LAUNCHES INTEGRATED ONLINE SALES PLATFORM eSHOP
INCORPORATES MULTIPLE DIGITAL INITIATIVES IN AFTERSALES OPERATIONS
New Delhi, June8, 2020
Further strengthening its industry-leading digital initiatives for enhanced customer experience, Hero MotoCorp, the world’s largest manufacturerof motorcycles and scooters,has launched an integrated online sales platform –eSHOP. eSHOP enables a seamless buying experience for the customers –completely digital. All the purchase related information and actions are built into the system, allowing customers to purchase their preferred motorcycle or scooter directly from the company website, in an easy and transparent manner.
Customerscan visit the official company website (www.heromotocorp.com) and access eSHOP through the tab on thehomepage, which redirects them to the online buying/booking channel. The intuitive system then guidesthe customers through all the relevant steps of making a decision,buying the vehicle and taking delivery–includingLatest On-Road Price, Live Stock Status, Online Document Submission, Instant DealerIntimation, Finance options, Sales Order preview & confirmation, VIN Allocation,and Delivery. On the page, once the customer selects the product,variant, color, and city, the system displays the list ofdealershipsand SKU availability.Customerscan then selectthe dealership as per convenience and makethe payment.Prices, both Ex-Showroomand indicative On-Road,are presented with cost elements.Once the payment is made, the customer is provided an e-receipt with a uniqueOTP number for verification. Once verification is completed in the system, the selected dealer assigns a Sales Assistant. In case the customer is interested, a retail finance option is also provided during payment process.
The Sales Assistant handle sall the customers’queries and guides them through the remaining steps like documentation, finance, invoicing,insurance, registration and delivery(optional Home delivery). Once the order is created, the customer receives a SMS with a link that directs him/her to the document uploading section. Upon verification a preview of the sales order is sent to the customer and post consent from customerinvoice is created, application for registration is made by the dealer and vehicle is delivered as per the option chosen by the customer.During delivery, physical signed documents required by RTOare collected from the customer.Keeping the safety and wellbeing of everyone as top-most priority, the Company has also launched multiple digital Aftersales services. These include the industry first initiative of digital service job card and acknowledgment receipt, app-based service booking and increased hours of workshop operations. Using the Hero App, customer can pre-book theirservice appointment at their nearest workshop. They can also avoid physical contact with any kind of paperwork at the workshops by raisingtheir own service job-card and receive a digital acknowledgment. This also reduces the amount of time spent at the workshop by customers during vehicle pick-up and drop. Apart from encouraging customers to pre-bookappointments, dealers/ service centres are also using theirtele-callers to inform and handhold customers in the digital appointment booking process.To avoid excessive rush, and maintain social distancing, many workshops have staggered/ extended their hours of operation
