24 October, 2011
Tata Motors Commercial Vehicles Business Unit (CVBU) has announced a slew of initiatives, further extending and strengthening the reach of its customer service. The announcements coincide with the business’ observance of National Customer Care Day on October 23. It was on October 23, 1954, that the first truck of the company was rolled out.
Among the new initiatives is availability of a Tata authorised service workshop (TASS) in a radius of 30 km across the country by 2015. At present, the business has about 1240 service workshops, each in a radius of 65 km. The business will also beef up the service infrastructure for its Ace and Magic family of vehicles, by setting up new and upgrading all existing service points into 2-bay workshops known as Tata Authorised Service Point, to facilitate further penetration of the range in the interiors. Tata Alert, a road-side assistance programme for the full range of Tata Motors commercial vehicles is also among the plans, to be implemented by 2012.
Over the coming months, customers will also have facilities, like the Tata Easypay Card, to ease payments at any authorised service workshop, and extended warranties with options as per customer needs.
The company already provides 24×7 Assistance on any sales/ service/ product issues and spares parts availability across the country, through Tata Connect. Customer facilities already include Annual Maintenance Contract for customer desired periods (kilometres/hours) at pre-determined prices, reconditioned aggregates on an exchange basis to reduce vehicle downtime, fleet maintenance, on-site service support, Tata Genuine spare parts and Tata Delight, a customer loyalty programme for owners of its commercial vehicles.
The various customer care initiatives include:
Customer Assistance Centre (CAC): It is a nodal point receiving feedback through various access mechanisms and coordinating 24×7 assistance on any sales/ service/ product issues and spares parts availability to all customers across India.
Annual Maintenance Contract (AMC): Annual Maintenance Contract (AMC) is offered for complete preventive & scheduled maintenance and breakdown repairs of driveline at predetermined prices for a period covering desired kilometres/hours.
Recon Products: Tata Motors offers reconditioned aggregates on exchange basis which help in reducing the downtime of a vehicle.
Fleet Maintenance: Fleet Maintenance Contract is offered for complete maintenance of vehicles, excluding tyres and accidental repairs, for a predefined period or kilometres/ hours.
Onsite Service Support: To meet tight project schedules, tippers deployed on-site, which are away from town-based dealers or TASS, get on-site service through on-site packages.
Tata Alert: To support customers in case of emergency break-down on highways, road side assistance is available on the Golden Quadrilateral & N-S/E-W Corridors.
ISO Certification for Workshops/TASS: Towards imparting a uniform and delightful experience to customers at all touch points, Tata Motors is getting its dealers certified for ISO 9001:2008 through Bureau Veritas.
Workshop Infrastructure Development: Towards imparting a uniform service quality, the business is supporting its channel partners in upgrading their workshops with modern equipment. Eight equipment suppliers have been tied up to supply & provide turnkey solutions to workshops.
Service Training: There are five service training centres imparting advanced product & maintenance knowledge to mechanics, technicians, customers, fleet operators and institutional customers. Besides, on-site field training is also imparted.
E-learning: With the increase in number of workshops and requirement of trained personnel at workshops, an e-learning initiative, the first such in the auto industry, has been implemented. It provides web-based multi-lingual training for technicians.
Skilled Mechanic Development: With the surge in demand of trained manpower, an initiative has been taken to upgrade Industrial Training Institutes (ITI) so that skills are relevant to requirement.
Skilled Workshop Manager Development: To support network expansion plan, trained workshop managers are being developed through the “Tata Motors Certified Works Manager” programme.
Driver Training Institutes: The initiative is a one-stop shop for training, covering theoretical and practical training.
About Tata Motors
Tata Motors is India’s largest automobile company, with consolidated revenues of Rs. 1,23,133 crores ($ 27 billion) in 2010-11. Through subsidiaries and associate companies, Tata Motors has operations in the UK, South Korea, Thailand, Spain and South Africa. Among them is Jaguar Land Rover, the business comprising the two iconic British brands. It also distributes Fiat cars in India, and has an industrial joint venture with Fiat in India. With over 5.9 million Tata vehicles plying in India, Tata Motors is the country’s market leader in commercial vehicles and among the top three in passenger vehicles. It is also the world’s fourth largest truck manufacturer and the third largest bus manufacturer. Tata cars, buses and trucks are being marketed in several countries in Europe, Africa, the Middle East, South Asia, South East Asia and South America.