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Hero MotoCorp resumes retail operations with 1.5k customer touchpoints

Hero MotoCorp resumes retail operations with 1.5k customer touchpoints
Hero MotoCorp resumes retail operations with 1.5k customer touchpoints

Hero MotoCorp, a two-wheeler automaker, has recently started resuming its retail operations, with over 1,500 customer touchpoints, including authorized service centers and dealers.

Nearly 30% of the company’s domestic retail sales have been contributed by these outlets. Since the reopening of the customer touchpoints, these outlets have recorded sales of more than 10,000 units of scooters and motorcycles. Prioritizing the health and safety of the employees, Hero MotoCorp has issued a Restart Manual to all the developers, parts distributors, and service centers.

The company also has recently started dispatching vehicles from the manufacturing sectors for the current financial year 2021. All its global manufacturing facilities had previously halted the operations since 22nd March, as a precautionary measure taken against the coronavirus pandemic.

Hero MotoCorp became the 1st automaker in India to resume operations, following the reopening of 3 of its manufacturing plants in Gurgaon and Dharuhera in Haryana & Haridwar in Uttarakhand. The company has released the restart manuals in 10 regional languages, for the parts distributors and dealer partners as well as conducted training programs through webinars, which reaches 700 internal sales and after-sales employees as well as over 7000 customer touchpoints. The manuals also include guidance for dealers regarding the acquisition of disinfectants, sanitizers, gloves, masks, and other equipment.

The restart manuals elaborately cover several activities for resuming operations, such as pre-opening preparations, monitoring, and operating protocols. The manuals offer guidance on deep cleaning; fumigation; channel point’s safety marking; channel point rearrangements to ensure social distancing; workstation, washroom, seating and equipment hygiene; use of PPEs such as gloves and masks; customer/staff entry protocols; staggered break times; careful handling of cash/credit cards/documents, as well as encouraging digital payments.

These manuals also cover other aspects such as PDI (Pre-delivery inspection), creation of waiting areas, vehicle pick-up & drop protocols, care/hygiene of tools, social distancing protocols, delivery norms, pre-booking to prevent customer rush, and home delivery.

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Omkar Patwardhan

Omkar Patwardhan started his professional career in the hospitality industry. Having nurtured a deep-sated passion for words however, he found his way into content writing and now pens down articles for and a few other websites, spanning the sectors of business, finance, and technology./