Pune, August 18th, 2023: Tata Motors authorized dealerships have introduced the innovative EzServe programme in Pune, marking a significant advancement in customer service for two-wheeler owners. Designed to offer a safe and hassle-free experience, EzServe provides customers with doorstep service solutions. The two dealerships in Pune, namely Garve Cars and Devaki Motors LLP, have incorporated this pioneering programme, revolutionizing the way customers engage with vehicle servicing.
EzServe is a customer-centric initiative that brings convenience and efficiency to the forefront. The programme encompasses a range of services, including basic maintenance, quick repairs, and issue resolution, all carried out at the customer’s preferred location. Since its inception in April 2023, the programme has already benefited over 2500 customers in Pune, highlighting its impact and popularity within a short span.
The core idea behind EzServe is to enhance customer delight by saving their valuable time and effort. Meticulously designed, each EzServe unit adheres to motor vehicle regulatory norms while ensuring manufacturing feasibility. These units consist of three utility boxes constructed from Fibre Reinforced Plastic (FRP) and mounted on the rear of specialized bikes. Packed within these boxes are an array of essential components, including spare parts, lubricants, consumables, a vacuum cleaner, an eco-wash kit, a jack, jack stands, and a variety of hand tools.
The success of EzServe hinges on the training and expertise of Tata Motors’ in-house technicians. These technicians undergo comprehensive training, guided by Diagnosis Expert Technicians (DET) to enhance their technical knowledge, and by Customer Relations Managers (CRM) to refine their interpersonal skills. Tailored training courses are designed based on individual skill matrices, ensuring that each technician is well-equipped to provide top-notch service. An EzServe bike is operated by a Senior Technician, supported by a Senior Advisor (SA), and a CRM, ensuring a seamless customer experience.
To augment customer convenience further, Tata Motors has streamlined the process of registering repair orders at their workshops. This digitized approach enables workshops to swiftly respond to customer queries, provide cost estimates, and utilize the Service Connect App to relay real-time data to the relevant after-sales teams. The app’s contactless service support feature allows customers to avail online services, such as booking appointments, requesting vehicle pickups, and obtaining repair estimates for scheduled and routine maintenance tasks.
Upon booking a service request, the dealership contacts the customer to confirm the appointment and assigns a technician accordingly. The technician arrives at the agreed location on the scheduled day, conducts a comprehensive assessment of the vehicle, and performs a test run with the customer to identify required services. Stringent safety protocols are followed during the servicing process, ensuring meticulous checks of engine oil, filters, tire pressures, brakes, mirrors, and lights.
Following the service, if necessary, the vehicle undergoes a thorough wash using a dry wash kit before being handed back to the customer. Customer feedback is actively sought, and a detailed satisfaction form is collected to continually improve the service experience.
Tata Motors’ commitment to nurturing strong customer relationships and enhancing factors like brand awareness and retention is evident in initiatives like EzServe. By extending its network reach and consistently delivering exceptional services, Tata Motors remains steadfast in its mission to delight customers and reinforce its foothold in the market.
