Mercedes-Benz India has introduced a new My Mercedes My Service programme for its customers in order to revolutionise the after sales experience. There are three new initiatives with which it aims to set a new benchmark in luxury car service.
The first is the Digital Service Drive that uses latest technology to ensure transparent interactions between the customer and workshop. India is the only country, outside of the USA to get this Digital Service. One of its key highlights is video calls for workshop personnel-customer interaction. Customers can view the status of their car via automated Pre-Service, In-Service,Post Service SMS.
Customers will also get an estimate of the cost for servicing their car and feedback form post service at their registered e-mail id. For those customers who require the service centre to pick up and drop their car, Mercedes-Benz has introduced a service at doorstep service under the Digital Service Drive. The driver will carry an iPad that can be used by the customer to interact with the workshop personnel before pick up and after the drop. Customers can also book service appointments online nationwide. In a nutshell the Digital Service Drive uses the modern day convenience of electronic devices and quick internet connectivity to expedite the entire process of getting a car serviced.
The second initiative is the Premier Express Service that promises complete servicing of a Mercedes-Benz in a little over two hours. The time frame spans from welcoming the customer to issuing the gate pass after completion of service. The company has set up dedicated infrastructure at the workshops for this purpose, including service bays, tools and equipment. Each car will have a exclusive team comprising one team leader and two certified maintenance technicians. This service, however, will only be available for cars that require a general/periodic service.Which means, cars that require major service, warranty service do not fall under the scope of the Premier Express Service. Special AMG cars are also excluded.
Lastly, the company has introduced the Star Ease Service Programme which is designed to reduce the cost of ownership. The Programme is divided into two subsets, the Star Ease Compact Plus and the Star Ease Compact. The former includes packages such as 3 years or 30,000 kms, 3 years or 60,000 kms, 4 years or 40,000 kms, 4 years with 80,000 kms and also 5 years or 100,000 kms. The latter will be offered with two, three, four and five year packages with unlimited mileage. Besides there, there's a special 10 years or 2,00,000km package that new car owners can avail of. Customers will also get a complimentary Premier Express Service with the package.
Speaking about the new initiative, Roland Folger, managing director and CEO, Mercedes-Benz India commented, Though product introductions will remain important, we increasingly believe that service excellence and hassle free ownership experience will determine the long-term success of an automotive brand, even in the luxury car segment in India. At Mercedes-Benz, we strongly believe that a delightful, exclusive and outstanding service experience is pivotal in winning customers' loyalty. We are ready to comprehensively transform the after-sales experience for our customer with the launch of 'My Mercedes-My Service' programme. It boasts of multiple first initiatives and is a definitive step towards meeting the myriad demands of today's new age customers which makes them fans of the brand. After-sales is a key element in our growth strategy in India and we are confident this initiative will only fortify our formidable customer trust and service reputation created over decades."
At present, Mercedes-Benz India claims to have the densest service network amongst luxury car manufacturers, with 84 outlets spread across 40 cities. The company estimates that in 2016, its after sales will service over 1,60,000 cars. It also offers the roadside assistance service in 953 cities across India.
The My Mercedes My Service programme will help bolster Mercedes-Benz India's position in the luxury car market. After sales is a key aspect that influences sales in India and by focusing on providing a hassle free service experience, the company is hoping to retain as well as add new customers to its portfolio. Mercedes-Benz, lately, has been on a roll, both in India and abroad. After recently launching the GLS, the company is all set to launch the SLC43 AMG, sports car soon. Its powered by a 3-litre, bi-turbo V6 that develops 367PS. It comes with AMG sports suspension. The car also boasts of AMG front and rear axles, and AMG mounts for the engine and rear axle differential. Watch this space for all the updates.