Skoda India targets higher customer experience

by Autocar Pro News Desk , 22 Aug 2018


In continuation to the India 2.0 Project, Skoda Auto India has rebranded its entire sales, and service network with a new layout that it says will elevate the presentation of the brand. The carmaker says it will continue to offer its unique proposition of 4 year service care offering: 4 year warranty, 4 year road side assistance and a optional 4 year maintenance package.

As part of the Czech carmaker’s efforts to enhance customer experience through digitalisation, the ‘MySkoda’App was introduced, which it says offers a single window interface for the customers to interact with the brand and vice versa. To facilitate 24x7 customer support services and enhanced customer interactions, the company has also introduced an AI-enabled chat bot on its website.

On the service front, Skoda’s iService has enabled a tablet-based standardised service consultation process. The company says it’s Package Pricing System Online (PPSO) system coupled with Auto Part, an inventory management and analytical tool, will ensure transparency in part prices, enhanced quality of job work, uniformity of charges across service network, optimum stocking of spare parts and reduced turnaround time.

Ashutosh Dixit, director - Sales, Service and Marketing, Skoda Auto India said, “Through, refreshed model line-up, redesigned dealership network, streamlined business processes, and innovative customer service initiatives, we are focusing on strengthening the brand in India. The transformation of our sales and service facilities envisioned to provide an enhanced customer experience is rated positively by our customers, dealer partners, and sales and service personnel. Our 4 year Service Care package is a unique offering crafted with a singular purpose, to make owning a Skoda vehicle hassle free and a pleasant experience. Our ‘Simply Clever’ philosophy embraces latest technologies like AI-enabled Chat Bot and guides us to consistently enhance the overall customer ownership experience. ‘MySkoda’ App, provides a platform for existing and potential customers, and enthusiasts to engage with the brand and vice versa.”

The company says as part of its rebranding initiative the dealership facilities are redesigned with highest priority given to functionality, clear orientation and transparency. The design follows function, the corporate architecture, functional interiors, and rationalised business processes aimed to enhance the overall customer experience.

In terms of after sales Skoda Service Care is focussed to provide an unparalleled ownership experience encompassing aspects of services such as Road Side Assistance, services, maintenance packages, and comprehensive warranty. Under the 4 Year Warranty, Skoda says it provides a-one-of-its-kind service which spans up to 4 years/100,000km from the date of purchase of a vehicle. This comprehensive warranty service program allows customers to enjoy their automobile with an unmatched ‘peace of mind’ experience. As part of its road side assistance the company incorporates telephonic assistance and offers reliable and secure roadside assistance 24/7 its customers. The company says if a Skoda vehicle is immobilised for any reason (mechanical/electrical failure, flat/week battery, flat tyre, fuel exhaustion, mislaid key, breakdown, and accident) one phone call to Skoda Assistance will provide timely aid nationwide. Additionally, its maintenance package aims to deliver hassle-free service for up to 4 years/60,000 km.

With ‘MySkoda’ app, the carmaker aims to provide a single window interface between a customer and the brand. It is a quintessential part of the company’s efforts to digitise the entire ownership experience. The application hosts a number of sections including parking assist, service cost calculator, drive tribe, and accessories shop, which it says allows customers to book a service appointment, locate the nearest dealership facility, connect to customer care, and access entire service history and itemised billing record.

Also read: Skoda to drive Volkswagen’s comeback in India