Tata Motors has announced ‘Grahak Samvaad 2020’, a nationwide customer engagement program from October 23-31, which will be followed by a nationwide service campaign, the ‘Grahak Seva Mahotsav’ for all of November. Today is also the company's National Customer Care Day, when channel partners, staff and customers are felicitated and recognised by the company for their long association and contribution to Tata Motors.
October 23 is even more memorable for the company because commemorates the sale of Tata Motors first truck, which rolled out from its Jamshedpur plant in 1954 on the same day. Set up in 1945, Tata Motors Jamshedpur started with manufacturing steam locomotives, later foraying into truck manufacturing, bringing global trucking technology to India in 1954.
Since then, Tata Motors’ Jamshedpur plant has been modernised consistently, with a particularly intense scale in the last 15 years, equipped with state-of-the-art equipment and assembly lines to produce a truck every five minutes. The facility assembles over 200 Tata Motors Medium and Heavy Commercial (M&HCV) models, for varied movement of equipment, raw materials, goods and services, across distances, catering to millions of Indians every day.
Enhanced focus on customer satisfaction
According to Tata Motors, initiatives like Grahak Samvad and Seva Mahotsav are popular amongst its customers and channel partners, enabling critical customer feedback, felicitation of channel partners and nationwide check-up camp for its CVs. This year, Tata Motors says it is focusing to provide its commercial vehicle customers with a hassle-free service experience during the pandemic.
Grahak Samvaad educates customers about the company’s offerings launched in 2020 such as uptime guarantee with its AMC packages and TAT guarantee (turnaround time) along with the latest launch of upgraded BS VI range of vehicles. The CV maker says it will also use this platform to collect customer feedback, which helps it improve its products and solutions for better fleet utilisation.
The Grahak Seva Mahotsav service camp, to be held at over 1,500 CV dealers and Tata Motors authorised service stations in India, will offers customers with comprehensive vehicle check-up. In 2019, the Grahak Seva Mahotsav saw over 160,000 customers visit the camp.
R Ramakrishnan, global head – Customer Care, Commercial Vehicle Business Unit, Tata Motors, said, “In the wake of Covid-19 pandemic, the Indian trucking industry has emerged as the custodians of the country’s supply chain. As a market leader in commercial vehicles, Tata Motors undertook a responsibility to ensure the wellbeing of the entire trucking community, through several initiatives throughout the pandemic. To further this objective, this edition of the customer dialogue program and service camp is set to cater to the changing times and fast-evolving demand of consumers. The success of Grahak Samvaad over the years has not only ensured that we deliver the best customer service, contentment and freedom to the owners and drivers, but also develop world-class products for the market. Sampoorna Seva 2.0 expands our efforts to provide a unique customer experience and convenience.”
Sampoorna Seva 2.0 is an umbrella of services offered by Tata Motors for its CV customers, which includes breakdown assistance with assured reach and resolution time anywhere in the country (except troubled areas), guaranteed turnaround time at authorised workshops for service and repair during the warranty period, restoration of vehicle after collision within an assured time period, annual maintenance contracts, long warranty period, genuine spare parts and remanufactured engines, clutches among others.