Tata developing application to improve service experience

While Tata Motors gears up to introduce the Zest compact sedan and Bolt hatchback in the market, it is also working on improving sales and service experience. The company is revamping and modernising its dealership and service network and employing and training personnel to ensure that its customers are satisfied.

Tata Motors is also developing a service application that will improve customer experience at service centres by digitalisation. The aim of the Tata Motors Service Application (TMSA) will be to eliminate physical filling up service details on a paper job card. Instead, service advisors will use VTAB Android tablets, which would help in reducing the time period considerably.

The VTAB will come pre-loaded with TMSA and will be connected to a server and printer. When a vehicle comes to the service centre for the first time, the service advisor will fill in the details of the vehicle and the owner. The application then selects the relevant vehicle and the service advisor can fill in other details such as customer's complaints, fuel quantity and vehicle inventory (tool kit, music system, etc.).

Most of the data is available via drop down menus and the service advisor will select the jobs that need to be addressed after the customer's confirmation, prepares a digital job card with job codes, his consent and customer's signature. A printed copy of the card is then handed over to the customer. The entire process should take 5 minutes compared to the current 15-20 minutes.

TMSA will also bring more transparency into the entire system and the hassles like the loss of a job card will be avoided. The application can also work offline and in case the tablet is not connected to the server, job car can still be created and synchronised with the system later.

The Zest and Bolt are very important products for Tata Motors, which has been lagging behind rivals like Maruti Suzuki, Honda and Hyundai. The company is making every effort to ensure that its two new offerings and its dealership and service network meet all expectations.

Source: Motorbeam