Tata Motors yesterday announced the launch of Tata Motors Service Edge, a comprehensive customer service initiative. A host of distinctive facilities are being offered to customers in the company’s nationwide service network of 800 service centres spread across 500 cities and towns.
Unveiling the brand identity, Rajiv Dube, president, Passenger Cars, Tata Motors, said, “We have come off age from the era when the company wasn't very well known for its customer service and today having sold than more than 1.7 million Tata cars we have decided to put all our service initiatives under one umbrella - Service Edge.We believe it will help take our service to a greater level of effectiveness and customer satisfaction.â€
He said that having sold than more than 2.30,000 cars between the month of April '09 and February '10, it is the right time to launch the service package for Tata customers.
The Service Edge package includes 24X7 on-road assistance through a toll free helpline (1800 209 7979); Rapid repair - a quick and specialised body repair programme; e-Service appointments - an online service appointment facility; speed-o-service - quick repair service within 60 to 120 minutes using specialised manpower and infrastructure. The company has also put up a squad of '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.
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.
On whether the service package is also available for FIAT customers, Dube said that the offer is open for FIAT officials but no confirmation has been made yet.
He further said that offering 'service' forms a good part of the revenue earned and as more and more Tata cars (with more than 20,000 Nanos already on road) are being favoured by the Indian audience, getting all packages under one umbrella was the challenge. "Almost 9% of the total revenue earned comes from the service sector and so it is important that we concentrate more and up the percentage."
When asked about how the CarWale Team who are on an Endurance Run of the Nano across the country faced roadblocks in sourcing the spare parts, Dube said, "As far as we know, the kits are available to the dealers and there is no issue on getting the spare parts."
