this new world which is reeling under the pandemic covid-19, automobile sellers
like Maruti Suzuki India, Hyundai Motor India, FCA India, BMW India, Ford
India, Honda Cars India, Mercedes-Benz India, Volvo India and Volkswagen India
are among the first few automobile companies to announce a slew of measures to
not only digitally start selling vehicles but also ensure very high hygiene and
sanitisation levels at their dealerships.
novel ways to attract buyers assumes great significance as the country begins
to open up for trade and commerce, post the covid-19 lockdown. The companies
are also aware that many prospective car and two wheeler buyers may shy away
from actually going to a dealership to touch and feel their products, fearing
spread of covid-19, once these are opened after lockdown.
the used vehicle space, CredR, a platform for buying and selling used
bikes and scooters, has taken an aggressive online approach, by introducing
contactless delivery of used bikes and scooters directly to the buyer’s home.
MARUTI SUZUKI LTD:
Gearing up for the new normal and keeping customer safety at the core, Maruti
Suzuki India Limited has put in place a comprehensive standard operating
procedure (SoP) for its dealerships across the country. The process ensures
highest level of hygiene and sanitisation across all its showrooms for the
safety of its customers and employees. After the implementation of these SoPs
and based on approvals from State Governments, Maruti Suzuki dealerships have
started to open and deliver the cars to waiting customers.
those wary of visiting a showroom can experience the convenience of booking
their cars or even personalizing through www.marutisuzuki.com
and www.nexaexperience.com websites.
Customers can explore the entire product portfolio and electronically personalise
cars by a mix and match of accessories. All the documents for vehicle purchase
can also be submitted digitally.
for test drives, the dealerships will carry out complete sterilisation of the
test-drive vehicles before aligning it for the customers ensuring maximum
safety. One individual will be allowed to take the test drive with the
relationship manager sitting in the back row.
for delivering your car at home, Maruti Suzuki has maintained that all staff
visiting customer’s home will follow safety protocols – including wearing masks
and carrying sanitisers. All cars will be fully disinfected before delivery. In
case of delivery from showrooms, limited persons would be encouraged. The
showrooms will have hand-sanitizers at every touch point.
FCA INDIA: FCA
India announced the launch of its touch free customer experience, in response
to continued movement restrictions and social distancing. The Jeep retail
experience is now completely ‘touch-free’ for Indian customers by introducing a
digital module named ‘Book My Jeep’. Prospective customers can now book and own
a Jeep without having to physically visit a showroom, and will enjoy the
convenience of a test drive and sanitised vehicle delivery at their doorstep.
who wish to book a Jeep digitally via www.bookmyjeep.com, will be guided by
automated prompts through three easy steps. Customers will need to submit
simple details such as their contact information, geographical location, choice
of variant, colour, powertrain and transmission. The system will collate the
input and send a summary to the customer for a reconfirmation, after which the
customer can proceed to paying the booking amount via credit card, internet
banking and the other available online payment options. On submission, FCA’s
automated retail architecture will automatically create a unique ID and link
the customer’s information to its authorised dealer in that city. A Jeep expert
from the dealership will then contact the customer via a video or voice call
and assist the customer in case any clarification or details required. A test drive, in a fully sanitized vehicle,
will be arranged at the customer’s doorstep. The customer can then proceed
using the same module to complete the booking process and go for the final
payment online. FCA is also offering special benefits for customers who choose
to book their Jeep SUV online.
new retail module is being improvised to provide a comprehensive digital
demonstration of the vehicle in an intuitive way. Before finalizing the
purchase, customers will be able to decide majority of their preferences
online, of course, other than physically driving the Jeep. The customer can
choose to take the physical delivery of the fully sanitized vehicle at their
FCA is ready to resume manufacturing and commercial operations subject to
guidelines from Government authorities.
BMW India Introduced on 02 April 2020, the BMW Contactless Experience that enables
customers to explore and buy new and pre-owned BMW cars, book vehicle service,
make payments securely online and more, with a click of a button using www.bmw-contactless.in BMW Contactless
Experience introduces customers to a new way of exploring, experiencing and
owning a BMW without the need of visiting an authorised BMW dealership
facility. Customers can now personalise their preferred BMW and have their
queries on product, service packages and finance options addressed in real-time
by interacting with a dealer representative online.
can simply use either their smartphone, tablet or personal computer to interact
with the sales consultant virtually and get a 360° view of vehicle exterior,
interior and discuss other features. Vehicle brochures, specification details
and other documents are shared online avoiding any physical contact. Customers
will receive their BMW at the place of their choice after a thorough
sanitisation process along with handover of all vehicle documents in a
sanitised envelope. BMW Contactless Experience can also assist consumers to
explore and buy BMW pre-owned vehicles.
BMW customers can book a service instantly using BMW Contactless Experience.
Once logged into their account, customers can choose a convenient date and
time, type of service required and confirm vehicle pick up and drop details.
Service cost estimates along with details of the service are sent for customer
approval using BMW Smart Video. The deliveries and servicing of all customer
vehicles will be done adhering to all local government directives post the
Ford India is going to prioritise convenience as its dealerships resume
operations, in accordance to local guidelines. Dial-A-Ford is what a customer
would need to do to bring a Ford dealership to their doorstep. The new approach
incorporates enhanced engagement processes & policies related to both sales
and service and will be centrally controlled via the helpline 1800-419-3000.
will allow customers to connect with a Ford team and undertake booking, test
drive or even doorstep delivery of the new vehicle.
existing customers, Dial-A-Ford will organise pick-up and drop service along
with online consultations using technology. Regular updates about vehicle
servicing as well as digital payment are also part of the new roadmap.
will be able to experience all this at the convenience of their home, preferred
location. The new approach puts special emphasis on industry best practices
related to the sanitisation of Ford facilities as well as strict guidelines for
people & vehicle at dealerships.
vehicles in the sales, as well as the service process, will be thoroughly
disinfected at the time of delivery, pick-up or drop. Enhanced hygiene
practices implemented at all Ford dealers will include:
Anyone entering a Ford dealership, including all dealer employees and
customers, to have their temperature checked with no-touch infrared
Dealership layout/floor plan, including customer waiting areas, re-organized to
ensure appropriate social distancing
All Ford dealer personnel and customers to wear face masks and gloves at all
times; A hazardous waste container on site for disposal of all masks, gloves
and other potentially contaminated items
Social distancing rules to be enforced in all customer interactions
All Ford dealerships to be thoroughly disinfected three times each day
Hand sanitizer dispensers available across the dealerships, in high visibility
and traffic areas.
HONDA CARS INDIA:
Honda Cars India Ltd. (HCIL) announced its ‘Honda from Home’ online booking
platform through its corporate website
https://www.hondacarindia.com/honda-from-home. With this digital solution,
backed by robust sales process of the dealership, customers can manage their
car purchase from the comfort of their homes without having to visit the
platform allows customers to browse through the product options, select their
preferred dealership and proceed to book their car online. Designed to simplify
the booking process by offering round-the-clock access from any location, this
digital booking platform will soon integrate HCIL’s pan-India dealerships.
can now book their car online by following a simple process: Interested
customers can visit the Honda Cars India’s website and select Book Now option.
After customer information validation, they can select the car model of their
choice along with its variant/ fuel type, transmission (AT/MT) and colour.
Customers can then select their city and dealership where they intend to make
the purchase. After verifying the information summary page, the customer can
proceed to the payment gateway, choose a payment option and book online. A booking confirmation id is generated which
is sent to the customer via SMS/ Email and the selected dealer receives the
customer details including booking id. The next stage involves a sales
executive - from the chosen HCIL dealership - who will contact the customer to
work out further documentation and discuss finance or payment options. Once the
formalities regarding documentation and payment are done, the car will be
home-delivered to the customer at a later date.
INDIA: Mercedes-Benz India has launched a host of customer
initiatives under ‘Merc from Home’ campaign. For the
first time customers can not only book and purchase a Mercedes-Benz
from the convenience of their home, but also get it delivered at their doorsteps.
The focus of ‘Merc from Home’ will be on the ease of purchase a vehicle using
digital tools to facilitate the entire process including online payment of
products and services. The online interface will be backed by robust backend
operations that include preparation of cars to the documentation process, which
will be done with utmost care and in the most transparent manner. All outlets
of Mercedes-Benz across India will be connected to the e-commerce portal to
support the customers through their online shopping experience.
highlights of ‘Merc from Home’:
Customers can now book and play their
Mercedes-Benz online and get it delivered at their
steps from the comfort of their homes
‘Live Mercedes-Benz Consultation Studio’
set-up for personalised product demonstration
Broader car portfolio now available for
Mercedes-Benz India’s e-commerce platform:
One stop solution for smart finance for
booking of a Mercedes-Benz and other Value Added
A touch-free sales experience for customers
for the first time.
INDIA: Volvo Car India, has kick-started a
unique customer centric approach - #SafestPlaceToBe. As part of this
initiative, all Volvo dealer facilities are being disinfected and personnel
working at the nationwide dealerships are provided with PPEs and sanitisers.
Cars at dealerships as well as the demonstration cars are being disinfected in
partnership with 3M. Following expert solutions are offered to its customers to
keep them safe during the post lock down period:
3M Interior Germ Kleen
which eliminates 99% microbes in a car from interior surfaces including
plastics and upholstery.
3M AC Vent Disinfectant provides sustained
microbial protection by killing 99.99% Antigens.
3M Air Refresher
has deodorizing property that reduces microbial infections by 99%
As a special initiative towards the digitisation of operations, Volvo
Car India has also introduced ‘Volvo Contactless Programme’ for its customers
and also for the prospective buyers. The programme aims towards providing the
safest way to service and to buy Volvo cars in India. This new digital
initiative enables Volvo owners to book their car services online with their
nearest dealership location and also provides an interactive online buying
process to a prospective buyer, a safe and secure test drive process (post
relaxation of norms), digitised finance offers, online documentation &
finally an online channel to buy the car and get a contactless delivery.
INDIA: Volkswagen India is digitising its sales and service portfolio
enabling customers with the flexibility to choose their preferred Volkswagen at
their comfort and convenience. The online retail process is simple, hassle-free
and provides an end-to-end contactless experience. From a customer
displaying interest, to a conversation with the sales consultant up
till the vehicle handover process, will be conducted virtually.
Preparing for the future, Volkswagen has integrated its 137 sales and
116 service touch points in this process, thus enabling customers to choose
their preferred dealership while booking online. To book a car or service
product, customers can visit Volkswagen India’s website and browse through the
range of models on display, gather product details and the relevant pricing
information. Similarly, to book service
products customers can fill personal details and their requirements
online for the service team to deliver the request at the customer’s preferred
timeslot. Customers can also opt for pick-up and drop off services basis their
convenience to visit a dealership or workshop. For a secured transaction,
verification will be authenticated through an OTP generation by the preferred
dealership. To instill confidence in employees and customers, all Volkswagen
facilities across the network along with the vehicles will be thoroughly sanitised
on a regular basis for their safety.
MOTOR INDIA: Hyundai Motor India has set customer and
employee safety as top priority with the announcement of a comprehensive list
of measures, aimed at ensuring dealership preparedness to meet the highest
levels of sanitation and hygiene across all its showrooms and workshops.
Under the ambit of the ‘Hyundai Cares’ initiative, HMI has laid down
guidelines to be followed at its dealerships across India that encompass all
facets of customer interactions from their arrival to departure at showrooms
and workshops. This will include display car & test drive car preparedness,
customer lounge & washrooms sanitization (showroom & workshop),
delivery process of new car & serviced car, contactless demonstration and
servicing. to ensure the safety of facilities are not compromised, scheduled
sanitization drives are planned and for various customer touch points, regular
sanitization contingencies have been established along with thermal screening
of employees and visitors.
HMI is simultaneously conducting large scale trainings to ensure all employees
/ stakeholders are well informed and work towards the maintenance of a healthy
dealership ambience for customers and fellow employees. To assist dealerships,
Hyundai Motor India and Mobis India Limited, part of Hyundai Motor Group will
dispatch 6.8 lakh masks (3-Ply, N-90 & N-95) as well as 20,000 half litre
and 1.5 lakh 100 ml cases of sanitisers for consumers, sales, service and
backend staff for their own and others safety.
TIME CONTACTLESS DELIVERY OF BIKES AND SCOOTERS FROM CREDR: CredR, a platform for buying and selling used bikes and scooters, has
taken an aggressive online approach, by introducing contactless delivery of
used bikes and scooters directly to the buyer’s home. This is the first time
any company in the used auto segment has introduced a feature, where customers
can book online and get the used bike delivered to their homes. This has been
launched in Bangalore and will be expanding to other cities.
With people staying at home amidst the lockdown, due to unavailability
of public transportation and the numerous restrictions on private
transportation; customers can now book a second hand bike or scooter online,
for free. The booked used two-wheeler will then be delivered at the customer’s
home where the customer can take a test ride, verify its documents and make the
final payment through a contactless medium - such as online transfer or through
e-wallets. The entire process will be completely contactless and digital.
A Covid-19 guideline has also been put in place for staff members as
well as customers, to ensure that these are implemented by the company and
in-showroom. In case of dealing with customers, no showroom personnel will be allowed
to accompany customers on test rides, disposable/ frequently sanitised
stationery will be used, handover of material or documents to the customer will
happen in a safe and contactless manner.
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