Maruti Suzuki India already has a vast network of service centres and the company has added over 200 new workshops nationwide, in the year 2018-19. Maruti Suzuki’s service network now consists of 3,634 workshops across 1,789 towns and cities. Maruti Suzuki India has already built a trustworthy relationship with its customers for over 30 years and is committed to strengthen this further by expanding its workforce, service quality and the number of workshops.
The service network has been equipped with facilities like a QRT (Quick Response Team) for quick roadside assistance, where the technicians will use motorcycles to reach out to the customer. Maruti Suzuki has 340 QRT bikes in 250 cities and has served over 16,000 customers since its launch in October 2018. At select workshop locations, Maruti Suzuki offers ‘Night Service’ facility to its customers. This service has shown a high customer response and it is currently operating in Gurgaon, Sahibabad, Bengaluru, Mangalore and Bhubaneshwar.
Maruti Suzuki maintains transparency via digital communication, and the customer is informed by the workshop via SMS (Short Messaging Service) about the the repair estimates, time to be taken to service the vehicles, etc. And in case of a new repair, of which the customer is unaware, an SMS is sent asking permission to approve the job that is undertaken by the service team. This keeps the customer aware and also brings transparency as this speeds up the approval system also saving the customers time.
In related news, Maruti Suzuki inaugurated their 400th Arena showroom, which is the brand’s retail outlet for their customers. The Maruti Suzuki Arena network is present in 278 locations across India. According to a study, 80% of car buyers research about the product online before going to a store to finalise the product. Buyers who wish to buy a Maruti Suzuki car can go online and register along with their details and upon visiting the Arena store they can just enter their mobile number on the navigation portal to go through the entire product portfolio which is available through a large interactive touchscreen.
The cars can be customised using the configurator according to one’s personal taste by combining and pairing different accessories. The buyer can be assisted according to the information that he/she provides through the online process. This makes it easier for the relationship managers in assisting the customers as they can access the information and further help the buyer by addressing the queries effectively.