Hero Moto Corp. enhancing customer experience with new relevant technology
By MYBRANDBOOK
Vijay Sethi
CIO, Chief Human Resource Officer & Head Corporate Social Responsibility
Hero MotoCorp.
Key Priorities of 2020
2020-21 has brought about a new set of challenges for all of us and a corresponding set of opportunities. We have already implemented a lot of technologies this year which are helping us sail through the current times smoothly. Enabling people to virtually connect and collaborate has been the major focus over the past few months. We are now looking at scaling up the capabilities of all our stakeholders so that technology can support during such times. Also, security and ensuring continuity has been our constant endeavour for which we have also strengthened our security ecosystem this year.
Combining Breakthrough & Fusion approach
Both the approaches have their own significance in the overall scheme of things. Fusion is required to keep the business running while breakthroughs are required to gain the competitive advantage and the edge that technology provides. Both the approaches are important, although the focus on one could be more than the focus on the other considering the business scenario and environmental dynamics. When we look at a strategy for a company, we focus on the three areas - Run, Grow and Transform. Run and Grow is where the fusion approach works and Transform is where we definitely need breakthroughs.
Achieving Digitalization
The digital transformation of industries will be an integral component for the digital economy. We at Hero have been doing a lot of work towards using new relevant technologies and making sure that our use of technology is also helping improve the experience for all our stakeholders be it customers, channel partners or suppliers.
For instance, from a customer experience enhancement perspective, we have started selling our two wheelers, parts and accessories online. The whole process of buying a two wheeler starting from evaluating a product to purchasing it, getting it registered and taking delivery can now be done by the customer sitting at the comfort of his/her home. For the supplier community, we did a collaborative project which connects suppliers and OEMs and ensures that data exchange between them happens in a consistent digital format.
“We started focussing on digital transformation and customer experience much before 2019. We have streamlined the experience that our customers get both offline and online and a lot of effort has gone into making this experience consistent. That said, nothing is ever enough since technology and customer expectations are always changing and with that, we will also keep on working towards enhancing experience. Customer experience cannot be a trend for one year, enhancing it has to be a sustained, focussed and consistent effort.”
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