Mahindra & Mahindra Ltd. (M&M Ltd.) leverages technology to offer an industry-first, zero contact service experiences for its customers called the ‘Contactless Service Experience’, just as some of its dealerships and workshops began opening up across the country. The company has resumed sales and service operations at select dealerships under a set of strict guidelines, to ensure the highest levels of safety for its customers and dealer staff.
Customers can now avoid coming in contact with any paper documents, cash or the payment machine while getting their vehicle serviced. All repair information and records will now be made available through the company’s ‘With You Hamesha’ mobile application. Owners will be able to view their repair orders including the parts used, job operations carried out and other associated costs including providing necessary approvals and payments online.
Additionally, Mahindra has also launched the live video streaming of recommended repairs straight from the service bay, called CustomerLIVE. Whenever required, service advisors will go live with customers over a video to explain the repairs identified during vehicle examination in the workshop and service advisors utilizing standard 3D images of frequently used parts to explain any wear & tear.
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. During these times, ensuring the safety of our customers through a hassle-free experience is of utmost importance to us. Our offering of ‘Contactless’ service experience digitally, supplements the safety precautions and strict guidelines we are implementing across all our touch points. We invite our customers to experience this all-new way of interacting with Mahindra”.
Currently Mahindra has opened close to 300 customer touchpoints across India, which is approximately 30% of the company’s overall network. Mahindra’s initiative of assuring safety & transparency through digital convenience comes in addition to a host of hygiene measures being implemented throughout its network of dealerships. The guidelines at the company’s showrooms and service centres take cognizance of all aspects of safety & hygiene during any customer interface at the dealerships and workshops – be it at the entry point, reception area or during vehicle demo, test drive, pick-up/ drop off, delivery and selecting payment mode.
Some of the guidelines include the screening of customers and staff for high temperature before entering the premises, alternate parking being utilized to ensure social distancing, ensuring all safety precautions such as the use of masks, gloves, frequent hand sanitization by the customer and staff, every vehicle being sanitized before it is taken for repair work and vehicles being repaired in alternate service bays in the workshop to ensure social distancing. Great care has also been taken in drafting these safety guidelines to ensure that they align with the guidelines suggested by Government bodies.