Tata Motors has announced a new service initiative called EzServe, a two-wheeler-based service concept that aims to provide basic service, quick repairs and resolution of concerns to customers at their doorstep.
Dimple Mehta, head of Customer Care, Domestic and International Business, Tata Motors Passenger Vehicles said, “Our endeavour is to enhance service touchpoints with focus on shorter formats to make us close to our customers.”
The company has added 160 new service workshops for passenger vehicles in FY22 (April 2021-March 2022), taking its total country-wide touch points to 705 operational workshops. The expansion, Tata Motors said, has helped increase the service coverage across 485 cities, and increased the number of cars serviced last year by 30 percent.
The EzServe unit comes with an elaborate kit containing three utility boxes mounted on the bike’s rear. These boxes are packed with spare parts, a vacuum cleaner, a jack and jack stand and several hand tools.
The company, while ensuring that senior technicians are well-groomed, has digitised the process of registering repair orders at workshops. The workshops are designed to promptly respond to customer queries, provide cost estimations and work in sync with its Service Connect App, which relays real-time data to the after-sales teams. This app provides services like booking, vehicle pick-up request, updates on vehicle repair status, viewing of repair estimates for scheduled and frequent jobs amongst others.
This online platform can also be used for information regarding vehicle servicing, authorised dealers / service centre locations as well as services like extended warranty and 24x7 roadside assistance.
Tata Motors ended FY22 with one of the best years for sales – 3,70,372 units, recording a 67 percent increase over the previous fiscal. The company has been firing on all cylinders with SUV sales, led by the Punch compact SUV leading the charge and the Nexon EV in the electric segment. In January, the company also forayed into the CNG sector with two offerings – Tiago and Tigor.
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