The country's largest car manufacturer, Maruti Suzuki India's service network has crossed the 4000 touchpoints mark, both Arena and Nexa brands combined. The company's service touchpoints are now present in 1,989 towns and cities across India, making it the widest service network offered by any automotive brand in the country. In fact, the carmaker has said that despite the pandemic and the resultant lockdown, it managed to add 208 new service workshops to its network during the last 14 months.
Commenting on the new milestone, Partho Banerjee, Executive Director (Service), Maruti Suzuki India said, "We have established a relationship of high trust with customers over the past three decades. The creation of over 4000 service touchpoints is a testimony to our commitment for Customer Convenience and Customer First approach. We have also brought several innovations such as the Quick Response Team, Service on Wheels, among others, to cater to the different needs of the customers. These efforts have helped us especially in the extraordinary times of the pandemic to service the customer vehicles."
The company's service touchpoints are now present in 1,989 towns and cities across India
As part of its after-sales service, Maruti Suzuki India also offers three additional facilities to its customers - Service on Wheels, Transparency via digital communication, and Quick Response Team (QRT). Service on wheels is the company's smart mobile workshop that offers customers the option of availing Maruti Suzuki service at their doorsteps. The service vehicles are equipped with all modern tools and technologies to undertake service, repairs and other related jobs, and the company currently had over 200 units across 124 towns and cities.
Maruti Suzuki India has also gone all-digital with regards to its service communication. To that effect, all communications regarding repair estimates, time to be taken to service the vehicle etc. are informed digitally to customers. To maintain transparency, customers also get digital communication regarding any new repairs, which they might be unaware of, with the details seeking permission to go ahead with the job.
As for the company's Quick Response Team or QRT, it is the company's road-side assistance programme for Maruti Suzuki customers. To offer faster on-road assistance the company has initiated bikes into the QRT fleet, which are present in 249 cities. Currently, Maruti Suzuki has a fleet of over 780+ emergency service vehicles (bikes and four-wheelers) with expert technicians.