Mercedes-Benz revs up after-sales service programme
Gurgaon: German luxury carmaker Mercedes Benz is strengthening after-sales service in India, especially in smaller cities, by offering new assistance programmes as part of the strategy to improve its market position.
Mercedes-Benz India is bringing new services such as diagnosing problems of its vehicles anywhere in the country by experts based in Pune via satellite to assist local technicians.
The feature is among other services launched today under 'My Mercedes' programme, which includes enhanced 24 hours on-road assistance and online service booking through smart phones and tablets using scanned QR (quick response) codes.
"With the market opening up in tier II and III cities, we need to have service available there for our customers. The technology available in our vehicle is very advanced and we need to develop technician who can handle it," Mercedes_Benz India Vice-President After-Sales & Retail Training Devdutta Chandravarkar said.
Keeping that in mind, he said, the company's National Remote Diagnostic Centre in Pune has been working on a pilot programme with its service centre in the city under which experts at its Pune centre can assist technicians anywhere in the country to diagnose problems in any of its vehicles.
"By the end of the year, this will be extended to our dealers in Surat, Ludhiana and Nashik," Chandravarkar said, adding that the aim was to roll out the facility across all its 43 service centres across 32 cities.
He said the company's aftersales service has seen 23 percent growth in terms of the number of cars serviced with more than one lakh cars this year.
Emphasising on the need to have a strong after-sales service, Mercedes-Benz India Managing Director and CEO Eberhard Kern said: "So far in the first nine months of the year we have posted 31 percent sales growth in a difficult environment. While we are happy with that, we also want to enhance what we offer in after sales, which is the other important aspect of our business."
In the January-September period this year, the company posted 31 percent growth at 6,461 units compared to 4,938 units in the same period last year.
It showed 58 percent year-on-year growth for the July- September period this year, selling 2,696 units. It sold 1,011 units in September this year, as compared to 654 units in the same period of previous year.
Kern said the company is optimistic of posting good numbers in the fourth quarter also as the October numbers so far have been promising.