Tata Motors new customer support initiatives

At present, the business has about 1240 service workshops, each in a radius of 65 km.  The business will also beef up the service infrastructure for its Ace and Magic family of vehicles, by setting up new and upgrading all existing service points into 2-bay workshops known as Tata Authorised Service Point, to facilitate further penetration of the range in the interiors.

Road-side assistance

Tata Alert, a road-side assistance programme for the full range of Tata Motors commercial vehicles is also among the plans, to be implemented by 2012. Over the coming months, customers will also have facilities, like the Tata Easypay Card, to ease payments at any authorised service workshop, and extended warranties with options as per customer needs.

The company already provides 24x7 Assistance on any sales/service/product issues and spares parts availability across the country, through Tata Connect. Customer facilities already include Annual Maintenance Contract for customer desired periods (kilometres/hours) at pre-determined prices, reconditioned aggregates on an exchange
basis to reduce vehicle downtime, fleet maintenance, on-site service support, Tata Genuine spare parts and Tata Delight, a customer loyalty programme for owners of its commercial vehicles.

The various customer care initiatives include: Customer Assistance Centre (CAC): It is a
nodal point receiving feedback through various access mechanisms and coordinating 24x7 assistance on any sales/ service/ product issues and spares parts availability to all customers across India.

Annual Maintenance Contract (AMC): Annual Maintenance Contract (AMC) is offered for complete preventive & scheduled maintenance and breakdown repairs of driveline at predetermined prices for a period covering desired kilometres/hours.       

Recon Products: Tata Motors offers reconditioned aggregates on exchange basis which help in reducing the downtime of a vehicle.

Fleet Maintenance: Fleet Maintenance Contract is offered for complete maintenance of vehicles, excluding tyres and accidental repairs, for a predefined period or kilometres/ hours.

Onsite Service Support: To meet tight project schedules, tippers deployed on-site, which are away from town-based dealers or TASS, get on-site service through on-site packages.

Tata Alert: To support customers in case of emergency break-down on highways, road side assistance is available on the Golden Quadrilateral & N-S/E-W Corridors.
ISO Certification for Workshops/TASS: Towards imparting a uniform and delightful experience to customers at all touch points, Tata Motors is getting its dealers certified for ISO 9001:2008 through Bureau Veritas.

Workshop Infrastructure Development: Towards imparting a uniform service quality, the business is supporting its channel partners in upgrading their workshops with modern equipment. Eight equipment suppliers have been tied up to supply & provide turnkey solutions to workshops.

Service Training: There are five service training centres imparting advanced product & maintenance knowledge to mechanics, technicians, customers, fleet operators and institutional customers. Besides, on-site field training is also imparted.

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