by WAF Editorial Team
•Sarvottam is a hindi word and means The Best or The Best of the Best!
•As a run up to the most important year of #SUVW, the company wants nothing but the Best!
•Sarvottam 2.0 is a holistic program by VW India for the best and a memorable customer experience
Sarvottam 2.0 stands on the 4 pillars of Accessibility
1. Accessible Brand
2. Accessible People & Network
3. Accessible Product & Services
4. Accessible Information
“Under our Sarvottam 2.0 initiative, we have developed tools, that are accessible at the core, digitally enabled, transparent, efficient and cater to the requirements of our discerning Indian customers, in turn, offering them a “unique customer experience”, says Ashish Gupta, Brand Director, Volkswagen India
Accessible Brand
The VW brand engages with the Gen z , the Millennials with colours, styles, cues the way they like them. Why can’t a car dealership be like a Cafe where the customer hang around and chill for hours together.
The Vibrancy and Colours at the Dealerships makes the place alive. The Heritage and lineage of the VW Brand marries the uber cool quotient of the Gen Z and makes dealerships a “Fun My Space” for the customers
Accessible People & Network
Just the way, it takes VW to make a VW, it takes VW to arm, empower, skill and train their Network teams across the country, the VW Way!
VW has invested lot of resources, tech, innovation and time in training and certifying their dealer partners and teams to ensure a state of the art customer experience!
VW Dealer teams have been armed and trained on interacting with customers using Audio visual chat facilities.
Why do we need to benchmark dealership customer experience with another dealership. Why can’t we benchmark with the best cafe in town or the best airline or the best fine dining ? Limits are what we set in our mind and they all get shattered by VW’s Sarvottam 2.0 Program.
Accessible Product & Services
What if you could video chat with the VW sales consultant anytime and get all the information on the product and latest offers right from the comfort of where you are.
What if you could access the service cost calculator at the VW Website for an anytime and transparent service cost estimate ?
What if you could watch your car being serviced at the workshop from the comfort of your home or office ?
These are a few amongst many more innovations the company is doing to ensure a seamless customer experience.
Accessible Information
VW India has come up with several digital and tech innovations to ensure all information important and relevant for the customer are available in minimum clicks or taps.
Last financial year, the company also launched its customer services on Whats app.
Information on current and upcoming products, booking of a test drive or service appointment, finding nearest dealership, inquiry on after-sales service, reach out to roadside assistance, and customer care. Everything on whats App!
The number to remember being +91 8433950909.
The business account is hosted by a chatbot equipped with Natural Language Processing (NLP), which is an AI-based tool capable of answering the queries of the users. Now thats AI marrying HI ( Human Intelligence) to serve better, in the Sarvottam way!
‘Sarvottam 2.0 is a one of its kind integrated customer experience program which embodies people, product, tech and Infra. It is surely a best practices template which can be replicated across different markets of the world,’ says Anuj Guglani, CEO, World Auto Forum
