DICV ‘Mitra’: A customer engagement programme

Daimler India Commercial Vehicles (DICV), maker of BharatBenz trucks and buses, on September 18 announced the launch of its customer engagement programme ‘Mitra’ which pairs selected BharatBenz customers with top executives from the company to ensure they receive the best possible service.

Mr. Rajaram Krishnamurthy, Vice-President Marketing & Sales and Customer Services, DICV, said, “What better way to ensure the high standards expected by our customers than to offer them their own concierge? With the BharatBenz Mitra programme, selected customers are each assigned a top executive who is personally devoted to making sure they get the best service possible.”

 “With the DICV leadership team personally involved in customer service, all our company’s processes will naturally become more and more customer-centric. The BharatBenz Mitra programme will help us build long-term relationships with our customers based on excellent service and an emotional connect,” explained Mr Rajaram.

DICV rolled out a Mitra pilot programme last year covering seven fleet customers who were paired with members of the DICV Executive Board – all the way up to the company CEO. The programme showed great results with participants reporting much higher levels of engagement and satisfaction, said a press release.

 From September, the Mitra programme has been expanded to a further 60 customers spread out all across the country, a scope made possible thanks to the digitalisation of the programme.