Wednesday, May 8, 2013

The Other End Of The Line

We spoke to various heads of different Transport companies who are currently associated with Mahindra Navistar. The various customers told us about their experience and how their journey has been so far. The customers shared their opinions on their satisfaction with Mahindra Navistar Trucks, company satisfaction along with driver’s satisfaction and most importantly the reason that influenced them to make a purchase of these trucks.

What influenced them to purchase Mahindra Navistar Trucks?
To quote Mr. Vikram Khurana, Partner – Sheetal Parivahan, Mumbai, “It was Mahindra Navistar who introduced the concept that if one is purchasing a truck he should know how the truck is being made, which till date in the history of trucking in India, neither TATA or Leyland or any other unit has done. They were the first ones who invited all the transporters to their factory, from PAN India to come and see and understand how their trucks are being made and what parts are being added, what the life cycle is, what the technology and system is and the various tests it will undergo. We are being given importance today, that you are the transporter, the one backing the industry, which wasn’t the case earlier.”
In most cases, the customers were invited to visit the plant in Chakan, Pune after which they took a decision on striking a deal with Mahindra Navistar. Mr. P.D. GUPTA, Proprietor – Manish Containers, Mumbai said that he was very happy with the two year warranty plus two year guarantee being offered by the company for any problems being encountered with the vehicle. A unique driving factor was the average of 10,000 kilometers being offered by Mahindra Navistar Trucks, which again wasn’t the same as TATA.

What is the level of satisfaction with Mahindra Navistar Trucks?
Mr. Ketan Shah, Director – Navigator Logistics, Ahmedabad is extremely satisfied with the offerings of Mahindra Navistar. He said, “We are happy with Mahindra Navistar trucks as the vehicles have given a good return. 1000 kilometers of non-stop running in 24 hours time is absolutely remarkable; which has never been given to us by any other company. The personnel of the company have been visiting us regularly, taking our views, opinions and suggestions as to how they could improvise the product and addressing problems the company might be facing in its operation and also trying to resolve those issues in time; something we really appreciate as we have not experienced the same with other suppliers in the past.” Customers are more than satisfied with the trucks and especially their mileage.
Mr. Vikram Khurana, goes on to say that Mahindra Navistar has got the best engine, the best fuel injection system, beautiful interiors, aerodynamics and the comfort levels from all angles like maintenance, after sales service and support from the company personnel, right from the CEO to the normal mechanics who is going to handle the vehicle.

What about the driver’s Satisfaction?
There has been overall satisfaction from each and every driver from each and every Transport company who is associated with Mahindra Navistar Trucks with regards to the new cabin designed by the company, ensuring that the drivers are able to drive for long hours without getting tired easily, with enough room to rest. Mr. Gopal Prasad Chowdhury, Proprietor – Chowdhury Transport, Kolkata has said that even if his drivers are unwell they do not get tired of driving because of the level of comfort being offered. Mr. P.D Gupta said that “thanks to the comfortable seating the drivers do not feel tired even if they drive for 600-700 kilometers.”
Mr. Vikram Khurana shared his view by saying that drivers who have been driving since 12-15 years found it challenging to use new technology. After discussing these issues with the Mahindra Navistar team, they concluded that each and every driver would be given training. There was a change in the attitude of the drivers who initially criticized the trucks but later appreciated it by saying that they were driving a car and not a truck.”

What’s the opinion on service satisfaction?
Mahindra Navistar is known for its after sales service provided to all their customers. There has been a huge wave of agreement from all customers regarding this aspect of the company. The service system is known to be highly efficient, where drivers can make a call to one of the centers and receive immediate help in case of breakdowns. Because the set up is so large, the availability of spare parts becomes easy.
Mr. Sreyans Kataria, Director – Kataria Transport, Delhi told us that, “The service has been good at Mahindra Navistar. The benefit that we have is that the service centre being only 5 kilometers away gives us the benefit of servicing the truck overnight and receiving it the very next morning. Hence, our advantage of day loss is lesser compared to the others.”
Mr. Darshan Baweja, Director – DBRC, Delhi said that the entire team of mechanics was well managed and committed and they did a fantastic job of repairing his truck within 4-5 hours with making just one call to the service centre.”

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