The importance of providing good customer care service is really high in a country like India. Buyers in the country value brands that ensure that they face no problems in terms of servicing of cars. Also, since there are thousands of customers for a particular brand, it becomes really difficult for companies to cater to all with the same attention. Thereby, auto makers in India constantly try to provide unique services to attract buyers. Recently, Indian auto maker Mahindra & Mahindra made an announcement regarding the launch of a new customer care service named QWIK. By availing this, customers who have a range of Mahindra vehicles would get the chance to reduce time spent at service centres. This service, first of its kind, was inaugurated in Chennai, the capital of Tamil Nadu.
As per reports, Mahindra QWIK aims at improving efficiency as far as servicing of vehicles is concerned. This facility features a compact workshop that has one or two bays. The highlight of Mahindra QWIK is its team of technicians, experts and service advisors, who have been specially trained. Techniques regarding enhancement of productivity have been taught to the team, which helps them to deliver quality in a short space of time.
It is being said that the firm has planned intelligently in order to ensure quickness, effectiveness and efficiency in customers by pre-deciding the kind of issues that will be handled by these outlets. In addition, Mahindra & Mahindra has made the provision of an air-conditioned lounge with Wi-Fi for customers so that they can wait while their car is being serviced. The firm has designated a time of 90 minutes or less for this service, which is subject to the nature of service. In true modern day style, the company has installed timer clocks, which show the time remaining on a particular service.
Sanjoy Gupta, Vice-President for Customer Care at Automotive Division for Mahindra & Mahindra, spoke about the firm's plans and this new service. “The launch of Mahindra QWIK facility is in line with our promise to launch various customer centric initiatives, such as the previously launched ‘With You Hamesha’ mobile App, You Tube DIY channel, XUV500 and Quanto mobile App amongst others. Mahindra has always endeavoured to be at the forefront of customer engagement and with Mahindra QWIK we aim to create a whole new benchmark in customer experience,” he was quoted as saying.
Industry experts believe that this service has the potential to strike a chord with customers and will go a long way in further developing their brand image. Mahindra & Mahindra is one of the most popular brands in the country and is known for producing top class utility vehicles. Models like Scorpio, Xylo and XUV500 have performed really well in the Indian car market. Despite its popularity and image, Mahindra & Mahindra has not performed according to expectations in 2013 due to a number of reasons.
There is another reason why services like these are necessary in the modern day scenario. Competition in the Indian car market is pretty high as more companies are entering the foray. Thereby, creating an impact on minds of buyers is necessary in order to build a base for future. Retaining customers is also critical in the modern day scenario as there are many options in terms of auto makers. If one takes a closer look, brands like Maruti Suzuki and Hyundai are dominating the passenger car segment not only because of good cars but excellent after-sales services as well.
Sanjoy Gupta also spoke about the location of these outlets and what the brand has done to ensure efficiency. “Developed for utmost convenience, QWIK service outlets are strategically located in the city offering quick service solutions and essential periodic maintenance services to our customers who may otherwise have to queue-up at the workshop and who often end up spending the day at the service centre. Mahindra QWIK will also encourage customers to take prior appointment using the With You Hamesha mobile App which will enable them to activate options like pre-opening of repair orders, work scheduling, parts pre-pulling, etc. This will further enhance the vehicle service experience for our customers when they visit these specialized compact service outlets. We are very confident that our customers will truly benefit from this unique service proposition and it will be a significant step towards providing them with a delightful experience,” he said.
