BharatBenz roll-out digital tools for customer engagement
Published On Sep 18, 2020
The new initiative grants customers seamless access one-on-one service allowing special offers, priority service, and personalized consultations with top management virtually through phone, email and video conferencing.
Companies are trying all ways and means to keep the customer engaged, extending them all the support to run their business efficiently and address issues as the pandemic continues to drag. Truck makers have also joined this phenomenon as transporter companies and fleet operates are vital in restoring India's economic activities.
In its quest for constant innovation, Daimler India Commercial Vehicles (DICV), maker of BharatBenz trucks and buses, launches the innovative customer engagement program 'Mitra' to help its customers run an efficient transport and logistics business through the pandemic. Mitra pairs selected BharatBenz customers with top executives from DICV to ensure they receive the absolute best service possible throughout their relationship with the CV manufacturer.
The Mitra pilot program was launched last year, covering seven fleet customers who were paired with members of the DICV Executive Board – all the way up to the company CEO. The program showed great results with participants reporting much higher engagement and satisfaction levels, as evidenced by several hundred additional vehicle sales. The initiative also helped DICV convert two new customers who had only ever bought competitor vehicles.
Speaking on the initiative, Rajaram Krishnamurthy, Vice President Marketing & Sales and Customer Services DICV said, "What better way to ensure the high standards expected by our customers than to offer them their own Concierge? With the BharatBenz Mitra program, selected customers are each assigned a top executive who is personally devoted to making sure they get the best service possible."
"With the DICV leadership team personally involved in customer service, all our company's processes will naturally become more and more customer centric. The BharatBenz Mitra program will help us build long-term relationships with our customers based on excellent service and an emotional connect," explained Rajaram.
This month, the Mitra program will be expanded to a further 60 customers spread out over India's entirety, a scope made possible thanks to the program's digitalization. While the pilot program required top executives to travel hundreds of kilometers at a time for face-to-face meetings, Mitra will now be conducted virtually. Customers will have access to their Mitra counterparts via phone, text, email and video conferencing. Once the pandemic passes, face-to-face interactions will resume at the customer's convenience.
"BharatBenz Mitra offers unbeatable peace of mind. While all BharatBenz buyers have access to our 24/7 call center and country-wide network of dealerships, Mitra customers will additionally have an in-house champion who will learn their product and service needs from the ground up and then advocate to make sure they receive solutions tailored to their business," added Rajaram.
The Mitra program will be offered free to selected customers on an invitation-only basis. However, plans are in place to further extend the program to meet market demand in the coming years.