MUMBAI: Fiat India has recently tied up with NIS Sparta, to give an impetus to the company’s efforts in enhancing customer service levels.

NIS Sparta, a consulting and training organizations in the arena of customer relationship management (CRM) will be working closely with Fiat over the next six months (ending March 2004) to identify and implement measures that will improve Fiat’s service delivery processes. This move is in keeping with Fiat’s new service drive that was kicked off at the beginning of the year, during the launch of the Palio diesel.

 
Fiat has launched four major service initiatives this year. The first was the introduction of Free Service Camps for Fiat customers across India. The second was the installation of eSIRA, and online dealer communication system to improve availability of spare parts. The third was the reduction in prices of fast moving spare parts and the fourth was the introduction of a new service policy to coincide with the launch of the Palio NV. In this context, the tie-up with NIS Sparta is the fifth step forward for Fiat in its ongoing efforts to improve customer service.

The “L2P” (learning to practice) program will be rolled out in a phased manner starting with a validation study and profiling exercise to identify the need-gaps in the competency levels of various personnel. This will be followed by the development of a series of customized training and development modules that specifically fulfil the requirements of Fiat India vis-?-vis behavioral and process standards of all service personnel.