TATA TRUCKS AND

BUSSES
IMPROVING MAINTENANCE SERVICE THROUGH A
CUSTOMISED APP

Tristan van Wyk

2019169057
CONTENTS
Introduction

Problem Statement

Proposed strategy

Strategy implementation

Budget

Anticipated Impact of the

strategy
 INTRODUCTIO
N
• Trucks work in harsh environments and are • We believe fixing the trucks in a reasonable time is
therefore very likely to often breakdown. trying something that Tata can achieve if it adopts the
to build an indestructible truck is futile. solution proposed in this report. Our solution is
According to a short survey, only 30% of cost-effective and enhances customer care.
customers are satisfied with the repair waiting
time. The rest of customers investigated could
not recommend TATA for the maintenance of
trucks and Buses because of the
unreasonable waiting which sometime
exceeds 3 weeks.
 PROBLEM STATEMENT

• An article described a customer who bought
30 Daewoo trucks. This customer said the
trucks kept breaking down and when they
were sent back to Tata for repairs, the wait
times were longer than Scania's. The
customer said he would wait 3–5 days for his
truck, while his Scania truck-using friend only
waited 1–2 days when his truck was fixed.
(2023 FleetWatch Editor).
• A brief interview was conducted with ten TATA
truck owners to obtain their feedback on TATA
workshop repairs and services. Only 30% of
customers thought the wait times were
reasonable; the rest had a negative experience
and recommended other mechanics who were
faster and more effective.
PROPOSED SOLUTION
( MARKETING STRATEGY)
•Using an app where customers can plan their services and
repairs as well as provide additional input on the types of repairs
that they require will result in less confusion and variability of
waiting times that customers experience as workshops can
ensure that the appropriate stock is available prior to a truck
coming in for a repair. This app also includes a products tab that
functions exactly like the TATA website, allowing customers to
browse the TATA catalogue.
PROPOSED SOLUTION
(MARKETING
STRATEGY)
•This application will be
incredibly user-friendly, devoid of
any advertisements or clutter that
could impede users. The exclusive
purpose of this application is to
optimize the procedures that
TATA clients must complete when
conducting business with the
company.
PROPOSED SOLUTION
(MARKETING STRATEGY)
• Customers would spend less time at the service
center if they could see how far their truck is from
completion via the app's status bar.
• This app also includes push notifications for
important updates on trucks that are being serviced
or repaired, as well as a review system that
provides TATA with feedback on how they can
improve customer satisfaction in the future.
PROPOSED • On these pages customers can book a
service or repair for a future date. TATA
SOLUTION will also show what dates are fully

(MARKETI booked and what dates are open so that

customers can choose dates that are less
NG busy leading to shorter queues and
shorter waiting times.
STRATEGY)
 PROPOSED SOLUTION
(MARKETING
STRATEGY)
• Lastly, this app will provide a
Calendar that shows upcoming
events. This feature is mostly aimed
at TATA fleet owners with multiple
trucks, making it easier to not lose
track of scheduled services. Push
notifications will also be available
for this feature.
STRATEGY IMPLEMENTATION

• TATA can implement this strategy by hiring • For TATA to communicate with the
a freelancer on Fiverr.com to write and code
application in the background,
this mobile app based on the mock-ups
created.
computers and routers will then
need to be purchased and installed
• The server must then be purchased and
installed in an unused room in any of the in the TATA facilities.
TATA facilities. A UPS will also be required
to combat load shedding and keep the server
running even if the power goes out.
BUDGET FOR
STRATEGY

•Using a freelancer from Fiverr.com to develop

an app that can run on iOS, Android and PC will
cost close to R80,000. This app will have
everything needed to run effectively and the app
developer will ensure the maintenance of the
system shall a problem occur.
 IMPACT OF STRATEGY ON
TATA
• The long-term implications of this strategy will
outweigh its short-term effects. Due to shorter
wait times that improve the customer
experience, Tata will gradually see an increase
in sales as it attracts newer and returning
consumers. Although it won't happen right away,
the improved customer experience and shorter
wait times will have a compounding effect on the
sales and growth of Tata trucks and buses as
well as the brand's reputation.
• Tata's market share would increase
in tandem with their customer base
growth, as they would acquire
customers from other truck
companies that have longer wait
times. Tata's earnings would rise in
direct proportion to an increase in its
market share and sales.
• We anticipate a return on investment
around 50% to 100% in the first year
depending on the volume of
maintenance requests.
• This profit is expected to increase as
the years continue and seeing as
most of the implementation
expenses is a once-off expense.
REFENCES
THANK
YOU