Rahul Shandilya is CIO–Digital Delivery Center & Information Insight Center at Mahindra & Mahindra, and CEO of Mahindra eMarkets. An engineering graduate from IIT Roorkee, Shandilya has led multiple tech leadership roles in the automotive, aerospace and heavy engineering space.
Mahindra & Mahindra enhanced retail auto customer experience through online engagement, digital content and eCommerce platform for improved sales and fulfilment. The company also leverages AR/VR-based environment for enhanced visual experience while connecting to eCommerce platforms.
The objective of the project was to “enhance retail customer experience and generate sales” through integrated play of online engagement, digital content and eCommerce platform. It also serves as an opportunity for authorized eStore platform for Mahindra Auto products.
The eCommerce journey was conceived on three systems –
M2ALL.com – official eStore of Mahindra group
SyouV.com – online presales experience for personal vehicles for Auto business
WithYouHamesha.com – Post sales experience and engagement for Auto business
The ecommerce platform is supported through a conversational chatbot mobile app which in sync with infotainment deck of the vehicle serves as a voice assistant to answer test-drive questions posed by the customer. The audio bot is tutored with over 2000+ questions on a product. The hybrid model of offline and online handholding provides for AR/VR-based 3D content display to the customer – packaged as “Bring dealership home” and linked to lead creation through the same.
The post sales experience is managed through an industry-acknowledged and rewarded customer relationship app WYH. The customer can book service slots and pay online while viewing the estimated bills as pre-approval. Its integration with M2ALL also provides for availability of accessories and spares online as are needed.