Mercedes-Benz India launches ‘My Mercedes’- the fourth pillar of the ‘Year of Offensive’ strategy, introduced with lot of “India First” service initiatives offering the customers a superlative ownership experience
· India First: Launches convenient online service booking enabled even through smart phones and tablets using scanned QR codes
· India first: National Remote Diagnostic Centre- a unique concept where Mercedes-Benz technical experts in Pune assists technicians from any location in vehicle diagnosis with the aid of technology, taking control of the diagnosis unit through remote access
· Segment First: Star Care- Only luxury car manufacturer to provide 3 years of warranty as standard
· Largest service facility: T&T Motors Gurgaon work shop is the largest service facilities of Mercedes-Benz India in North India: 62,000+ sq. ft., 28 dedicated bays, capability to service 15,000 cars a year, INR 300 million investment
· Industry benchmarking: Re-enforced round the clock On-Road Assistance for 3 years after vehicle purchase as standard
· B-Class Service vehicles: 20 new B-Class service vehicles equipped with specialized tools for enforced On Road Assistance launched across India
· In 2013 Mercedes-Benz India After-Sales expected to service an impressive 100,000 cars
· Every 90 seconds, 1 Mercedes-Benz Car is serviced
· Impressive 25 Training Man days delivered per day for dealer’s staffs to ensure high quality training
Gurgaon – Pursuing the success of its exciting products, qualitative network expansion and novel initiatives to create fascinating brand experience, Mercedes-Benz India today launched ‘My Mercedes’ initiatives further strengthening its Cost of Ownership programmes, which comprised the fourth pillar of its ‘Year of Offensive’ strategy. ‘My Mercedes’ combines some of the industry’s best initiatives and service products which aim at enhancing the overall Customers’ Ownership Experience while maintaining minimal Cost of Ownership. Mercedes-Benz India also inaugurated its largest state-of-the-art works shop in North India, that of T&T Motors Gurgaon. The service facility was inaugurated by Eberhard Kern, Managing Director & CEO, Mercedes-Benz India, Devdutta Chandavarkar, Vice President, After Sales, Mercedes-Benz India and Vidur Talwar, Managing Director, T&T Motors.
Eberhard Kern, Managing Director & CEO Mercedes-Benz India commented on this initiative, “Mercedes-Benz India is committed to a superlative Service and After-Sales programs to provide our valued customers a fascinating experience of owning the ‘Three Pointed Star’. We are excited to launch ‘My Mercedes’ program, which comprises initiatives introduced for the first time in India making luxury car ownership experience a delightful one with the best cost of ownership programmes. ‘My Mercedes’ combines some of the most innovative After-Sales initiatives like launching a National Remote Diagnostic Centre, reinvigorating the 24hours On-Road Assistance with the addition of a fleet of 20 B-Class service support vehicles and also launching Mercedes-Benz Online Service Booking even through smart phones and tablets using scanned QR codes, which is again an industry first. Additionally, comprehensive service packages like the Star Care, Star Care+ and Star Ease will provide an absolute hassle free experience of owning a Mercedes-Benz vehicle. We want our customers to experience the supremacy of our best in class After-Sales program offering a complete peace of mind while driving their cherished Three Pointed Star.”
Eberhard Kern further elaborated, “Premium After-Sales service is the key differentiator while investing on a luxury vehicle. We value our commitment for our customers and going forward the industry best standards set by Mercedes-Benz will create a new benchmark to take a lead. Our focus on network expansion will continue in line with our ‘Year of Offensive’ strategy for 2013, and our service centers will help us reach even closer to our customers. The new state-of-the-art service facility of T&T Motors has been designed and created to provide similar fascinating ‘Mercedes-Benz experience’ for the customers. In 2013, our team aims to service/Repair more than 100,000 Mercedes-Benz cars across India and delight each and every of our valued customers”.
The latest T&T motors service facility was created over a span of 18 months and boasts of being the largest service station by Mercedes-Benz in Northern India. T&T Motors Gurgaon service facility spreads over a covered area of 62, 764 sq. ft. and has an impressive 28 servicing bays capable of servicing around 15,000 cars per year and employs 30 dedicated and dexterous personnel to take care of customer requirements. Strategically located in Begampur Khatola, Sector 35, Gurgaon, Haryana, the new service facility will be accessible to customers from Delhi, NCR and Haryana. T&T Motors has highly qualified, experienced and dedicated team of committed personnel who will take care of all the service requirements of Mercedes-Benz customers.
Vidur Talwar, Managing Director, T&T Motors, commented on the inauguration: “Our rich association with Mercedes-Benz India grows manifold today with the inauguration of this world class service facility. There is an increasing demand for outstanding After-Sales service post purchase of these dream vehicles. Luxury car purchase is undergoing transformation in India. The customer today is mature and demands top-notch servicing standard. This service facility of T&T Motors is yet another step towards our endeavor to provide the customers an unparalleled servicing standard that reflects Mercedes-Benz’s philosophy of Best or Nothing. T&T Motors’ strength has been in constant investing in three key areas of infrastructure, technology and human skills. This brand new service facility is an embodiment of this strength”.
The T&T service facility will be taking care of all the servicing requirements of the customers of Delhi, NCR and Haryana and also those from other neighboring cities, under single roof. The service facility will provide round the clock support in Service, General Repairs, Body Repairs, Paint Job, Wheel Alignment, Wheel Balancing, Tyre Change, Car Wash, Polishing and gamut of other servicing requirements.
To mark this occasion Mercedes-Benz India also launched the most comprehensive After-Sales program, ‘My Mercedes’ which aims to ensure that owning the Three Pointed Star and maintaining it remains hassle free. The ownership lifecycle of the vehicle will now be covered with a host of programs like the STAR CARE ensuring extended warranty for three years without any mileage restrictions. This program can be further extended for the fourth year at a minimal price without any mileage limitation under the STAR CARE Plus. Innovative packages also include STAR EASE Service package, which maintains the cost of maintenance relieving the customers of any expense related worries.
National Remote Diagnosis Centre (NRDC) is a concept initiated by Mercedes-Benz India, where Mercedes-Benz technical experts in Pune will be able to assist technician from any location in India in vehicle diagnosis with the aid of high-end technology. This includes the audio-video communications with the technicians and also Mercedes-Benz technical experts being able to take the control of the diagnosis unit through remote access resulting in faster resolution of the problems. This concept is planned to be further used for the on-job trainings as well.
Mercedes-Benz’s Road Side Assistance programme is also the most extensive road side assistance program by any luxury car manufacturer offering 24hours of assistance for standard three years. The B-Class service support vehicles will provide the ultimate comfort in case the vehicle is immobilized and the team will reach the spot on war time agility to attend the customer and assist him/her in reaching the destination. Mercedes-Benz’s On-Road Assistance program offers round the clock breakdown assistance for 3 years as a standard offering. With a host of features such as vehicle towage service, a privileged pick-up from the location, accommodation, onward/return travel and medical and legal consultation as required, makes this service unique in the industry. Retail On-Road Assistance program can also be purchased with the similar benefits for the 4th year and 5th year separately at a nominal price of just Rs.3,499 per year.
‘My Mercedes’ initiative also highlights the valuable solutions available at the disposal of the customers to offer a complete peace of mind while making the decision to own a Star. ‘My Convenience My Service’ is the most convenient online service booking system which facilitates booking for services and diagnostics as per the convenience of the esteemed customer. Now one can just scan the QR code through a smart phone or tablet or log in to Mercedes-Benz India homepage to book a service for the vehicle.
Mercedes-Benz commands the distinction of having the densest network among luxury car manufacturers in India. Mercedes-Benz is present across 32 Indian cities with over 57 outlets. Mercedes-Benz Road Side Assistance is also provided to customers spread across an incredible 266 cities. Apart from the metros and Tier I cities, Mercedes-Benz service facilities are present in an additional 22 locations located in Tier2 and Tier 3 cities. Highest standard is adhered to in each of these service facilities as per the guidelines from Mercedes-Benz, Germany. Mercedes-Benz also delivers the power of knowledge to people whom it matters; there is an impressive 25 Training Man days delivered per day for the dealer’s staffs.
Mercedes-Benz India remains confident that with the launch of ‘My Mercedes’ initiative, the fourth pillar of its ‘Year of Offensive’ strategy will play a differentiating role in optimizing the overall Cost of Ownership and create a fascinating vehicle ownership experience for the valued customers of the Three Pointed Star.
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