Car companies line up ‘touch-free' experience for customers; Dealerships to be sanitised

In 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.

The 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.

In 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.

Besides, 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.

As 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.

Even 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.

Customers 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.

FCA’s 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 doorstep.

Meanwhile, FCA is ready to resume manufacturing and commercial operations subject to guidelines from Government authorities.

BMW INDIIA: 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.

Customers 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.

Existing 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 lockdown period.

FORD INDIA: 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.

Dial-A-Ford will allow customers to connect with a Ford team and undertake booking, test drive or even doorstep delivery of the new vehicle.

For 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.

Customers 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.

All 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 thermometers

• 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 dealership.

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.    

Customers 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.

MERCEDES-BENZ 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

online 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.

Key highlights of ‘Merc from Home’:

·          Customers can now book and play their Mercedes-Benz online and get it delivered at their

door steps from the comfort of their homes

·          ‘Live Mercedes-Benz Consultation Studio’ set-up for personalised product demonstration

and consultation

·          Broader car portfolio now available for Mercedes-Benz India’s e-commerce platform:

www.shop.mercedes-benz.co.in.

·          One stop solution for smart finance for booking of a Mercedes-Benz and other Value Added

Services

·          A touch-free sales experience for customers for the first time.

VOLVO CAR 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.

VOLKSWAGEN 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.

HYUNDAI 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. 

FIRST 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.