ŠKODA AUTO India to focus on enhanced ownership experience

by Najuka G

›   Modern Sales and Service facilities built around superior customer experience

›   India’s first 4 Year Service Care: 4 Year Warranty, 4 Year Road Side Assistance, and optional 4 Year Maintenance Package

›   ‘MyŠKODA’ App to digitalize entire ownership experience

›   iService enables a standardized and paperless service consultation process

›   AI-enabled Chat Bot to facilitate 24x7 customer support services and interactions

›   Deployment of digital tools like PPSO and Auto Part to ensure transparency in part pricing, enhanced quality of job work, optimum spare stocking, and reduced TAT

›   ŠKODA’s ‘Peace of Mind’ campaign to focus on the cost of ownership

21 August 2018 – In continuation to the India 2.0 Project, ŠKODA AUTO India has rebranded its entire sales, and service network with a Fresh, Modern and Simply Clever layout that elevates the presentation of the brand. ŠKODA will continue to offer its unique proposition of 4 Year Service Care offering: 4 Year Warranty, 4 Year Road Side Assistance and optional 4 year Maintenance Package. As part of its efforts to enhance customer experience through digitalization, the ‘MyŠKODA’ App was previously introduced and offers a single window interface for the customers to interact with the brand and vice versa. To facilitate 24x7 customer support services and enhanced customer interactions, ŠKODA AUTO has also introduced an AI-enabled Chat Bot on its website. On the service front, iService has enabled a tablet-based standardized service consultation process. The Package Pricing System Online (PPSO) system coupled with Auto Part, an inventory management and analytical tool, will ensure transparency in part prices, enhanced quality of job work, uniformity of charges across service network, optimum stocking of spare parts and reduced turnaround time. The recently launched ‘Peace of Mind’ campaign adopts a sincere and straightforward approach to the overall cost of ownership of a ŠKODA vehicle.

Mr. Ashutosh Dixit, Director - Sales, Service & Marketing, ŠKODA AUTO India Pvt Ltd said, “Through, refreshed model line-up, redesigned dealership network, streamlined business processes, and innovative customer service initiatives, we are focusing on strengthening the brand in India. The transformation of our sales and service facilities envisioned to provide an enhanced customer experience is rated positively by our customers, dealer partners, and sales and service personnel. Our 4 year Service Care package is a unique offering crafted with a singular purpose, to make owning a ŠKODA vehicle hassle free and a pleasant experience. Our ‘Simply Clever’ philosophy embraces latest technologies like AI-enabled Chat Bot and guides us to consistently enhance the overall customer ownership experience. ‘MyŠKODA’ App, provides a platform for existing and potential customers, and enthusiasts to engage with the brand and vice versa. Our new campaign is a powerful statement and ascertains ‘Peace of Mind comes standard with every ŠKODA’”.

Modern Dealership Facilities with Streamlined Business Processes: With highest priority given to functionality, clear orientation and transparency, ŠKODA has successfully redesigned its entire sales and service network in India. The design follows function. The corporate architecture, functional interiors, and rationalized business processes aim to enhance the overall customer experience. This is conveyed by the sophisticated and logical arrangements of all the key elements, business areas, customer zones, and the use of cutting-edge technology. This concept reflects ŠKODA’s philosophy expressed in the slogan: “Simply clever with a human touch”.

ŠKODA - 4 Year Service Care: ŠKODA Service Care is geared to provide an unparalleled ownership experience encompassing aspects of after sale services such as Road Side Assistance, services, maintenance packages, and comprehensive warranty. 4 Year ŠKODA Warranty. ŠKODA provides a-one-of-its-kind warranty service which spans up to 4 years / 100,000 km from the date of purchase of a ŠKODA vehicle. This comprehensive warranty service program allows ŠKODA customers to enjoy their automobile with an unmatched ‘peace of mind’ experience. ŠKODA Assist - Road Side Assistance incorporates telephonic assistance and offers reliable and secure roadside assistance 24 hours a day, 365 days a year to its customers. If a ŠKODA vehicle is immobilized for any reason (even mechanical/electrical failure, flat/week battery, flat tyre, fuel exhaustion, mislaid key, breakdown, and accident) one phone call to ŠKODA Assistance will provide timely aid nationwide. ŠKODA Maintenance Package has been crafted with a customer-centric approach and aims to deliver hassle-free service for up to 4 years / 60,000 km to ŠKODA car owners. ŠKODA Maintenance Package brings along with it a gamut of benefits such as: Security, Delight, Flexibility, and Availability. Further, with itemized billing, superior customer care management, and two years with unlimited kilometers part warranty, ŠKODA has truly made car ownership a hassle-free experience.

‘MyŠKODA’ App: With ‘MyŠKODA’ mobile application (app), ŠKODA provides a single window interface between a ŠKODA customer and the brand. It is a quintessential part of ŠKODA’s efforts to digitize the entire ownership experience. The application hosts a number of sections including Parking Assist, Service Cost Calculator, Drive Tribe, and Accessories Shop; and allows ŠKODA customers to book a service appointment, locate the nearest dealership facility, connect to ŠKODA customer care, and access entire service history and itemized billing record. ‘MYŠKODA’ App is available for download on the iTunes App Store for iPhone and Google Play store for Android devices.

iService: With iService 1.0, ŠKODA AUTO India has enabled a standardized and paperless service consultation process. This tablet-based job card processing will enable a faster turnaround time, and premium and consistent post sales workshop experience.

AI Chat Bot: ŠKODA AUTO has introduced an AI-enabled Chat Bot facilitating 24x7 customer support services and enhanced customer interactions. The Chat Bot warrants reduced turnaround time, personalized support services, and stronger data-driven customer relationships.

Assured Same Day Delivery – Service: Through an appointment based process for periodic maintenance services and minor repairs, ŠKODA will ensure that a vehicle is delivered back to a ŠKODA customer on the same day of its routine service. This facility will transcend locations and be available across ŠKODA’s entire service network.

PPSO (Package Pricing System Online): enables a user to secure an accurate cost of repair taking into account the specification of a vehicle or VIN, the cost of a spare part, ŠKODA’s recommended row of operations towards accomplishment of a particular service or repair work, and conforming labour charges, thereby enabling transparency in pricing, enhanced quality of job work, and uniformity of charges across service network.

Auto Part: is an automated spare part ordering tool planted at ŠKODA dealership facilities which ensures that ‘the right part is made available, at the right place, in the right quantity, and at the right time’. It warrants optimum stocking of spare parts and reduced turnaround time by providing efficient supply scheduling services based on proven standardized planning processes and algorithms.

‘Peace of Mind’ Campaign: With the campaign, ŠKODA adopts a sincere and straightforward approach to answer the most frequent customer queries with regard to sales, aftersales, and the overall cost of ownership of a ŠKODA vehicle. The campaign ascertains that ‘Peace of Mind comes standard with every ŠKODA’. This recently launched 360-degree campaign will transcend media formats and run nationwide.

ŠKODA AUTO

›   is one of the longest-established vehicle manufacturers in the world. The company was founded in 1895 – during the pioneering days of the automobile. Today, the company’s headquarters remain in Mladá Boleslav.

›   currently offers the following models in the range: CITIGO, FABIA, RAPID, OCTAVIA, KAROQ, KODIAQ and SUPERB.

›   in 2017 delivered more than 1.2 million vehicles to customers worldwide.

›   has belonged to Volkswagen Group since 1991. The Volkswagen Group is one of the most successful vehicle manufacturers in the world. ŠKODA AUTO, in association with the Group, independently manufactures and develops vehicles, as well as components, engines and gear transmissions. 

›   operates at three locations in the Czech Republic, produces in China, Russia, Slovakia, Algeria and India mainly through Group partnerships, as well as in Ukraine and Kazakhstan through local partners.

›   employs over 35,000 people globally and is active in more than 100 markets.