18 Feb 2018
3 min read
Established in 1978, TVS Motor Company has established itself as the third largest two-wheeler brand in India and has a presence in more than 65 countries. In Nepal, TVS is one of the leading automobile brands, thanks to its impressive lineup of two-wheelers. Jagadamba Motors Pvt Ltd (JMPL) is the sole authorised distributor for TVS two-wheelers in Nepal.
“Our vision is to be number one. And we intend to achieve this vision by providing value-for-money products that align with customers’ needs and expectations,” says Vikram Paudel, the Marketing Head at Jagadamba Motors. In this Biz Wiz interview, VMAG’s Bishma Tuladar talks with Paudel, where he shares how TVS has managed to become the corporate giant that it is in the Nepali two-wheeler sector and how the company
plans to build from its current position. Excerpts:
TVS’s core mantra
At JMPL, we know that customer satisfaction is the key to success. Not only is our product lineup expansive, but it is has been designed to cater to the varying demands of numerous market segments. For instance, apart from the standard two-wheelers such as scooters and motorbikes, we have also released a multipurpose moped named XL 100. This product targets customers in the rural areas who are looking for an affordable but reliable two-wheeler.
But offering quality products alone won’t cut it. After-sales service is also a key component. And we have taken several measures to ensure that our customers get unparalleled after-sales services. Aside from our 80 dealers, we have 100 service touch points that provide vehicle maintenance and repair services and spare parts to our customers. Regardless of where they purchase a TVS vehicle, our customers will receive stellar services at all the 100 service touch points.
We believe it is important to maintain a strong relationship with our existing customers, to guarantee sustainability for the company in the long run. Thus, we recently came up with a corporate campaign called ‘Sath Cha Hamro’. The campaign’s goal was to solidify customer loyalty by showing the company’s commitment to their needs. We also organised an event called ‘Ride for Pride’, an adventure trip for Apache RTR 200 4V customers to various parts of the country. The event was our way of showing our gratitude to them.
TVS’s product portfolio
Among TVS’s wide range of products, the Apache series—with its 310cc, 200cc, 180cc and 160cc variations—is the top-selling one. This series of motorbikes is targeted more towards the younger generation of riders. These bikes are well known for their durability, thanks to their precisely designed muscular engine cowl, making them perfect for long rides. With each iteration, the Apache model adds more features like the double cradle chassis and fuel-tank extensions. Other popular TVS motorbikes include the Victor, Phoenix, Sport and Star City.
As for scooters, TVS has five stylish and efficient models to offer: the Scooty Pep, Zest, Wego, Jupiter and NTorq. Among them, the TVS Jupiter and the TVS Wego are the more popular models in the local market. Wego was designed as our flagship scooter and comes with a whole-metal body, alloy wheels, a USB charging port and a full digital metre.
Similarly, the Jupiter has a semi-metal body, which makes the vehicle lightweight and malleable enough to be repaired easily. The vehicle also comes with sufficient boot space to hold substantial cargo. The recent iteration of Jupiter, called the Jupiter Classic, has undergone numerous aesthetic changes. The scooter now comes with chrome mirrors, a stylish visor and a dual-tone seat. The scooter exudes a retro vibe.
Succeeding in a cut-throat market
Ironically, the element that distinguishes TVS from other brands has also served as a challenge for us. We pride ourselves on providing an extremely wide range of products. However, the difficulty lies in meeting customer expectations, which is always changing with time. Today’s informed buyers care more about functionality than aesthetics.
The automobile industry has faced similar challenges to that of the cellphone industry; it has been difficult for companies to cope with the changing demands of the customers, while being surrounded by strong competitors. Hence, one solution TVS has adopted to face this challenge is by training all our employees—from the customer-service personnel to the technical personnel. Our customer-service personnel are provided training on answering customer queries, be they technical or non-technical. The technical personnel also go through rigorous training so that they can solve all kinds of mechanical issues.
At TVS, we believe that quality is absolutely imperative. Our products are not just aesthetically attractive, but the materials used are also durable and ensure safety. Our parent company invests heavily in R&D to always better our products. Our vehicles are produced at the same plant that also manufactures for BMW in India.
We have so much confidence in the quality of our products that we offer five-year warranties, as opposed to most automobile companies, who only provide two to three years of warranty. Our quality also extends to customer service; we constantly monitor the quality of customer service we provide.
Looking to the future
TVS plans to release several products with newer designs in the near future. In the Nepali market, we aim to introduce two two-wheeler models: the Stryker and Ntroq. We also plan to continually improve the quality of the services we provide.