Tata Motors launches ‘Tata Motors Service Edge’

Tata Motors today formally announced the launch of Tata Motors Service Edge, a comprehensive customer service initiative. Tata Motors Service Edge is constructed on three core customer-desired service attributes -- ‘Response in minutes, resolve in hours’;  ‘Service with unmatched reliability’ and ‘Assured value for money’. A host of distinctive facilities are being offered to deliver each of these attributes to customers in the company’s nationwide service network of 800 service centers spread across 500 cities and towns.

 Unveiling the brand identity, Mr. Rajiv Dube, President -- Passenger Cars, Tata Motors, said, “We thank our esteemed customers for their long-standing support to Tata passenger vehicles. To create an even deeper customer connect, we have harnessed our learnings from customers to conceive Tata Motors Service Edge. We believe it will help take our service to a greater level of effectiveness and customer satisfaction.”
In association with My TVS, Tata Motors has launched a breakdown assistance program and towing assistance across the country accessed through a toll free helpline (1800 209 7979) and serviced by a dedicated network of over 2,000 authorized service providers. Quick response is ensured within 60 minutes in city limits, 90 minutes on state or national highways and within 120 minutes on hilly roads and other places

Rapid repair is a cost effective, quick and specialized body repair program offered across the Tata Motors dealership network. Small dents, scratches and such body jobs are attended with an assurance of the car delivered on the same day.

Through an online service appointment facility, customers can select a time slot, date and a dealer of their choice for servicing their vehicle. Customers can also list down on-line job orders based on the repairs required. Post the on-line registration, the respective dealership customer relations officer responds instantly and confirms the appointment.

Speed-O-service has been designed to offer quick repair service within 60 to 120 minutes using specialized manpower and infrastructure. Tata Motors can repair 6 vehicles per bay per day through this process, ensuring faster response and increasing service efficiency. 

 Tata Motors already has a network of over 800 authorised workshops which are located across more than 500 cities, and the company plans to expand to over 900 workshops by 2011. The 24x7 call centre will receive and respond to customer queries, concerns & feedback. The company assimilates post service feedback from over 200,000 customers on an average every month through various customer engagement programmes.