Mahindra & Mahindra Ltd. (M&M Ltd.), a part of the 20.7 billion Mahindra Group, today announced its new ‘Contactless Service Experience’ for its vehicle owners, just as some of its dealerships and workshops began opening up across the country in line with Government advisories. There are many industry-first service offerings from Mahindra, which has always been at the forefront of digitizing the vehicle purchase and ownership experience in India.
The company has resumed sales and service operations at select
dealerships under a set of strict guidelines, to
ensure the highest levels of safety for its customers and dealer staff. Mahindra is working to assure complete safety to its customers whether they get their
vehicles serviced from the comfort of their own homes or choose to visit a
Nakra, CEO – Automotive Division, M&M Ltd.
said, “The launch of our unique ‘Contactless’ service, in addition to our newly
launched ‘Own Online’ digital platform, will help us to provide a holistic and
contactless Sales & Service experience to our customers. During these
times, ensuring the safety of our customers through a hassle-free experience is
of utmost importance to us. Our offering of ‘Contactless’ service experience
digitally, supplements the safety precautions and strict guidelines we are
implementing across all our touchpoints. We invite our customers to experience
this all new way of interacting with Mahindra”.
The ‘Contactless’ service experience offers the following
- Customers can now avoid
coming in contact with any paper documents, cash or the payment machine
while getting their vehicle serviced.
- All repair information
and records will now be made available through the company’s With You
Hamesha mobile application (WYH app download – http://bit.ly/WYH-APP/With You Hamesha on
WhatsApp – https://bit.ly/WYHWA). Owners will be able to
view their repair orders including the parts used, job operations carried out
and other associated costs including providing necessary
approvals and payments online.
- Mahindra has launched for
the first time in India, the live video streaming of recommended repairs
straight from the service bay, called CustomerLIVE. Whenever required, service advisors will go live with
customers over video to explain the repairs identified during vehicle
examination in the workshop and service
advisors utilising standard 3D images of
frequently used parts to explain any wear & tear.
- Mahindra customers can
also effortlessly & easily receive their service related documents &
updates on WhatsApp (With
You Hamesha’s WhatsApp account – 7208071495).
With You Hamesha app provides its users the ease of
booking a service appointment for a chosen slot, request a pick up & drop
off, view service costs, vehicle history, warranty/ RSA renewal details,
enables live chat and an industry-first chatbot, called TotBot, for swift
query resolution & transactions. Mahindra
has been actively engaging with customers through multiple media, providing remote
support, sharing vehicle maintenance tips and keeping them updated on the
status of operations at its workshops.
Guidelines for Safety and Hygiene at Mahindra Showrooms
and Service Centres
Currently Mahindra has opened close to 300 customer touchpoints
across India, which is approximately 30% of the company’s overall network.
Mahindra’s initiative of assuring safety & transparency
through digital convenience comes in addition to a host of hygiene measures
being implemented throughout its network of dealerships. The guidelines at the company’s showrooms and service
centres take cognizance of all aspects of safety & hygiene during any
customer interface at the dealerships and workshops – be it at the entry
point, reception area or during vehicle demo, test drive, pick-up/ drop off,
delivery and selecting payment mode etc.
Some of the guidelines include – the
screening of customers & staff for high temperature before entering
the premises, alternate parking being utilized to ensure social distancing,
ensuring all safety precautions such as the use of masks, gloves, frequent hand
sanitization by the customer and staff, every vehicle being sanitized before it
is taken for repair work and vehicles being repaired in alternate service bays
in the workshop to ensure social distancing. Great care has also
been taken in drafting these safety guidelines to ensure that they align with
the guidelines suggested by Government bodies.
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The Mahindra Group is a USD
20.7 billionfederation of companies that enables people to rise
through innovative mobility solutions, driving rural prosperity, enhancing
urban living, nurturing new businesses and fostering communities. It enjoys a
leadership position in utility vehicles, information technology, financial
services and vacation ownership in India and is the world’s largest tractor
company, by volume. It also enjoys a strong presence in agribusiness,
aerospace, commercial vehicles, components, defense, logistics, real estate, renewable
energy, speedboats and steel, amongst other businesses. Headquartered in India,
Mahindra employs over 2,40,000 people across 100 countries.