By
Tricitynews
Chandigarh 20th July:- India’s largest luxury car manufacturer Mercedes-Benz today announced
the launch of yet another innovative customer service offering for its
customers called ‘Service on Wheels’. This novel initiative comprises a service
truck equipped with all tools along with professional service personnel to attend
tocustomer cars, especially in Tier 2and tier 3cities where Mercedes-Benz
doesn’t have a direct presence. On being notified, a mobile service truck will
visit the customer’s area and carry out the inspection, repairs and service of
the car, adding great value and convenience to the customers.This initiative is
part of Mercedes-Benz’s hugely popular service differentiation strategy under
the ‘My Mercedes, My Service’ umbrella, launched in July 2016.
‘Service on Wheels’ is a
first-of-its-kind initiative in the Indian luxury car industry, which is highly
customer-centric and tailor-made for the Indian market. This concept is a
result of the Business Innovation
project which is conceptualized by the employees of Mercedes-Benz India. It was
launched by Roland Folger, Managing Director & CEO and Santosh Iyer, Vice
President-Customer Service, Retail Training and Corporate Affairs,
Mercedes-Benz India in the key market of Amritsar today.The Phase I of‘Service
on Wheels’ will travel to 15 different Tier 2 and Tier 3 markets undertaking
service related requirements of customers in the remaining months of the 2018.
On the introduction of this
customer service initiative, Roland Folger, Managing Director & CEO, Mercedes-Benz
India said that with our ‘Go to Customer’ strategy we keep exploring novel ways
to make the ownership experience of a Mercedes-Benz delightful. This time round,
we are virtually going to the customer’s doorstep with our new initiative,
‘Service on Wheels.’ With this new offering, we can assure our customers, especially
in cities beyond the large metros,complete peace of mind when it comes to the ownership
experience of their cherished Mercedes-Benz. With the support of our dealer
partners across the country, we are confident of implementing this innovative
programme across markets.
Roland Folger further added that being a highly customer-centric
brand, our service doesn’t end at the sale of our product;in fact the long
delightful relationship just begins from there. ‘Service on Wheels’ is yet another
step towards the direction of creating service differentiation in the luxury
car market, which is key to market success. As the leaders in the luxury car
segment, we lead from the front when it comes to delivering customer service
excellence and ‘Service on Wheels’is a firm reiteration of our commitment to
our valued patrons.
Rolling out the ‘Service on
Wheels’ initiative, Santosh Iyer, Vice President - Customer Service, Retail
Training and Corporate Affairs, Mercedes-Benz India stated that as the
innovators of unique customer service initiatives, it is our constant endeavour
to create new benchmarks of customer delight in the luxury car segment.With the
introduction of ‘Service on Wheels’, for the first time for a luxury car brand,
we are breaking the barrier of fixed location set-up for servicing a luxury car.Novel
and transparent initiatives like these are key differentiators in earning
customer trust and help us consolidate our leadership position in the dynamic Indian
luxury car market. We are overwhelmed with customer feedback for the various
service initiatives under ‘My Mercedes, My Service’, and with this industry-first
offering, we are confident that Mercedes-Benz will continue to remain the
preferred luxury car brand for our existing and also prospective customers.Featuring
the largest service truck deployed, ‘Service on Wheels’ will provide customers
an experience which is similar to any Mercedes-Benz workshop, and will travel
across the country benefitting customers with quick service at their doorsteps.
With a history of
serving customers in India since the last 24 years, Mercedes-Benz is known to
provide the best-in-class service to its patrons. ‘Service on Wheels’ is an
easily accessible mobile service centre for customers where a Mercedes-Benz
dealership is not available conveniently. The technical team in the service
truck inspects the car using a mobile lifting platform.Instances of the vehicle
check comprises lights, windscreen, wipers, brake discs/pads, leaks, battery,
etc.