• Mon. Jan 30th, 2023

At Tata Motors, we strive to provide the best-in-industry product lifecycle experience – Mr. R Ramakrishnan, Global Head – Customer Care, Commercial Vehicle Business Unit, Tata Motors

Dec 30, 2022
R. Ramakrishnan Global Head - Customer Care CVBU Tata Motors Limited

R Ramakrishnan, Global Head – Customer Care, Commercial Vehicle Business Unit, Tata Motors

Apart from designing and developing superior top-notch products, Tata Motors is also known for best-in-industry after-sales services. Can you please shed some light on the same?

Tata Motors is the country’s leading commercial vehicle manufacturer and customer centricity has always been at the core of our operations. Customer preferences are rapidly changing and today, a commercial vehicle customer looks for a holistic mobility solution for their business. Apart from offering superior products across segments and applications, Tata Motors, as a mobility solutions provider extends various vehicle care programmes, fleet management solutions, annual maintenance packages and roadside assistance services under its Sampoorna Seva 2.0 initiative.

At Tata Motors, we strive to provide the best-in-industry product lifecycle experience by building a resilient partnership with the fleet owners and the truck drivers. We consistently endeavour to align our ethic of placing customer interests at the centre of every stride.

What are some of the key initiatives for holistic vehicle maintenance and offer complete peace of mind to fleet owners?

Some of the standout features of our vehicle maintenance and after-sales service under the Sampoorna Seva initiative include the best-in-industry service, easy availability of spares and value-added services. The key initiatives include Tata Alert – a roadside assistance programme with assured response time of 30 minutes and a reach time of 2 hours, as also problem resolution within 24 hours for vehicles (ILM&HCV) under warranty. Tata Zippy – a repair time assurance programme with problem resolution within 48 hours; Tata Guru – 50,000+ trained technicians provide roadside and workshop assistance for repairs and services across the country. All of this is delivered through Tata Motors’ extensive dealership of the service network of over 2800+ touch points and with a service facility at over every 62km across the country; manned by trained specialists and backed by Tata Genuine Parts.

How does Tata Motors ensure quality service even in the remotest parts of the country?

Tata Motors has developed an after-sales services eco-system where customers have access to more than 1500 channel partners covering 29 State service offices, 250+ Tata Motors engineers, modern equipment & facilities and 24×7 mobile vans. Tata Motors’ extensive dealership & service network is available across the country and offers unique services under the Sampoorna Seva scheme. One of the main highlights of Sampoorna Seva is the Tata Zippy programme, which is designed to resolve problems for regular service at the workshop within eight hours and for major aggregate repairs, within 48 hours. Tata Motors compensates the customers with Rs. 500 to 2000 per day for all trucks and up to Rs. 5000 per day on Prima tippers for every 24 hours of delay.

What are some truck driver-centric initiatives by Tata Motors?

Tata Motors has been committed and remained involved in helping the driver community as they form an integral part of the country’s economy. As the country’s largest manufacturer of commercial vehicles, Tata Motors puts consistent efforts to ensure the holistic well-being of commercial vehicle drivers. Tata Motors also provides driver-centric initiatives under the Tata Samarth program catering to the driver family’s financial, educational, accident and health insurance needs. Tata Motors also offers training in safe driving techniques to commercial vehicle drivers across India. Tata Motors regularly organises comprehensive training sessions for truck drivers to enhance their driving skills as well as the safety of drivers and operators, training more than 5 lakh drivers in a decade. The company has received favourable responses on its world-class training sessions from its customers as well as drivers alike.