Behind each shiny Mercedes-Benz is a bunch of people that work diligently and quietly to make sure that each automobile, from the A-class to the S-class stays that method. The German carmaker’s dedication to aftersales service is as exemplary as its drive to supply, arguably, the world’s greatest and most secure automobiles. That is as true in India as wherever else on this planet. All you’ve acquired to do is pay a go to to one of many producer’s many authorised workshops. (Mercedes-Benz India has 64 service touchpoints throughout the nation, so its prospects’ automobiles are by no means too removed from one.)
Mercedes-Benz ranked highest in aftersales service satisfaction amongst luxurious carmakers within the JD Energy 2018 India Buyer Service Index examine; however what’s it that makes the expertise totally different from these of different producers? One a part of it hinges on being unobtrusively environment friendly; the opposite is realizing learn how to make use of know-how correctly and but retain the human contact. These are values central to ‘My Mercedes. My Service.’ – the corporate’s complete aftersales initiative that optimises know-how to create each comfort and worth for the shopper.
Making know-how work
Every thing at Mercedes-Benz is a course of. Even inspiration and creativity, which supplies rise to cars such because the AMG GT, is a part of a technique that melds intelligence, emotion and forward-thinking. The identical philosophy is adopted by each one in all its authorised workshops throughout the nation.
And as with all different facets of the Mercedes expertise, its digitisation of a serious a part of
its aftersales service is so seamless, it nearly goes unnoticed.
The aftersales expertise for a buyer, no matter whether or not it’s his first Mercedes or the fifth, begins with discreet reminders over e mail and SMS from his or her buyer companies marketing consultant, a month earlier than the due date. A personalised service reminder SMS additionally directs the shopper to the net service appointment reserving web page. The method is about in movement, and it includes everybody from a Mercedes-Benz technician, who has intimate data of the automobiles, to a top quality supervisor, who oversees each facet of the aftersales expertise. Each Mercedes-Benz dealership has a variety of licensed technicians, from bench technicians to diagnostics engineers with years of coaching beneath their belt. Their experience, mixed with the usage of Mercedes-Benz Real Components, ends in automobiles getting impeccable service.
The digital expertise continues with the day the automobile is dropped off on the service centre – both by the shopper himself or by a chauffeur. Prospects also can avail a pick-up and drop-off choice, by which case one of many workshop’s automobile supply executives comes into the image. Armed with a pill, the chief notes down the automobile’s situation, and, if wanted, connects the shopper to his buyer companies marketing consultant. Ought to the shopper drop in himself, for a Premier Specific Service (by which a automobile is serviced in simply 140min) he could make himself snug on the buyer lounge, which delivers glorious hospitality with quiet sophistication.
On the job
Screens – of tablets, computer systems and diagnostic instruments – are an enormous a part of this expertise. A buyer companies marketing consultant or high quality supervisor can monitor your entire technique of the automobile on his pill, proper from the time it comes into the workshop and is prepared for allocation. A number of faucets on the pill display screen and an estimate is shipped to the shopper for his or her approval, after the automobile has been checked by the licensed technician.
Mercedes’ technicians have years of coaching beneath their belt
Ought to he be away from the workshop and need to monitor the progress of the work on his automobile, a video name from the customer support marketing consultant’s finish will get him the readability he seeks. Equally, a top quality supervisor will get to know precisely at what stage of the service a automobile is in, or which bay of the workshop it’s positioned in – even the time allotted to ship it to the shopper – due to the Job Controller display screen. The Job Controller display screen dispenses particulars on spare components stock and such. How does all this assist the shopper? He will get full transparency on the work course of, and has entry to up-to-date details about his automobile.
Delivering the very best
As soon as a automobile has been serviced and handed over, Mercedes-Benz’s buyer companies consultants search prompt suggestions on the automobile from the shopper. Did she or he discover the automobile to be clear? Is there the rest that she or he would need to be achieved? The suggestions type is mailed again to the customer support marketing consultant, who will get in contact with the shopper after 5 days for extra detailed suggestions, which is bookmarked and stored in thoughts when the following service is due. The great digitisation of the aftersales expertise is however one vital a part of the Mercedes-Benz aftersales universe. As at all times, it’s backed by a human contact that helps the producer stay as much as its slogan: The Finest or Nothing.