Adding one more tavern under the hat of ‘Horizonext’, Tata Motors had launched ‘Tata Motors Service’ for passenger vehicles. Need not to get anxious, Tata Motors Service was already there in the repertoire of carmaker, but after revamping the whole organization under the aura of ‘Horzionext’, this section of the company had also been done with the changes, and is re-launched today in the new avatar.
While unveiling the brand new identity of its Service programme, Mr. RanjitYadav, President – Passenger Vehicle Business Unit, Tata Motors, 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 initiative, we are harnessing our over 800 technology backed sales outlets and customer insights to take our customer engagements to the next level”.
Hopefully it is now clear what the new attire of ‘Tata Motors Service’ will put on offer, but the carmaker says their new set of service is based on ‘responsiveness’, ‘service with unmatched reliability’ and ‘best value’.
Tata Motors is also said to use the latest mean of technology to gear up the further course of action. Called as ‘Vehicle Tracking and Bay Scheduling’ (V-TABS). This device will be used at the service centers of Tata Motors to keep track of the customer’s vehicles at the workshop and significantly improve the productivity at various stages.
Specifically, there are eleven services launched by Tata Motors that will comprise the span of new ‘Tata Motors Service’ initiative, which we had mentioned all of them below in detail.
Doorstep Service: In this service, Tata Motors had developed a vehicle that houses all the equipment and spare parts of workshop and can go places to repair the vehicles at that spot itself. It will even have heavy machinery like generator & compressor in the van. Envisioned with regards to the customers who did not have time to turn up to the service center for repairing their vehicles and other such sorts, Tata Motors is said to roll out the twenty of these vehicles till the end of 2013.
Online Service: In the online service, customers can obtain the appointment of the service center or the dealer where they wanted to get their vehicle serviced. This will help to save their lot of precious time.
Quick Repair: In this context, service personnel at the center will fix the immediate issues like bulb change, fuse repairs or even flat tyre within 30 minutes of workshop time.
24X7 On-road assistance program: This is a breakdown assistance programme, which offers an on-road towing assistance service, available across a dedicated network of over 2,700 authorised service providers. It could be accessed through a toll free helpline (1800 209 7979) where a quick response is ensured within 60 minutes in city limits and within 120 minutes on highways and other places.
Quality service: For this plethora, each vehicle is subjected to standard quality checks which are meant to identify repair requirements not noticed or reported by the customer. It will ensure the complete health of the vehicle is assessed, and in return will gain the positive customer feedback too.
Diagnostic Expert: For ensuring availability of expert diagnostic skills in workshops. Tata Motors runs a 3 months programme to shape up the ‘Diagnostic Experts’ who have advanced technical skills. Diagnostic Experts service vehicles have high electronic connections which also train the other workshop staff. This will improve the reliability of Service thereby ensuring utmost customer satisfaction.
Rapid Repair: This program will repair the small dents and scratches of car body in a very quick, specialized and cost effective manner. In addition, the car will also be delivered to the customers on same day itself. The facility is made available in addition to the normally fully equipped body repair shop.
Value cars: It is a customized 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 can accrue huge savings on cost of maintenance over a period of time.
Tata Motors Original Parts: Tata Motors is the only manufacturer in the automotive fraternity that provides 1 year warranty on its genuine spare parts, which are trademarked as ‘TOP’ (Tata Motors Original Parts).
Extended Warranty: The Extended Warranty programme extends warranty benefits for up to 4 years or 150,000 Kms, applicable to all Tata passenger vehicles. This program allows customers to choose an extended warranty of 12 months/150,000 kms or 24 months/ 150,000 kms.
While explaining the aforementioned services, Mr. Dinesh Bhasin, Head (Customer Support), Passenger Vehicles Business Unit, Tata Motors said, “We want our Service to make the difference in the passenger car market and with this in mind, we have taken efforts to provide world-class customer experience to our esteemed customers.”