Ever since I was handed over the Hyundai Tucson, I had suspected that its brakes were not in top notch condition. The braking seemed a tad weak, and I wasn’t sure what the issue was. However, the real cause of that feeling became apparent when the brake pads of the Tucson started making that familiar grinding sound, indicating that they were close to the end of their operable life.
That prompted a call to Hyundai, and we set up an appointment at the nearby service workshop. This was also a good option for me to experience the current service standards at Hyundai workshops – it’s been a while since I last visited its workshop. The workshop of Koncept Hyundai is located pretty close to our office, in the industrial area of Okhla in Delhi. As I reached there, the service advisor assigned to my car, Sandeep, was waiting.
Once the car was hoisted on to the workshop bay on the first floor, the process of identifying and inspecting the car was quite slick. Digitisation has clearly helped a great deal when it comes to servicing cars, and Sandeep had his own tablet that was loaded with apps from Hyundai to help in the service process. Interestingly, unlike the old days when advisors would mark out blemishes or scratches on the car on a piece of paper, Sandeep just took pictures of the car from all angles and forwarded them to me on WhatsApp for reference. While signing on the work order on a tablet, I could see that all sections of the workshop had been digitally integrated. All the while, Sandeep was being updated in real time about the status of the cars he was handling by various departments, such as when the mechanical jobs on a car were complete, when the washing had been done and so on.
Later, when Sandeep was about to send the car back to me, he even sent me short videos of the work done on the car – brake replacement and polishing – to check if I was satisfied with the quality of the work done. It was also interesting to observe how the progress of each car in the workshop that day was being telecast in real-time on television screens mounted throughout the workshop. So, if you were waiting in the customer lounge while your car was being serviced, you could keep a real-time track of what was being done with your car.
Needless to say, the car arrived thoroughly well cleaned and the brakes were once again back in top order. Sure, the service did cost a fair bit – Rs.21,265 for a set of front brake discs, brake pads and polishing of the car – but the end result was pleasantly surprising. Digitisation, then, can be said to be truly helping both companies and customers in their service experiences.