22nd Aug 2018 8:00 am
Czech carmaker to focus on redesigning dealership network, streamlining business processes and introducing innovative customer service initiatives to strengthen its brand presence in India.
Skoda recently announced the details of its India 2.0 project, which focused on the localisation of its cars to price them competitively. Now, in continuation of the project, the Czech manufacturer would be enhancing the ownership experience for its customers by warranty services and digitalisation. In order to do so, Skoda plans to redesign the sales and service network across the country with the highest priority given to functionality, clear orientation and transparency. Factors that contribute to these changes are mentioned below.
Skoda’s four-year service care will be focused on improving the ownership experience and includes Road Side Assistance, services, maintenance packages and comprehensive warranty. The warranty service spans up to four years (or 1,00,000km) from the date of purchase. If a Skoda vehicle is immobilized for any reason like mechanical/electrical failure, flat/weak battery, flat tyre, fuel exhaustion, mislaid key, breakdown and accidents, roadside assistance will be available on call, across the country. In order to keep the ownership costs low, maintenance packages have been prepared by the company for different models going up to four years, or 60,000 km. What’s more: there is two years with unlimited kilometres partial warranty to further reduce the costs.
The ‘MyŠKODA’ mobile application was introduced to create a single-window interface between the customer and the brand. The app allows customers to book a service appointment, locate the nearest dealership facility and access the entire service history and itemised billing record. There are different sections in the app itself which include Parking Assist, Service Cost calculator, Drive Tribe and Accessories Shop. Customers can even contact Skoda customer care via this app, available for download for Android and iOS users. Interestingly, the app is not just for Skoda owners, but also for people who wish to own a Skoda vehicle. Users of the app can book a test drive and even view ongoing offers on various cars through the app.
Going a step further to better the service experience, Skoda has introduced iService 1.0. This will enable a standardized and paperless service consultation process, leading to a faster turnaround time in servicing the car. For a personalised support service and a quick customer interaction, Skoda has also introduced an AI-enabled Chat Bot which will offer 24×7 customer support.
In order to have transparency in the part prices, the Package Pricing System Online (PPSO) coupled with Auto Part – an inventory management an analytical tool – has been introduced. As a way to have a smoother service experience, the manufacturer will use the appointment-based process to ensure that the vehicles that come in with minor repairs and periodic maintenance services are delivered back to the customer on the same day.