Mercedes-Benz has been the top brand in India in the last two years. Therefore, the company is focusing on its after-sale services to accommodate more of its customers.
It could be remembered that just recently Mercedes-Benz recently reported that the company is experiencing great quarter sales in the country with 3,650 units sold. It is important to note that the sales growth came from E-Class sedan and SUV.
"After the lost opportunities in 2016, we are seeing growth momentum returning. What we saw in the first quarter of this year is as per our expectations," a previous report quoted Mercedes-Benz India CEO, Roland Folger.
Mercedes-Benz India's Vice President, Santosh Iyer, explained that this growth also came from young car owners seeking their first cars. If before the company's average buyers were 45 years old, Mercedes-Benz now has an average buyer of 35 years old.
Satoshi Iyer added that the company is focused on lowering the time on resolving customer complaints. The company's India branch is planning to expand its Premier Express service centers to 12 this year from its current eight branches.
The fast growth actually came from first-time car buyers that are mostly professionals. Iyer noted that over 70 percent of their buyers are first-time car owners, driving their first cars.
"They need servicing at the shortest possible time. So, we've launched a new service called 'Premier Express' under which if the car is not serviced in 2 hours, it's done free," Satoshi Iyer explained.
Aside from that, Mercedes-Benz had the highest resale value and lowest ownership cost in the Indian market. They also launched the My-Mercedes-My Service program that focuses on the after-sales standard of the company.
Through this program, owners can avail three services namely the digital service drive, premier express service and innovate service products. However, this excludes major services and repairs and warranty repairs or AMG vehicle specialty services.
This is considered a great thing for Indian car owners because they are the only market outside the U.S. to have a digital service drive. With its digital service drive, the company offers service updates through video calls and online booking service packages.