Volkswagen rolls out customer experience program ” Sarvottam 2.0 “
Volkswagen India is pushing its limits with its SUVW strategy and now the incoming Taigun is all set to add to the momentum . Volkswagen has now begun its new 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.
Commenting on the Sarvottam 2.0 initiative, Mr. 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.”
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 PreOwned 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.
