Mercedes-Benz makes Gurgaon hub of north India

Since the Millennium City is the financial hub of the NCR, it becomes a natural choice for the Mercedes-Benz India to set up its largest workshop in north India here, said Eberhard Kern, managing director & CEO, Mercedes-Benz India, on Thursday.

Inaugurating the workshop, Kern said: “We are excited to launch the ‘My Mercedes’ programme, which comprises initiatives introduced for the first time in India, making luxury car ownership experience a delightful one.” The German carmaker is planning to strengthen its after-sales service in India, especially in smaller cities, by offering new assistance programmes as part of the strategy to improve its market position. The company is bringing new services such as diagnosing problems of its vehicles anywhere in the country by experts based in Pune via satellite to assist local technicians.

The feature is among other services launched on Thursday under ‘My Mercedes’ programme, which includes enhanced 24 hours on-road assistance and online service booking through smart phones and tablets using scanned QR (quick response) codes. The workshop in the city has the capacity to service 15,000 car a year.

Kern said: “The focus is on network expansion and our service centres will help us reach even closer to our customers. In 2013, our team aims to service/repair more than 1,00,000 Mercedes-Benz cars across India.”

The company is all set to launch online service booking enabled even through smart phones and tablets using scanned QR codes. “India first: National Remote Diagnostic Centre is a unique concept where Mercedes-Benz technical experts assists technicians from any location in vehicle diagnosis with the aid of technology, taking control of the diagnosis unit through remote access,” said Kern.

The workshop is equipped with the state-of-the-art gadgets and highly trained technicians. “The technicians have been given special training before being employed in the workshop to ensure high efficiency,” said an executive of company in charge of after sale service.

“With the market opening up in tier II and III cities, we need to have service available there for our customers. The technology available in our vehicle is very advanced and we need to develop technician who can handle it,” Mercedes Benz India vice-president after sales & retail training Devdutta Chandravarkar said.

Keeping that in mind, he said, the company’s National Remote Diagnostic Centre in Pune has been working on a pilot programme with its service centre in the city under which experts at its Pune centre can assist technicians anywhere in the country to diagnose problems in any of its vehicles.

Emphasizing on the need to have a strong after-sales service, Kern said: “So far, in the first nine months of the year, we have posted 31% sales growth in a difficult environment. While we are happy with that, we also want to enhance what we offer in after sales, which is the other important aspect of our business.”

Source: The Times of India

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