Mercedes-Benz has further strengthened its customer service offerings with the launch of innovative digital service solutions, the ‘DSDNxt (Digital Service Drive Next)’ and ‘Pay at your convenience’. These solutions aim to ensure seamless ownership experience and reinforce confidence in the luxury car market in India. The first-of-its-kind smart financial solution ‘Pay at your convenience’ is designed to provide financial ease to the customers, whereas ‘DSDNxt (Digital Service Drive Next)’ includes key digital service initiatives that will ascertain a safe and hassle-free ownership experience.
Martin Schwenk, MD & CEO, Mercedes-Benz India, said, “Every element of our strategy revolves around the customer. At Mercedes-Benz, we are designing the digital future and are responding to changing customer expectations, and faster innovation cycles. Digitalisation is driving customer experience. As a customer-centric brand, we believe in the integration of digital technology in our entire value chain, from design and development to production, and finally to sales and service. Towards this strategy, today we rolled-out key customer service initiatives under our digital program DSDNxt, the Vehicle Digital Reception System (vDRS), and WhatsApp for Business. These initiatives will ensure real-time service updates to our customers remotely, ensuring utmost convenience.”
He further added, “As the market leaders, it is incumbent upon us to bring in solutions that empower the customers and reinforces their confidence in the segment. The smart financing solution “Pay at your convenience’ is a highly flexible financial offering that will support the customers to balance their financial commitments. With this first-of-its-kind solution, we aim to reinstall customer confidence and provide ‘Best Customer Experience’.”
‘Pay at your convenience’: Mercedes-Benz India rolled-out industry-first service bill finance to ensure ease of payment to the customers for their service requirements. Available with credit cards of more than 13 banks, it allows:
- Credit Card EMI option for a tenure up to 12 months
- Zero-cost EMI option for 3 months
- One swipe EMI easy payment option for both preventive maintenance and general repairs
Vehicle Digital Reception System (vDRS) allows customers to stay connected during the service of Star from the comfort of their home. A link of ‘Service Web Check-In Pass’ is sent to the customers, which provides access to the following information:
- All the information about appointment e.g. – Date and time of appointment, Pick & Drop Executive’s/Service Consultant’s Name, Photo, and Contact Number, etc.
- Selection of Preferences like pick/drop location, customer lounge access, etc.
- Real-time tracking of the car during pick & drop
- Real-time service status updates
- Access to service documents like estimate and invoices
- Online service bill payment
WhatsApp, the new customer communication channel, will be used to share updates with customers such as the next service due date, allotment of service consultant, service estimate, service status, etc.