Mercedes-Benz India has introduced a new My Mercedes My Service programme for its customers with a specific end goal to change the after deals experience. There are three new initiatives with which it intends to set a new benchmark in luxury car service.
The first is the Digital Service Drive that uses most recent innovative technology to ensure transparent communications 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 see the status of their car via automated Pre-Service, In-Service,Post Service SMS.
Customers will also get an assessment of the expense 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 gadgets and quick internet connectivity to expedite the entire process of getting a car serviced.
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 make 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.”