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Mahindra introduces industry-first, Digitized Contactless service experience

Nizam Shaikh
Written by Nizam Shaikh

Mahindra & Mahindra has announced the introduction of a new ‘Contactless Service Experience’ for its customers which digitizes the purchase and ownership of Mahindra vehicles which comes with new & industry-first service offerings from the brand. 

Under new guidelines and by following Government advisories, select Mahindra & Mahindra dealerships and workshops have started resuming operations in-line with the new safety norms to safeguard its customers, employees and dealer partners. Mahindra has currently resumed operations on approximately 30% of the company’s overall network which is around 300 Mahindra touchpoints.

The initiative incorporates a new Digital Application called ‘With You Hamesha’ mobile app which provides all service and repair information along with its records and customers can view repair orders including the parts required, used and job operations carried out as well as other associated costs with providing necessary approvals and payments through the mobile application. Alternatively, customers can also use With You Hamesha WhatsApp for the same. Customers can receive service-related documents, and updates on WhatsApp. 

The brand has also employed an industry-first ‘CustomerLIVE’ a live video streaming system that connects the customer directly to the service bay from the safety and comfort of their home. When required. Service advisors can go live with customers to explain the required repairs that have been identified in the workshop. Service advisors can also use 3D images of frequently used parts to explain its wear and tear. 

Using the new digitised systems Mahindra customers can now avoid contact with any paper documents, cash or the payment machine while getting their vehicle serviced. The ‘With You Hamesha’ app also allows Mahindra customers to easily book service appointments, request a pick-up & drop off, view service costs, vehicle history, warranty & RSA renewal details etc. The app also enables customers to use live chat and an industry-first chatbot called ‘TotBot’ for quick queries, resolutions and transactions. 

Under strict guidelines that align with advisories from local law enforcement and new govt policies the brand follows strict measures such as the screening of customers & staff for high temperature before entering the premises, use of masks, gloves, frequent hand sanitization by the customer and staff, alternate parking being utilized to ensure social distancing, every vehicle being sanitized before it is taken for repair work and vehicles being repaired in alternate service bays in the workshop to ensure social distancing. 

Mahindra & Mahindra has also launched a new contactless digital sales platform called ‘Own-Online’. The Own-Online digital sales platform enables interested buyer’s to book a Mahindra SUV using the dedicated web portal in 4 simple steps without compromising the safety and comfort of their home.