Spares & ser­vice ini­tia­tive for Mahindra CVs

Mahindra Trucks and Buses has un­veiled a new spares and ser­vice ini­tia­tive in an ef­fort to carve out a greater pie of the mar­ket.

Commercial Vehicle - - WHAT'S INSIDE - Story & Pho­tos by: Ashish Bha­tia

Af­ter launch­ing the Blazo range of medium and heavy-duty trucks with the guar­an­tee of more mileage over com­pe­ti­tion, Mahindra Trucks and Buses Ltd. (MTBL) has an­nounced a spares and ser­vice ini­tia­tive. A key dif­fer­en­tia­tor, ac­cord­ing to Nalin Me­hta, Manag­ing Direc­tor and Chief Ex­ec­u­tive Of­fi­cer, MTBL, the new ini­tia­tive as­sures Mahindra truck­ers of ser­vice sup­port at an in­ter­val of 60 kms on the Mum­baiDelhi cor­ri­dor of the Golden Quadri­lat­eral. MTBL chose this cor­ri­dor as it caters to about 30 per cent of the truck move­ment in In­dia. Across the 1500 km­long cor­ri­dor, MTBL has 27 touch points, in­clud­ing 3S deal­er­ships and ser­vice cen­tres, and eight mo­bile work­shops. As part of the ini­tia­tive, the com­pany is as­sur­ing truck­ers of avail­ing ser­vice sup­port in case of a break­down in two hours, fail­ing which a penalty would be paid up­front for ev­ery hour of de­lay. In the case of spares, the com­pany has an­nounced the set­ting up of ex­clu­sive re­tail out­lets called ‘Mparts Plaza’ along the cor­ri­dor, and op­er­ated by its dis­trib­u­tors and deal­ers. Part of a pan-In­dia ex­er­cise to make 150 fast mov­ing parts avail­able, the‘Mparts Plazas’ will sell gen­uine spares at a fair price. El­e­vat­ing MTBL’s net­work strength to 82 ‘3S’ deal­er­ships, 120 au­tho­rised ser­vice cen­tres, and 2900 road­side as­sis­tance points, the spare re­tail net­work of the com­pany has

reached 2069 num­bers.

For Mahindra truck­ers to avail of these ser­vices, MTBL will soon launch an aware­ness cam­paign. With the 1500 km cor­ri­dor pass­ing through five states – Ma­ha­rash­tra, Gu­jarat, Ra­jasthan, Haryana, and Del­hiNCR, with end ter­mi­nals at Dadri in the Na­tional Cap­i­tal Re­gion of Delhi and Jawa­har­lal Nehru Port at Uran near Mum­bai, the new spares and ser­vice ini­tia­tive will high­light the seven ‘Mparts Plazas’ that are op­er­a­tional at seven strate­gic lo­ca­tions of Delhi, Mum­bai, Hy­der­abad, In­dore, Guwa­hati, Sank­a­giri and Patna. The num­ber of ‘Mparts Plazas’, said Me­hta, will be in­creased to 26 by the end of FY2017-18. The 150 fast mov­ing spares the plazas will house have been iden­ti­fied as es­sen­tial main­te­nance parts, said Ra­jan Wad­hera, Pres­i­dent and Chief Ex­ec­u­tive, Truck and Pow­er­train Di­vi­sion, Mahindra & Mahindra Ltd. Upon non­avail­abil­ity of a part upon de­mand, MTBL, men­tioned Me­hta, will sup­ply it free of cost to the trucker. He drew a com­par­i­son with their ear­lier ini­tia­tive to com­pen­sate truck­ers with Rs.1000 per day if the truck was not back on the road in 48 hours. Averred Me­hta, “This way, we are keen to guar­an­tee the Mahindra trucker of a hassle-free ex­pe­ri­ence that is un­like any­thing that the com­pe­ti­tion of­fers.”

Terming the new spares and ser­vice ini­tia­tive as one more step to­wards cus­tomer-cen­tric­ity, Wad­hera ex­plained, “Fol­low­ing the highly suc­cess­ful mileage guar­an­tee and the 48-hour up­time guar­an­tee, the spares and ser­vice ini­tia­tive is part of our en­deav­our to in­tro­duce a dis­rup­tive change. It is also a part of our en­deav­our to of­fer an un­prece­dented af­ter­sales guar­an­tee. This will fur­ther re­in­force our value propo­si­tion.” The truck driver, said Me­hta, will be paid Rs.500 for ev­ery hour of de­lay in reach­ing him post the two-hour guar­an­tee on the cor­ri­dor.

In the Heavy Com­mer­cial Ve­hi­cle (HCV) seg­ment, MTBL claims to have more than 25,000 trucks on the road. The com­pany, ac­cord­ing to Me­hta, posted a growth of four per cent on a Year-To-Date (YTD) 2017 ba­sis in HCVs. The in­dus­try in com­par­i­son wit­nessed a neg­a­tive growth of seven per cent. In the Light Com­mer­cial Ve­hi­cle (LCV) seg­ment, MTBL has a mar­ket share of 9.4 per cent YTD. While the in­dus­try grew by six per cent in LCVs, MTBL, said Me­hta, posted a growth of 16 per cent. Aim­ing for a pres­ence in all the CV seg­ments, from 3.5-tonne to 49-tonne, MTBL has in­vested in a multi-lin­gual cus­tomer care helpline. The helpline, ac­cord­ing to Wad­hera, is manned by tech­ni­cal ex­perts who of­fer in­stant sup­port to customers. Claim­ing to be the first CV maker to of­fer a five-year or a five lakh kilo­me­ter trans­fer­able war­ranty, MTBL is look­ing at dou­bling its mar­ket share in the next two and a half years. In HCVs, it is cur­rently 3.5 per cent.

⇦ At Mparts Plazas, trained staff en­sure ef­fi­cient sup­port to Mahindra truck­ers.

⇧ Mparts Plaza re­tail out­let in Tamil Nadu.

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