Mitsubishi Motors Corporation announces that from 1 December owners of Mitsubishi passenger cars in Japan will be able to access a new "24-hour
Online Car Inspection and Servicing Booking" support service on the company's INTERNET SHOWROOM web site ( http://showroom.mitsubishi-motors.co.jp
), enabling them to book vehicles in for safety inspections and servicing at Mitsubishi car dealers in Japan.
MMC is currently making concerted efforts to restore customer and public confidence in the company. Developed giving maximum consideration to
customer wishes and requirements, the new service is being offered in order to strengthen the bond between customer and his car dealer and to
increase customer satisfaction.
"24-hour online car inspection and servicing booking" : outline introduction
- Start up:
Friday, 1 December 2000
- Process:
The new service enables owners of Mitsubishi cars to book their vehicle
in for legally required safety inspections and other servicing, using
the Internet. Customer details are forwarded from the Reception Center
to the Mitsubishi dealer, who then contacts the customer by email to
confirm the date and other details. The attached flow-chart is a schematic
representation of the booking service.
N.B. Customer requests for inspections or servicing received via the Internet are initially given provisional
confirmation status. Final confirmation of dates and other details is provided by the dealer when he contacts the customer by email (see step 4
below).
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- Goal:
To strengthen the customer-dealer bond by encouraging customers to have their cars inspected and serviced at their local Mitsubishi dealer, and
to promote a new "Mitsubishi clan", by utilizing the convenience offered by Internet and email communications that are rapidly becoming so much a
normal part of everyday life.
- Target users:
- Mitsubishi car owners who do not have regular contact with a Mitsubishi dealer because they have moved house, or because they have bought
a second-hand car.
- Mitsubishi car owners who are unable to contact their dealer during normal business hours.
- Benefits for users:
- With an Internet connection, the owner is able to book in his car for inspections or servicing anytime of day or night, 365 days a
year.
- For owners who do not have a regular dealer, the service provides on-screen instructions putting them in touch with the nearest
Mitsubishi dealer.
- Using the Internet enables the owner to book his car in at his own convenience, eliminating the hassle of having to visit or telephone
his dealer.
- Future developments:
- To further encourage owners to take their car to their local Mitsubishi dealer, details of the parts and items required for specific
inspections and servicing together with prices will be made available on the "24-hour Online Car Inspection and Service Booking" service
during 2001.
Growth of MMC web-based services
- October 1995:
MMC launches own web site, offering the latest corporate news.
- May 1999:
Making use of the Internet as a fully-fledged sales tool for the first time, the INTERNET SHOWROOM facility is added to the MMC web site to
attract potential car buyers and grow the customer base.
- May 2000:
A SERVICE COUNTER page added to INTERNET SHOWROOM facility to promote customer awareness regarding vehicle maintenance and to enhance customer
satisfaction. This new facility includes "Encyclopedia of vehicle maintenance", "Checking the health of your car" and other similar content that
provides information relating to vehicle inspections and maintenance.
- December 2000:
"24-hour Online Car Inspection and Servicing Booking" service launched.
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