Fords QuickLane in detail
So what is Ford’s Quicklane all about? We all have heard and read about the inaugural of a new service station in Bengaluru on Monday, but many of us aren’t sure of what does it do exactly. For this purpose, we had a quick chat with Mr. PK Umashankar- VP, Customer Service Operations, Ford India Private Ltd and John Cooper, Executive Director, Ford Customer Service Division, Ford Asia Pacific and Africa.
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Q1) What is Quicklane all about and how quickly can one get his car serviced?
JC: The service time remains the same, it is the experience that has changed. The customer can see his vehicle being serviced and even speak to the technician as he services the car. The idea is to improve the transparency for the customer, as he will know what all changes are done to his car. Also, if the response is good we can think of doubling the number of people working on each car to reduce the time. But at the moment there are no such plans. So, the servicing take is the same for each car and even the cost remains the same.
Q2) So, what is the advantage of Quicklane?
JC: The advantage of this is you don’t need to drop the car to a dealership if its far away from your house for a regular service. This reduces your travel time and also gives you the option to chat up with the technicians. Since 65% Figo owners are first time car buyers, they like to see the car ebing serviced.
Q3) So, no paint work will be done in Quicklane?
US: No. No painting or denting will be done here. Also no diagnostics. All these are time consuming processes, and Quicklane is all about general services. No accident repairs or anything that is time consuming. All technicians are maintenance technicians.
Q4) What do we do with breakdown vehicles?
US: For breakdown vehicles, we already have road assistance. They will divert directly to the dealership than a Quicklane.
Q5) So, will there be all separate Quicklanes or they will be merged with the dealership?
US: All Quicklanes will be separate and none will be attached to a dealership. The pit lane will do all the basic mechanical service. Nothing that is time consuming will be attended here, and such jobs will be diverted to a dealership.
Q6) What kind of customers will walk into Quicklane?
JC: There are three major types of customers worldwide, one who go online and book an appointment for service. The second are the orthodox types who come to the dealership, through their keys and come back and collect it in the evening. The third ones are those who like to see what is happening to their car. Quicklane is meant for the third types. Atleast the customer knows what goes in his car.
