News - Subaru
Subaru’s “do” mantle adds free service initiatives
COVID-19 sparks contactless customer experiences for Subaru and other brands
7 May 2020
By NEIL DOWLING
AUSTRALIAN Subaru dealers have started a free pickup and delivery initiative for vehicle servicing while its sales team will home-deliver new cars in response to the coronavirus pandemic social distancing rules.
The two new customer-focused initiatives under its “do” marketing platform ensure transactions are contactless and both use the highest level of hygiene and sanitisation standards.
The new initiatives have been added to the brand’s existing programs including shopping centre sales and service sites, mobile test drives, mobile service vans, and build and buy online.
Subaru’s move follows similar programs in place by brands including Hyundai, SsangYong and Isuzu Ute.
Subaru Australia managing director Colin Christie said: “The Subaru ‘do’ philosophy places the customer at the heart of our business and aims to remove obstacles in the path to purchase and the ownership journey.”
“While the vast majority of our dealerships remain open nationwide we recognise some customers are seeking alternate ways to interact with our brand, given the current climate.
“For those customers that still want to transact with us and have the peace-of-mind of being able to complete the process entirely contactless, they have the option to, and that variety and availability of choice for our customers is what Subaru ‘do’ is all about.”
Subaru’s home delivery is for customers who bought their new vehicle online or at the dealership.
The brand first launched its online sales platform back in 2012 before all models were added in early 2017.
Customers wanting to take delivery at the dealer will have a contactless process with the same hygiene and sanitisation standards as online deliveries. Home delivery and complimentary vehicle collection and drop-off for service details are available from Subaru dealerships.
Subaru has also broadened its offerings to customers to maximise safety and adhere to distancing rules during the pandemic.
Its dealerships are using tools including virtual showroom appointments; mobile test drives; software and firmware updates for applicable Harman head units remotely over WiFi; and contactless solutions in sales, parts and service.
Hyundai Motor Company Australia (HMCA) and its dealer network have introduced a Service Support Program for health-care workers that includes a maintenance service on their vehicles at a 50 per cent discount.
HMCA said it is designed to offer “something back to the many workers across the country that are at the front line of the battle against the coronavirus.”
HMCA marketing, PR, sponsorship and events senior manager Guido Schenken said the program was for all owners in health care (doctors, nurses, receptionists, mental health personnel and so on).
“It is for any scheduled service conducted on a Hyundai vehicle at an authorised Hyundai dealer,” he said.
“Costs are split between HMCA and the dealership (50 per cent) and the customer (50 per cent) and includes all parts, labour and fluids as listed in the schedule.
“Dealer service personnel will simply verify the sector the owner is working in. This can be via a name badge, business card or an email.”
HMCA’s program will run from April 20 to May 31, 2020.
Toyota Motor Company Australia said it has measures to prioritise the health and safety of customers and employees and is providing online sales and service bookings through its website or the myToyota app.
A Toyota spokesperson told GoAutoNews that the app also has offers for customers that have been tailored to staying in, such as discounts on meal deliveries and entertainment products.
“We are also providing support in a number of other ways, such as hardship assistance through Toyota Finance,” the spokesperson said.
SsangYong Australia has started a weekly communications bulletin to update brand promotions and programs to help customers during the COVID-19 pandemic.
It is supported by SsangYong’s “Stay Home” digital campaign offering test drives at home and service pick up and drop off for customers as well as its three-year free servicing for front-line workers.
The majority of Isuzu Ute Australia dealers are delivering vehicles for test drives at prospective customers’ homes and have remote sales support.
IUA PR and sponsorship manager Mark Harman said the pick up and delivery of vehicles for servicing is widely available and all vehicles are sanitised thoroughly, with staff practicing recommended social distancing measures and offering cashless payment options.
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