Mercedes-Benz India has launched a new customer-centric initiative called Service on Wheels. Targeted at customers mainly in the tier-2 and tier-3 cities, where Merc’s reach is fairly limited, the said first-of-its-kind initiative will allow inspection, repairs, and service of Merc products. A service truck laden with trained personnel and Merc tools will start with a free inspection followed by general service. The company mentions that for more intensive jobs, an appointment has to be taken in advance.
For 2018, Service On Wheels will travel to 15 markets including Jalgaon, Gandhinagar, Jamnagar, Valsad, Kutch, Amravati, Udupi, Bellary, Dharwad, etc. The list will further increase next year. The service truck is also equipped with mobile lift, generator, diagnostic equipment, etc. In addition, there’s also a customer lounge — mimicking the comfort a full-fledged Merc dealership offers to its customers while their vehicle gets serviced.
The initiative, part of Mercedes-Benz’s ‘My Mercedes My Service’, is conceptualised by Mercedes-Benz India employees. It not only helps increase the brand’s reach in terms of after-sales service, it also ensures that customers in markets where Mercedes doesn’t have direct presence, don’t feel shortchanged. It’s launched in the city of Amritsar today.
Mercedes-Benz India’s MD and CEO, Roland Folger said, “With our ‘Go to Customer’ strategy we keep exploring novel ways to make the ownership experience of a Mercedes-Benz delightful. This time round, we are virtually going to the customer’s doorstep with our new initiative, ‘Service on Wheels.’ With this new offering, we can assure our customers, especially in cities beyond the large metros, complete peace of mind when it comes to the ownership experience of their cherished Mercedes-Benz. With the support of our dealer partners across the country, we are confident of implementing this innovative programme across markets. Being a highly customer-centric brand, our service doesn’t end at the sale of our product; in fact the long delightful relationship just begins from there. ‘Service on Wheels’ is yet another step towards the direction of creating service differentiation in the luxury car market, which is key to market success. As the leaders in the luxury car segment, we lead from the front when it comes to delivering customer service excellence and ‘Service on Wheels’ is a firm reiteration of our commitment to our valued patrons.”
Mercedes-Benz India’s VP for Customer Service, Retail Training, and Corporate Affairs, Santosh Iyer added, “As the innovators of unique customer service initiatives, it is our constant endeavour to create new benchmarks of customer delight in the luxury car segment. With the introduction of ‘Service on Wheels’, for the first time for a luxury car brand, we are breaking the barrier of fixed location set-up for servicing a luxury car. Novel and transparent initiatives like these are key differentiators in earning customer trust and help us consolidate our leadership position in the dynamic Indian luxury car market. We are overwhelmed with customer feedback for the various service initiatives under ‘My Mercedes, My Service’, and with this industry-first offering, we are confident that Mercedes-Benz will continue to remain the preferred luxury car brand for our existing and also prospective customers. Featuring the largest service truck deployed, ‘Service on Wheels’ will provide customers an experience which is similar to any Mercedes-Benz workshop, and will travel across the country benefitting customers with quick service at their doorsteps.”