INDUSTRY SPOTLIGHT

Today customers have become accustomed to availing services ‘right here right now’, and have access to a host of options at their fingertips to make an informed choice.

In order to meet this ever-growing need for convenience, choice and certainty in offerings, we have formulated the Digital Strategy spanning entire customer life-cycle journey i.e. pre-sales, sales and post-sales. We have committed ourselves to providing high quality customer experience through digital initiatives like “Sales pitch on tablets and kiosk” in 2012 and ever since we have been making consistent improvements be it the i-ACE app, CCM App, “ Talk To Experts”, E-Commerce tie-ups, Audatex, Virtual Training and ACE-MDW. With our Digital Strategy we have our upcoming pre-sales experience platform which will ensure a superlative customer experience in pre-sales phase. Also the new-generation www.withyouhamesha.com ensures a seamless and Industry first best-in-class experience in post sales phase for the customer.

Pain points identified during customer research:

PRE SALES

  • Inconsistent and overload of information
  • Personal expert assistance to solve queries
  • Effort/time spent on travelling to different dealerships
  • Participation of family/friends in decision making
  • Need to repeat requirements every time a dealership is visited
  • Customised information to suits needs/profile

SALES

  • Test drive experience
  • Vehicle demonstration not up to the mark
  • Transparency (Price/Scheme, Accessories/Insurance)
  • Professionalism in sales consultant behavior
  • Transparency in communicating information like delivery date transparency exact vehicle status etc.
  • Incomplete documentation
  • Condition of vehicle during delivery
  • Enthusiasm during delivery

POST SALES

  • Quality of job
  • Explanation of cost & repair
  • Delivery time visibility
  • Attitude of staff
  • Hassle free pickup
  • Repeat repair
  • Job completion time high
  • Over charging - labour
  • Service advisor not honest & trustworthy
  • Knowledge of staff

ON-DEMAND SERVICES

Every service is needed at the fingertips

ABILITY TO COMPARE SERVICES

Comparison sites contribute to 20% of e-commerce business in developed markets

QUICK RESPONSE TIME

On Flipkart, 40% of high value items are booked with 1-day delivery guarantee

CASHLESS & PAPERLESS

TRANSACTIONS

India has 135 million e-wallet customers

TRANSPARENCY = TRUST

Consumers are highly appreciative of all information that help track order/service status

PRE SALES

PRE-SALES EXPERIENCE PLATFORM

Today’s car buyer is getting increasingly tech savvy. Studies suggest that more than 80% of car buyers research online once they begin their journey to purchase a car. While a consumer is researching a vehicle, he/ she goes to multiple third party sites, speaks to their friends/relatives and also seeks expert opinion before they make a decision of vehicle purchase. Thus, the pre-purchase phase of consumer journey is not hassle free as they have to go to multiple avenues.

Hence to address customer’s pain points in the pre-purchase phase, we have built an industry first digital platform that offers a host of unique experiences that would make product purchase a lot more collaborative between customer, M&M and people that matter in the decision.

Through our pre-sales experience platform the whole user experience in the pre-purchase phase will be seamless and convenient.

SALES

ECOMMERCE TIEUPS

We have entered into multiple e-commerce tie-ups to offer online booking and buying facilities to our prospective customers. This online sales strategy will help us access a vast network of customers and enhance our reach.

POST SALES

WITH YOU HAMESHA

We have launched WithYouHamesha.com, a website offering post-sales services to Mahindra vehicle owners. The digitisation of the service process aims to make the experience more convenient for customers with features like online service booking, Service history tracking, convenient pick-up/drop, online pms estimate calculator, e-job card, RO status update, Online payment of service expense. These features makes the process more transparent and personalised.