The Sarvottam 2.0 is providing customers with a unique Volkswagen experience by making the Brand, its people, network, information, products and services more accessible to customers. The program will build a sustainable & long-term customer connection. For the last 12 months, Volkswagen has been reviewing the entire customer purchase and ownership journey in India, identifying key improvement areas that would meet customer expectations in an era of accelerated transformation
Under the Accessible Brand objective, Volkswagen intends to redefine its customer experience by adopting the contemporary, young and vibrant global New brand design across its physical and digital touch points. On the Accessible People front, it is undergoing a comprehensive behavior change training process to make its frontline personnel even more customer oriented. Customer communication with sales & service consultants via sophisticated digital platforms via an online AV chat platform is being introduced to provide anytime, anyplace access for customers.
For Accessible Network and Accessible Information along with expanding its physical network, the digital online sales and service channel is being enhanced to provide a seamless experience to customers from choosing a car, finding the car, financing, insurance, booking a service appointment etc.
For Accessible Products and Services, customers can already avail the service Cam facility that provides detailed videos on the repair and maintenance work and work is carried out post the customer’s approval. The Brand has also gone live with a service cost calculator on its website to further enhance transparency and accessibility to the customers.
Commenting on the Sarvottam 2.0 initiative, Mr. Ashish Gupta, Brand Director, Volkswagen Passenger Cars India, said, “With the launch of Sarvottam 2.0, we take a big step towards bringing together our strategic initiatives for strengthening the relationship with customers. We intend to provide a seamless and transparent customer experience that’s digitally enabled, technologically advanced, efficient, connected and provides curated solutions to our customer’s requirement. We, at Volkswagen India, certainly believe that these initiatives along with a strong SUV product portfolio will result in a long-term and aspirational relationship with customers in India.”
The Sarvottam 2.0 initiative compels to provide a host of thoughtfully designed solutions that will be implemented and executed in phases over the next few months leading up to the launch of the Volkswagen Taigun.