Tata Hitachi utilizes technology and further customize the machines to suit Indian customer requirements and site conditions.

How does your company handle after-sales support, spare parts, and servicing?

Tata Hitachi is committed to provide excellent aftersales support to its customers through a well-established network. With 25 Branch Offices, 52 dealers and 275+ touch points, our extensive presence ensures prompt assistance across various locations. Customers can easily raise their service requirements through our toll-free number or via our customer app, e-DOST.

To further streamline operations, we have a centralized customer contact centre that efficiently redirects service requests to the respective dealers based on the customer’s location. Our skilled service engineers promptly visit the customer site to carry out necessary servicing of the machines, ensuring minimal downtime. For added convenience, customers also have the option to bring their machines to our dealer’s well-equipped machine care facility for comprehensive and specialized care. At Tata Hitachi, we prioritize customer satisfaction and provide reliable and accessible aftersales support for all their needs.

Tata Hitachi and its dealers offer value added services like Annual Service Contracts, Full maintenance contracts, cost cap contracts, paid services, remanufactured aggregates, machine health check-ups for the complete life cycle support of the machine. For spares requirement, customers can directly approach the dealer touchpoints or customers can place the order online through Tata Hitachi parts portal.

How do you approach research and development for your excavator products?

Our parent company Hitachi Construction Machinery has a range of state-of-the-art machines. Tata Hitachi utilizes that technology and further customize the machines to suit Indian customer requirements and site conditions.

With help of Hitachi’s advanced technology, continuous customer feedback and use of latest analytical software and validation process, the machines achieve both high levels of productivity and low fuel economic performance with low service and maintenance cost – which result in extended life of critical components, even in adverse applications.

Final product design addresses all statutory, regulatory, and environmental requirements of the country. With the introduction of low emission engine and low noise level machines with best-in-class ergonomics, a new generation of high performance and environment-friendly machines are offered to customers.

How does your company maintain a competitive advantage in the excavator market? What are the key strengths that make your excavators stand out?

Tata Hitachi maintains a competitive advantage in the excavator market through a combination of key strengths that sets our excavators apart from the competition. One of our standout features is our relentless focus on fuel efficiency. Our excavators are designed and engineered to optimise fuel consumption, allowing customers to minimise operating costs and reduce the impact on the environment.

Additionally, another added competitive advantage is, our telematics suites ConSite and InSite which are available respectively in our ZAXIS GI series excavators and our EX-Super+ series excavators. These are our proprietary technologies enabling the customers to remotely monitor the machines through granular, real-time operational, maintenance, location, and machine health. Frequent reports are provided to customers to analyse the performance, efficiency and machine productivity, allowing customers to visualize the operation and health status of their machines, improve the efficiency of the machines, maintenance management and to work closer with Tata Hitachi.

We at Tata Hitachi, take pride in offering excavators with low-cost maintenance requirements and our excavators are known for commanding the highest resale value in the market. Our machines are built with quality components and engineering, ensuring fewer breakdowns and minimising downtime.

Another advantage lies in the ease of servicing our excavators. Our design philosophy emphasises accessibility to critical components, making maintenance and repairs more efficient and straightforward for operators and service technicians alike.

Finally, we prioritise easy parts availability, maintaining a well-established supply chain to ensure that customers can readily obtain genuine replacement parts whenever needed, reducing downtime and operational disruptions.

How do you incorporate customer feedback to improve your products?

Customer feedback is a crucial aspect of any successful business. It refers to the valuable information, opinions, and suggestions provided by customers regarding their experiences with a company’s products or services. In this context, the process of obtaining customer feedback is performed periodically and validated, ensuring that the company stays updated on customer perspectives and requirements. To gather the valuable feedback from our customers, Tata Hitachi organises multiple customers meets, industry exhibitions, seminars, plant visits for customer and field visits by our plant team.  

Considering feasibility, design, testing lead time, and cost, these inputs are utilised to incorporate improvements into products and services to meet customer needs and expectations effectively.

The validation process ensures the accuracy and relevance of feedback, while feasibility assessments guarantee practicality within existing resources.

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