Renault, the number one European brand in India, opened its office and select dealerships and service centres, and has introduced several safety and hygiene measures as it prepares to welcome back customers across all its touchpoints. Renault has opened more than 194 showrooms and workshops in line with the new safety protocols and the remaining touchpoints will be opened in a phased-wise manner based on permissions from the local authorities.
Renault dealerships have ensured special care to sanitize their facilities and test drive cars. There are multiple training programmes, protocols and processes in place to monitor the execution of Renault’s customer-first initiatives and efforts, as a part of their ‘Welcome Back’ initiative.
There has also been a gradual recommencement of business operations across India Alliance entities in accordance with regulations of government and local authorities. Phased-wise operations have commenced at Renault Nissan Automotive India Private Ltd. (RNAIPL), Renault Nissan Technology and Business Centre India Private Ltd. (RNTBCI), Renault Finance and the Renault corporate office in Chennai. Renault has also started dispatches of cars from the plant to North India and Tamil Nadu. Export of critical ‘Make in India’ parts has begun from the facilities in Chennai and Pune to select global markets.
“Globally, Renault is gradually resuming business operations, country by country. In India, we have started the business operations in a phased manner. We have a long-term commitment here and India plays an important role in the strategic operations of Groupe Renault. Customer safety and satisfaction is our main objective and is one of the driving forces behind everything we do. As the lockdown is gradually being lifted and business is slowly resuming, our primary focus is on ensuring that we safeguard our customers, by introducing rigorous safety and hygiene practices across all touchpoints. At the same time, the health, safety and well-being of all Renault employees, dealers and other stakeholders, their families and the community at large is of utmost importance, and we have taken necessary actions on all these fronts as well,”
said Venkatram Mamillapalle, Country CEO & Managing Director, Renault India Operations.
As a first step, all dealerships – showrooms and workshop, will be completely fumigated before it is opened for customers. There is a manpower health screening for all dealership employees after resuming the job and only post that will employees be allowed to start work. There will be daily monitoring, necessary action and processes which will be adopted across all showrooms and workshops, to ensure social distancing and safety measures are implemented. Discussion tables and display cars will be completely sanitized after every round of customer interaction.
Before customers enter the dealership, their temperature will be checked. There will be regular sanitization of the entrance door. Customers will be given masks and hand sanitiser and will be dealt with, keeping in mind the social distancing norms. There will be provisions for collaterals with product details to be shared using digital platforms.
Display and test drive cars, whether at the dealership or at customers’ homes will have multiple sanitization points after each customer interaction – steering, AC vent, dashboard, gear knob, door opening lever, infotainment system, door handle, IRVM, ORVM, ORVM knobs, glove box and seat belt buckle, amongst others. The same detailed processes will be followed for all cars that come for servicing as well.
Documentation regarding test drives will also be collected and shared using digital methods, while also ensuring single person test drives are done. The safety and hygiene protocol will be strictly followed for new car deliveries, whether at the customer’s home or at the dealership, and for all car servicing requirements.
Renault has also put in place few basic guidelines for customers in the interest of their social health. These include proactive and reactive communications with customers urging them to wear a mask while visiting the dealership, carrying their own stationary and following social distancing directions. All safety and hygiene measures will be practiced across all showrooms and service workshops to ensure customers have complete peace of mind, whether it is for a new car purchase or getting their vehicles serviced.
Renault is also working with dealers to nominate ‘COVID-Inspectors’ at dealerships to ensure all safety processes are followed and has scheduled training for all dealership employees to highlight the importance of adhering to all safety and hygiene measures. Renault has ensured extensive utilization of virtual platforms for continuous engagement and knowledge enhancement across the value chain. The call centre is also operational to address all queries of customers.
Renault announces a host of attractive customer offers
COVID-19 is a challenge unlike any other faced by humanity in recent times. The crisis is a global one and has had a huge impact on the global economy and industries. The Indian automobile industry has been severely impacted with customers facing severe liquidity stress. In order to support the customer in these challenging times, Renault has announced a host of customer-focused offers.
Renault has rolled out a ‘Buy Now Pay Later’ scheme where customers can buy any Renault car in May and start paying their EMI after 3 months of purchase. The offer can be availed either at the dealership, on the Renault India website or the My Renault App.
There are also offers across the product range including cash offers, exchange benefits and finance at a special rate of 8.99%. These are complemented by additional loyalty offers for its existing customers. Renault India has also rolled out additional benefits for Doctors and Police personnel, under its ‘Care for Caregivers’ program, as a gesture to thank the efforts of the professionals engaged in fighting the COVID-19 battle in India.
Renault has also significantly enhanced digital capabilities and portfolios with online booking options and other interventions. Customers can book cars from home on the Renault India website or the MyRenault App with zero booking amount, and can also get loan approvals remotely from Renault Finance.
On the service front, Renault has launched extended service warranty and extension of first free service. As many customers are unable to avail offers and warranty on their vehicles, Renault has announced a relaxation on Warranty (including the Extended Warranty policies) and Periodic service schedules for its customers during this lockdown period. Renault India’s 24X7 roadside assistance continues to ensure support for its customers in case of an emergency. Renault has also sent vehicle maintenance tips to its customers given the non-usage of cars due to the lockdown.
Renault Finance has also announced measures to support the customer which is the form of – Job Loss Cover (coverage for salaried customers and applicable in loss of job due to layoffs, retrenchment, accidental death, permanent disability and hospitalization in case of any disease including COVID-19 for single premium ranging from INR. 650 to INR 1,600) and EMI Protect Plan (Coverage for Self Employed customers and applicable in case of hospitalization including COVID-19 & accidental death for a single premium of INR 999).
Support to community, network partners and preventive measures across all offices
In these challenging times, Renault has supported the outstanding work of the authorities and especially the healthcare efforts through various interventions aimed at benefiting local communities. Alongside this, several countermeasures have been initiated, while supporting the Government’s mission to curb the spread of COVID-19. These encompass multiple preventive measures across the offices, dealerships, manufacturing facility, and technology centre, following all the guidelines of the government and regulatory authorities.
At the same time, Renault has also held the interest of dealers as a key priority. The company has announced incentives and relaxation on targets to ease the effects of the lockdown. Renault has also set up a task force to facilitate financial transactions with the dealership networks and has announced support to dealers in terms of inventory holding costs. Renault has also started a special program on skill development and online training of network sales teams.
Renault India is also sharing regular advisories with its dealer partners and directions to comply with the guidelines issued by the respective local authorities, state and central governments and regulatory bodies.
Renault is working on strategic contingency measures to revive the business operations and will continue to work at enhancing efficiencies. In the backdrop of COVID-19 and the wide-spread impact globally, it is imperative to look at business through a human lens. The need of the hour is to come together as one nation and stand united, ensure safety across the board, and recover from this pandemic as soon as possible.
Highlights
- All dealerships will abide by the new safety protocols and will be opened in a phased-wise manner based on permissions from the local authorities
- Special care to sanitize dealerships, service stations and test drive cars with detailed implementation processes and protocols
- Announces ‘Buy Now Pay Later’ scheme where customers can buy any Renault car in May and start paying their EMI after 3 months of purchase
- Easy online booking facility on Renault India website as well as MyRenault App
- Facility of test drive and new car delivery at home
- Gradually resumes business operations across India Alliance entities; starts dispatches of cars to North India and Tamil Nadu; Export of Critical ‘Make in India’ parts commences
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