Ben Parker’s quote “With great power comes great responsibility” immediately gained prominence because of its many facets. You can tweak it a little and say: “Being the most trusted brand carries with it great responsibility”.
Being the only automotive battery that Filipinos have in mind for its proven “Pangmatagalan” quality, Motolite is aware of its responsibility to be always responsive to the needs of motorists and regards it as a matter of the utmost importance.
This is why Motolite’s services have evolved with the times, harnessing technological advancements to give motorists that priceless peace of mind off and on the road.
Dawn of call centers
It was in 1992 when the first contact center was established in the Philippines under the Accenture group. However, it was only in 1995 when this industry gained traction with the establishment of the Philippine Economic Zone Authority to administer the grant of incentives and other business-facilitation privileges to export-oriented manufacturers and services providers.
It was also in 1995 when a call center was set up for Oriental batteries in Makati City. With the merger of Oriental with Motolite in 1997, the call center started to service the customers of both brands. Initially, the Makati facility was manned by three personnel, who answered calls and received orders from 6 a.m. to 8 p.m.
The call center operation steadily grew as more Filipinos became accustomed to making calls to inquire and place orders with the rise of mobile technology.
Then in 2008, the market leader transformed the call center into the much-improved Motolite ExpressHatid to reflect the company’s care and concern for motorists with the assurance of a 24/7 service in Metro Manila and key cities nationwide.
Manned by highly trained customer-service professionals, Motolite ExpressHatid is only a call away from your free battery delivery and installation, battery diagnostics, battery jumpstart and recharging, and basic electrical checkup.
Motorists can pay in cash or credit/debit cards, with an option to avail of the three-month installment plan at 0% interest for BDO cardholders.
Motolite ExpressHatid can also facilitate warranty claims.
From receiving an average of 10,615 calls per month in 2009, Motolite ExpressHatid customer-care personnel are now handling monthly average calls of around 16,000 based on the 2019 and 2020 figures.
Motolite Res-Q in the era of apps
With people carrying their smartphones wherever they are, companies have turned to the use of apps to make transactions with them more convenient. It is estimated that in this era of apps, there are now about 1.85 million different apps available for download via the iOS App Store and 2.56 million through Google Play Store.
But none of these apps compare to the Motolite Res-Q, reputed as the first app to offer multiple services to motorists off and on the road, including assistance for a dead battery, flat tire, overheating, and empty fuel.
Use of the Motolite Res-Q is easy. Just download the app, register your vehicle and input the details being prompted by the app so when you are in an emergency, Motolite will automatically know what you need and where you are because of its GPS feature and it can service you promptly.
Another great feature of the Motolite Res-Q is the “order scheduling”. You can set an appointment for the Res-Q services at your most convenient time.
Launched in 2018, the Motolite Res-Q now has around 135,000 downloads. Initially available in Metro Manila, the coverage of Motolite Res-Q would have been expanded already had plans not been delayed by the pandemic.
Motolite Res-Q users are assured that the technicians that will be dispatched to them are skilled in the areas of battery servicing, flat tires, overheating, and refueling.
The technicians’ services are free of charge if your vehicle has a Motolite battery installed. Non-Motolite battery users will be charged a minimal fee.