicable to all Tata passenger vehicles. This program allows the customers to choose an extended warranty of 12 months/1,50,000 km or 24 months/ 1,50,000 km.
