Safety and transparency: how the vehicle maintenance experience has been transformed in India in 2021

Increasingly, smartphone apps for customer service are also being used, which offer rapid app-based tracking, live updates and status of service requests, spare parts orders, upgrades. up to date garage, etc.

The Covid-19 pandemic has instilled a greater need for safety among consumers around the world. A majority of the masses now prefer contactless services in every area, with vehicle services certainly being one of them. As social distancing and hygiene become a major concern for everyone, vehicle owners are now reducing their visits to workshops for any question / request for service or maintenance. Instead, there has been a growing demand for in-home vehicle services and wheeled services. Alternatively, customers have also requested pickup and drop-off facilities for their vehicles, requiring disinfection prior to delivery.

Experience in contactless services

In response to these changing customer preferences amid the pandemic, automakers have proactively transformed their business processes and adopted a series of security measures to keep their customers happy and limit the spread of the deadly virus.

Contactless vehicle services have become a key trend, which includes in-home vehicle servicing or workshop servicing with extreme safety and caution. Innovative initiatives such as “No touch by hand” and many others are launched by car manufacturers, in which the use of biodegradable disposable covers to maintain different parts of the vehicle is encouraged. These covers are then strictly removed upon delivery of the vehicle. In addition, staff responsible for visiting customers’ homes are subject to strict security controls to rule out any possibility of virus transmission.

Convenient digital payment

On top of that, a plethora of new age digital technologies are also being harnessed by automakers to strengthen their online platform and ensure business continuity in these times of rapid change.

Many have successfully launched the online dealership model for vehicle reservation, test drives and service. Service requests and approvals are conveniently generated online, followed by online document submission, invoice processing, and more. Additionally, customers are offered the ease of making payments online, again in an effort to limit human interactions.

Transparency

Increasingly, smartphone apps for customer service are also being used, which offer rapid app-based tracking, live updates and status of service requests, spare parts orders, garage updates, etc. Interestingly, more and more people are turning to these apps to plan their vehicle maintenance, and the trend is expected to accelerate in the times to come.

Application-based door-to-door services are also gaining traction as they promise to deliver the safest and most convenient service experience for vehicle owners. This growing adoption of technology by automakers and automakers is creating seamless and stress-free digital experiences for the general public.

Safety and hygiene

Apart from this, new safety and hygiene procedures in accordance with recent Covid-19 safety guidelines are being implemented in the workshops. Many have reduced their on-site workforce, keeping employee safety in mind. These service professionals are then appropriately trained to follow all safety protocols when repairing or maintaining vehicles.

Going forward, even when the world bids farewell to Covid-19, contactless vehicle servicing will continue to be the preferred approach of 21st century tech-savvy end customers, due to the degree of convenience, security and other benefits it offers. offers. The contactless experiences made possible by technology are here to stay and redefine the world of automotive services, albeit late in the day, for times to come. The change, which has been accelerated by the pandemic, will lead to stronger waves of transformation in the future.

Author: Karn Nagpal, Founder, Raasta

Warning: The views and opinions expressed in this article are solely those of the original author. These views and opinions do not represent those of The Indian Express Group or its employees.

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