Mumbai – The year 2021 is recognized as the year of Volkswagen Taigun! For which, the brand has been relentlessly working towards strengthening its fundamentals across the business. With accessibility at the core and in-line with India 2.0 strategy, Volkswagen India embarks on the execution of a holistic customer experience program termed as Sarvottam 2.0, this comprehensive program imbibes the brand’s philosophy of being ‘Accessible, Young and Aspirational’. The program is already in the execution phase and will be fully implemented and operational across all Volkswagen customer touchpoints over the next few months.
The vision of Sarvottam 2.0 is to provide customers “A unique Volkswagen experience” by making the Brand, its people, network, information, products and services more accessible to customers. The program will build a sustainable & long-term customer connection. For the last 12 months, the brand has been reviewing the entire customer purchase and ownership journey in India, identifying key improvement areas that would meet customer expectations in an era of accelerated transformation
Under the “Accessible Brand” objective, Volkswagen intends to redefine its customer experience by adopting the contemporary, young and vibrant global New brand design across its physical and digital touch points. On the “Accessible People” front, the entire network is undergoing a comprehensive behavior change training process to make its frontline personnel even more customer oriented. Customer communication with sales & service consultants via sophisticated digital platforms viz. online AV chat platform is being introduced to provide anytime, anyplace access for customers.
For “Accessible Network” and “Accessible Information” along with expanding its physical network, the digital online sales and service channel [across New and Pre-Owned Cars] is being enhanced to provide a seamless experience to customers from choosing a car, finding the car, financing, insurance, booking a service appointment etc.
For “Accessible Products and Services”, customers can already avail the service Cam facility that provides detailed videos on the repair and maintenance work. Post the customer’s approval and satisfaction, the service repair is conducted. The Brand has also gone live with a service cost calculator on its website to further enhance transparency and accessibility to the customers.
Commenting on the Sarvottam 2.0 initiative, Ashish Gupta, Brand Director, Volkswagen Passenger Cars India, said, “With the launch of Sarvottam 2.0, we take a big step towards bringing together our strategic initiatives for strengthening the relationship with customers. We intend to provide a seamless and transparent customer experience that’s digitally enabled, technologically advanced, efficient, connected and provides curated solutions to our customer’s requirement. We, at Volkswagen India, certainly believe that these initiatives along with a strong SUV product portfolio will result in a long-term and aspirational relationship with customers in India.”
The Sarvottam 2.0 initiative comprises of a host of thoughtfully designed solutions that will be implemented and executed in phases over the next few months leading up to the launch of the Volkswagen Taigun.