Mahindra is adding a whole new level of appeal to its range of Authentic Bakkies and Authentic SUVs with world class customer care and a high degree of responsiveness to all customers.
The company rolled out the promise late last year, supported by a refreshed front- and back-end process and technology, tested extensively before its nationwide roll-out.
At the core of the Reach Out promise is Mahindra’s commitment to address queries or concerns within 24 hours. The process is made quite simple for the customer as anyone from any part of South Africa can reach out to the company via a simple WhatsApp message.
Behind the scenes, Mahindra uses robust digital tools to engage with customers, categorise their queries, route them to the stakeholders concerned and track every concern from first contact to final resolution, with clear ownership, timestamps and accountability at every stage, all within 24 hours.
“Mahindra has built strong trust with South African customers over the past 21 years. We want to reaffirm this trust by significantly improving our customer service and parts support.
“Our Reach Out promise, together with our investment in our Vehicle Assembly Facility in Durban and our large new Parts Distribution Centre in Midrand, is testament to this commitment,” says Rajesh Gupta, CEO of Mahindra South Africa.
The WhatsApp customer service line is also integrated with Mahindra’s Mzansi customer app to raise complaints, make enquiries and vehicle-service bookings, ensuring a seamless customer experience across all touchpoints.
While the upgraded customer service department supports customers directly, the new Parts Distribution Centre will ensure that Mahindra dealers have the parts and equipment they need to support all Mahindra vehicles.
The new facility spans nearly 8 800m² under one roof, housing approximately 38 000+ different part lines and close to one million items in stock at any time.
From this warehouse, all dealers in South Africa receive daily deliveries, and since opening, the facility has maintained a 98% first-fill rate.
With the new Reach Out program, parts orders related to complaints received by the customer service team is fast tracked in the warehouse and expedited to the dealer to ensure that the vehicle is attended to as quickly as possible.
The Parts Distribution Centre also hosts the relocated Mahindra Technical Training Centre, which is equipped to enable even better hands-on training of service and sales staff. The facility is also equipped with a large digital training centre for online training and real-time technical support for dealers.
Rajesh adds: “Our new Reach Out customer promise comes at a time when Mahindra has fully modernised its range of Authentic SUVs and Authentic Bakkies. Customers can rest assured that they will be well taken care of whether they already own a Mahindra, or wish to buy one now, or choose one of the exciting new models we have planned for the next 18 months.”
The Mahindra WhatsApp Customer Service line is linked to the group’s Head Office number – 012 661 3161. Customers can also contact Mahindra via the Mahindra Mzansi App, at mahindra.co.za, or through any of its social media channels.