Zero contact service experience will ensure customers do not come in contact with any paper document or cash
With everyone following the same path in what looks like something of an exit strategy for lockdown, Mahindra has laid guidelines for its ‘Safe, Contactless & Digitized’ service experience. This takes into consideration zero contact customer service experience. As per local authority directives, the auto manufacturer will see operations resume at select showrooms and workshops.
Mahindra Contactless Service Experience for vehicle owners has been curated under strict safety guidelines. With some dealerships and workshops becoming operational, Mahindra is keen on customer safety, whether they get their vehicles serviced from the safety of their home, or if they choose to visit an operational workshop.
Veejay Nakra, CEO – Automotive Division, M&M Ltd. said, “The launch of our unique ‘Contactless’ service, in addition to our newly launched ‘Own Online’ digital platform, will help us to provide a holistic and contactless Sales & Service experience to our customers.”
All approaches now culminate to ensuring safety and a hassle-free experience. Following the renewed approach, customers can avoid coming in contact with any paper documents, cash or the payment machine during a service. Repair info, and records will be available through the With You Hamesha mobile app. Repair orders including parts used, job ops undertaken, associated costs including needed approvals can be viewed online.
Through Mahindra CustomerLIVE live video streaming, customers can view repairs from the service bay, called. When necessary, service advisors will be live with customers over video to explain repair procedure identified during vehicle examination. Standard 3D images of frequently used parts will be used to explain any wear and tear to vehicle owners. Service related documents and updates will be sent on WhatsApp via the WYH WhatsApp account – 7208071495.
WYH app lets users book a service appointment during a specified slot, request pick up and drop off, view service costs, vehicle history, warranty/ RSA renewal details, and all other enquiries. With about 300 customer touchpoints operational in India, Mahindra is operating about 30 percent of the brand network.
Digital convenience and hygiene measures are priorities at the dealership network. This is in line with safety and hygiene guidelines for customer interface at dealerships and workshops.
Guidelines include staff and customer screening for high temperature before entering a premise, and alternate parking to ensure social distancing. General safety precautions highlight the use of masks, gloves, frequent hand sanitization by customer and staff, vehicle sanitization before being taken for repair work, and repairwork being carried out on alternate service bays.