Mahindra SA has introduced a customer service programme called Reach Out, which aims to address queries within 24 hours.
In its 21st year in the country, the Indian brand reported a massive 40% year-on-year growth in 2025 with 18,097 new vehicle sales.
This made it the country’s tenth most popular motoring marque last year with a market share of 3%, led by favourites like the Scorpio Pik Up bakkie and XUV 3X0 sports utility vehicle.
The company recently opened a new SKD assembly plant in Durban with the capacity to assemble more than 1,000 Pik Up units a month, allowing it to add more local content and build special edition models such as the Pik Up Karoo range.
The new Reach Out scheme allows customers to contact the company via a WhatsApp message or the Mahindra Mzansi app when needing to escalate a service or repair matter, with Mahindra committing to act upon their concern within 24 hours.
The programme promises a high degree of responsiveness via a dedicated customer care control room at Mahindra’s Gauteng headquarters, ensuring a one-stop interaction with the company instead of having to deal with a string of people and departments, said Rajesh Gupta, CEO of Mahindra SA.
The control room routes escalated customer queries to the stakeholders concerned and tracks every concern from first contact to final resolution.
“Some customers were waiting three to four days to get a response,” said Gupta. “We took out all the inefficiencies and introduced a centralised system that streamlines the process.
“Mahindra has built strong trust with SA customers over 21 years. We want to reaffirm this trust by significantly improving our customer service and parts support.”
The Reach Out programme is backed by Mahindra’s recently opened parts distribution centre in Centurion, which stocks close to a million items at any time and has maintained a 98% first-fill rate since opening. - Business Day
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