Customer Support Overhaul Targets Workshop Efficiency

Mahindra South Africa has sharpened its customer support systems with a clear emphasis on reducing downtime in workshops and improving parts availability.

The company’s renewed approach, introduced late last year, is designed to ensure that repairers and service centres can access parts quickly and resolve customer queries within a strict 24‑hour window.

Digital Tracking for Faster Resolution

Central to the “Reach Out” promise is a commitment to respond to customer queries or concerns within 24 hours. Internally, Mahindra uses digital systems to log and categorise customer queries, direct them to the relevant stakeholders and monitor progress from initial contact through to resolution. Each case is tracked with clear responsibility and time records to ensure accountability.

Rajesh Gupta, CEO of Mahindra South Africa, explains:

“Mahindra has built strong trust with South African customers over the past 21 years. We want to reaffirm this trust by significantly improving our customer service and parts support.”

Parts Distribution Centre Strengthens Supply Chain

The new Parts Distribution Centre in Midrand covers nearly 8 800 square metres and holds around 38 000 different part lines, with close to one million individual items in stock at any given time. Dealers across South Africa receive daily deliveries, with the centre recording a 98 percent first fill rate since opening.

Parts orders linked to customer complaints are prioritised, reducing vehicle downtime and ensuring workshops can complete repairs without delay.

Technical Training Integrated with Logistics

The Parts Distribution Centre also houses the relocated Mahindra Technical Training Centre. This facility supports hands‑on training for service and sales staff, as well as digital training and real‑time technical assistance for dealers.

Rajesh adds:

“Our new Reach Out customer promise comes at a time when Mahindra has fully modernised its range of Authentic SUVs and Authentic Bakkies. Customers can rest assured that they will be well taken care of whether they already own a Mahindra, or wish to buy one now, or choose one of the new models planned for the next 18 months.”