Due to the Covid-19 pandemic, its not just car sales but now car servicing is also getting digital.
Technology offering new solutions by getting mobilizing and digitizing.
Car services are not the exception by going contactless and the touch-free.
The virus impact has totally changed the way we approach our daily life.
With unlock 1.0, India gradually starting back to normal life with necessary security and precautions.
Similarly, Automobile industry by considering the situation initiated a major change by going digitized in terms of car sales as well as car service.
There is new concept introduced contactless car servicing to resume in the business after months of lockdown.
How to Reach for Contactless Car Servicing
During the nationwide lockdown all car showrooms and service centres across India were closed.
Customers has not driven cars for days and causes an issues. Eartlier, it is npt possible for customers to contact for car servivce but now here is the solution.
In an interview with Autocar India Subhajit Roy, SGM at Tata Motors said “Our regional service assist team has requested for special permissions in several cities to provide maintenance and services for vehicles that need repair.
He added “For Tata Motors customers who are providing essential services during the lockdown, such as the police and healthcare professionals, we sought special permission from local legal authorities for providing vehicle maintenance service to them. Between 23rd March and 27th May, we serviced 212 vehicles of customers who are providing essential services and are working on the frontline of the pandemic,”
Partho Banerjee, ED at Maruti Suzuki “Customers across India have been facing some challenges with their parked vehicles, which include breakdowns, battery discharge specially the lithium-ion batteries, flat tyre among others. We are focused on educating the customers during these tough times and so far, we have tapped 30 million customers through our social media platforms,”
Sanitization on Car Servicing
Customers demands has been changed now.
More customers focused for vehicles to be sanitised and also wanting service personnel to minimising human interaction.
Tata’s Roy said “Customers have lately been requesting sanitisation of their vehicles. In order to cater to that request, we have introduced a special initiative titled, ‘No touch by hand’. Under this initiative, we have introduced bio-degradable disposable steering wheel covers, along with driver seat and gear knob covers. These covers are put when the vehicle enters the workshop for servicing and are disposed in front of customers at the time of delivery,”
Infact Maruti has increase in customers asking for their vehicles to be serviced at home.
Banerjee said “We have seen a significant increase in the customer demand for our service on doorstep, service on wheels and pickup & drop facilities. Furthermore, we introduced new safety SOPs for our workshops in line with the government norms and have trained over 80,000 members and introduced 20 new SOPs to ensure maximum hygiene, sanitisation and safety standards.”
What is Contactless Car Servicing?
As industries already selling contactless car by going online.
Now its time for car service. Companies working hard to avoid unnecessary visit on center. Car makers willing to provide as much as possible service at your door step.
Roy said “There are some customers that have requested for contactless servicing. In such cases, we at Tata Motors are ensuring arranging vehicle pickup and drops and providing the status of the same to our customers on our customer service app and by SMS. Additionally, we are also accepting online payments to reduce physical contact,”
Banerjee said “Contactless processes are the need of the hour. We have focused on strengthening the digital car service experience with online job card opening, online customer approval, documentation and invoice processing,”
Appointments Required for Contactless Car Servicing
As industry working with limited staff and resources. So for keeping in mind social distancing car makers comes up with an initiative of taking appointment for car services.
Roy said “In most cases, we are delivering the car on the same day to the customers. However, if the vehicle arrives at the workshop at a later time during the day, it is kept at the workshop overnight. This also applies to vehicles that require battery charging. Vehicles that have been severely damaged due to an accident are returned within a span of 3-4 days. Additionally, due to the lockdown, we are constantly in touch with customers regarding their appointments, so we can make arrangements for spare parts and manpower accordingly,”
Banerjee added “As per the latest government norms, we are working with approximately 50 percent of the manpower employed across 60 percent of our dealerships. Today, we have over 2,800 workshops operational. To ensure complete customer and employee safety, we introduced online booking of services based on time slots to maintain optimum hygiene across our dealerships in India. Currently, we service 30,000 vehicles per day as compared to 50,000 cars at our full capacity before the lockdown,”
It is expected that people will choose own vehicle over using sharing public transport. That includes trains, buses, shared taxis, etc.
That will definitely mean more car sales as well as increase in car service.
Contactless car servicing is a better option to choose.
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