Following a successful festive season, Jaguar Land Rover South Africa’s Heroic Roadside Assist rapid response vehicles are on standby in Gauteng, Durban and Cape Town these holidays to ensure that motorists who require assistance of any sorts – from a flat tyre to medical help – Jaguar Land Rover’s response teams are there to help ensure that customers and motorists feel comfortable and at ease on their travels.
The campaign was developed four years ago by Jaguar Land Rover South Africa to ensure that customers are able to travel to their holiday destinations with peace of mind. In the eventuality of a customer’s vehicle experiencing any difficulty along the way, the response crews are able to assist the customer with as little inconvenience and discomfort as possible.
The 2017/18 festive season campaign added to the success of previous years. Only a small number of calls required the use of loan vehicles with the majority of requests seeing response crews assisting customers who had who had run out of fuel, flat batteries or tyre punctures.
Response helicopters operated from three strategic locations: Milly’s Star Stop, along the N4 highway in Mpumalanga; the town of Three Sisters, along the N1 highway in the Northern Cape; and the town of Harrismith, along the N3 highway in the Free State.
Richard Gouverneur, Managing Director of Jaguar Land Rover South Africa and sub-Sahara Africa said:
“We definitely believe in going above and beyond for our customers – it’s part of our customer service philosophy. This programme was designed to turn a negative experience, no matter how small into a positive one, reducing or eliminating wherever possible any inconvenience for our customers.”
While response vehicles and helicopters covered a total of 241 986km over the duration of the campaign, the Jaguar Land Rover customer service team also went the extra mile by assisting 68 motorists driving vehicles of other brands.
One of the more challenging yet interesting assistance provided to a customer included relocating horses being transported to Johannesburg from Ventersburg. Within an hour and a half, the Heroic Roadside Assist team arrived to help the customer and his horses. Said the customer: “The response team arrived with small cooler bags packed with iced waters and snacks for me and the horses hand. They then proceeded to transfer everything over into a brand-new Land Rover Discovery Sport. I could definitely get used to a vehicle like this. Very impressed. I want to thank you all again even though the pair of responders were adamant that they did not need the praise. You were our saviours. Well done Land Rover Roadside Assist. What a fantastic initiative. Thank you.
One customer tweeted her sheer delight after the Heroic Roadside Assist responders helped her: “This must be by far the best customer experience I have ever had from a company,” she stated.
Another customer wrote: “On behalf of my whole family, we would like to thank you and your fantastic team for the excellent service. The gentleman who met us in was so polite and mindful that we had a baby who needed taking care of. The helicopter pilot, the person who drove us home from the airport, and everyone else involved, went above and beyond. We are so incredibly grateful to all of you.”
From affordable parts and maintenance, as recognised in the 2017 Kinsey Report, to enhanced roadside presence for motorists during holiday travel seasons, Jaguar Land Rover is committed to ensuring that its customers have the best possible experience with the brand.
