Bengaluru: After sales service is one of the key things that will add to a brand’s reliability esp. in automotive sector, and Mercedes-Benz India hopes to set a new benchmark in after sales by introducing a new service program called “My Mercedes-My Service”. This program comprises of 3 parts Digital Service Drive, Premier Express Service, and service products.
Digital Service Drive aims to get rid of papers and send service updates to their customers via SMS, emails and video calls. These updates will include pre-service, in-service, and post-service communications. Customers can get an in-workshop view and expert advice via video calls. This program also helps customers to book service appointments and check slot availability real time.
As the name suggests, the Premier Express Service enables complete servicing of a Mercedes-Benz in a little over two hours. The company has made a dedicated infrastructure within the service center comprising dedicated bays, two post lift, dedicated tools & equipment and dedicated special tools like brake pad and disk test gauge, brake caliper tool, oil filter cap etc. There is also a dedicated team for ‘Premier Express Service’ comprising one Team Leader and two Certified Maintenance technicians. This service is available across all metro cities. Premier Express Service, however, excludes major service and repairs, warranty repairs or service on specialty AMG vehicles.
Under Service Products, customers can opt for service packages that span for different durations like 3 years/60,000km, 4 years/40,000km, 4 years/80,000km and 5 years/100,000km. This reduces the cost of maintenance of the Mercedes cars. For new customers, Mercedes is providing a 10 year/200,000km service package as well.
Roland Folger, Managing Director & 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.”
Further elaborating – “As pioneers of luxury motoring in India, and with more than 84,000 loyal customers, we have the largest pool of luxury car customers for a luxury brand in India. It has been our relentless endeavour to make ‘customers for life’ through our various service initiatives and we have a strong lead in after-sales domain. A testimony to these efforts has been our consecutive No.1 position in the coveted JD Power Customer Satisfaction Index survey, for a luxury car brand. As more customers increasingly fall back on the service experience for reinvesting in the brand, innovations like ‘My Mercedes-My Service’ will offer them an unmatched vehicle ownership experience resulting in trust and loyalty. Innovative service products like Star Ease offers lowest ownership costs for customers in the luxury segment. We want our patrons to experience the industry benchmark service programs offered through ‘My Mercedes-My Service’ that promises complete peace of mind while driving their cherished Three Pointed Star.”
“Mercedes-Benz service experience is highly customer oriented and aims to be efficient, transparent, nominally priced and most importantly fast, to retain the loyalty of our new age patrons. ‘My Mercedes-My Service’ promises to transform the after-sales experience with never-seen-before initiatives, not only in the luxury car segment, but also across the entire automotive sector in India. Be it digitizing our entire service process through the Digital Service Drive or launching the Premier Express Service programme, these novel initiatives are aimed at providing a whole new experience to our discerning patrons. Additionally, comprehensive service packages like the Star Care, Star Care+ and Star Ease under this programme will provide an absolute hassle free experience of owning a Mercedes-Benz vehicle.” He added.
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