13th May 2021, Bangalore: Toyota Kirloskar Motor (TKM) today revealed that its initiatives to enhance customer experience has contributed to a rise in sales contribution from the Northeast Region. The company also reiterated on the growing significance of the region in its customer outreach programs focused at making TKM’s world-class products and services increasingly accessible to a wider customer base.
In accordance with its customer-first philosophy, TKM has been rolling out measures to enhance the experience at every stage of the customer lifecycle from pre-sales to after-sales. To provide easy access to its world-class products, TKM had unveiled its first regional stockyard in the country in Guwahati, Assam last October. Besides fostering an efficient distribution network across the northeast, the stockyard is helping reduce delivery time of not more than two days even for the farthest dealers in the Northeast states thereby delighting our customers.
In addition, regarding Manipur, earlier TKM was delivering new vehicles carrier trucks only up to Khatkati in Assam due to the road infrastructure and other related challenges. Therefrom the vehicles had to be individually driven to Imphal through rough terrain. However, TKM operationalized road transport of new vehicles to Manipur as a standard procedure to provide brand new car quality to customer and support its dealer partner to cater seamlessly to the rising demand. The rollout of road transport of new vehicles to Manipur followed a successful pilot project which received positive customer response owing to the transport of new Toyota vehicles right up to Punya Toyota, TKM’s dealer partner in Imphal.
Sharing his thoughts on the growing importance of the Northeast market, Naveen Soni, Senior Vice President, TKM, said, “Over the last two years, Toyota has made rapid strides to emerge as a leading choice for customers due to the uncompromising quality, durability, and reliability of Toyota vehicles in the tough terrain in the region. The increasing preference for personal mobility and newly launched models such as the Fortuner, Innova Crysta, besides top selling offerings like the Glanza and Urban Cruiser, are attracting customers. This is resulting in improved sales contribution of northeast region vis a vis Toyota all India sale. Additionally to meet the growing demand and to improve after-sales experience, in the last two years we started two new 3S (sales, service and spare parts) outlets – one in Arunachal Pradesh and another one in Manipur besides a first-of-its-kind Pro-Service centre in Assam. Today, we have 13 customer touchpoints in the region, and we will continue to invest in widening our reach while innovating new ways in which we can exponentially improve the customer experience at all touch points.”
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