On October 3, 2023, Tata Motors authorized dealerships in Kochi introduced the EzServe program. This innovative two-wheeler-based service is designed to offer customers a convenient and safe experience right at their doorstep. EzServe provides several advantages, including basic servicing, quick repairs, and issue resolution at the customer’s chosen location. Gokulam Motors and Services Pvt Ltd., a dealership, has introduced a single EzServe bike in Kochi, providing services such as home visits, minor running repairs, outstation check-up camps, breakdown assistance, vehicle sanitization, and foam wash. Since April 2023, this program has already benefited over 900 customers in the city.
The primary goal of this groundbreaking service is to save customers time and effort, thereby enhancing their overall satisfaction. The EzServe kit is carefully designed, taking into consideration motor vehicle regulations, variability, and manufacturing feasibility. Each EzServe unit is equipped with a comprehensive kit containing specific items necessary for service and repair jobs on vehicles. This unit comprises three utility boxes mounted on the bike’s rear, constructed from Fibre Reinforced Plastic (FRP). These boxes contain spare parts, lubricants, consumables, a vacuum cleaner, an eco-wash kit, a jack, a jack stand, and various hand tools.
Tata Motors’ dealership personnel are trained for EzServe, with technicians receiving training from Diagnosis Expert Technicians (DET) to enhance their technical expertise and from Customer Relations Managers (CRM) to improve their interpersonal skills. The training duration and content are tailored to the candidates’ skill levels. An EzServe bike is operated by a Senior Technician and supported by a Senior Advisor (SA) and a CRM.
To further enhance customer convenience, Tata Motors has digitized the process of registering repair orders at workshops. The workshops promptly respond to customer queries, provide cost estimates, and use the Service Connect App to relay real-time data to the relevant after-sales teams. This app offers contactless service support, allowing customers to access online services such as booking, vehicle pick-up requests, and repair estimates for scheduled and routine maintenance tasks.
Once a service request is made, the dealership confirms the service and assigns a technician according to the customer’s preferences. The technician arrives at the scheduled location, conducts a thorough vehicle inspection, and performs a test run with the customer to identify all necessary services. While servicing the vehicle, the technician adheres to all safety protocols, ensuring that the bike is well-maintained and undergoes regular inspections of critical components such as engine oil, filters, tire pressures, brakes, mirrors, and lights.
Following the service, if necessary, the vehicle is washed and cleaned using a dry wash kit before being returned to the customer. Seeking customer feedback is a vital aspect of the process, and a detailed feedback and satisfaction form is collected from each customer.
Tata Motors’ commitment to helping its channel partners maintain strong customer relationships and improve factors like customer retention and brand awareness is evident through the expansion of its network reach and innovative initiatives like EzServe. By continuously striving to offer outstanding services, Tata Motors remains dedicated to delighting its customers and strengthening its market position.