Maruti Suzuki has announced the brand’s Standard Operating Procedures (SOPs)and resumption guidelines for its workshops in view of safety of its customers, staff and dealer partners from the COVID-19 / CoronaVirus. Along with the new safety guidelines, the brand is also offering and encouraging its customers to use a new call-in & doorstep service called ‘Service on wheels’ and ‘Pick and Drop’.
The SOPs will be implemented for the brand’s 3,800 service touchpoints across 1,914 cities adhering to all the advisories laid down by the Govt. and local authorities. Maruti Suzuki has trained its staff and service personnel with new safety procedures and the brand has also equipped the touchpoints with contactless paperless systems and remote monitoring facilities.
The brand has trained more than 80,000 staff on the new safety guidelines and the workshop staff is being monitored for their health by recording their health parameters through dedicated wellness app which works in conjunction with the Govt. Aarogya Setu app to track the health of all workshop personnel.
The brand has also focused on digitisation through online booking platforms such as the official website and Maruti Care app, to minimise customer-staff interaction. The customer can also demand repairs, approve job cards, get e-invoice, give service feedback using digital services and make payments through various digital payment gateways.
The new SOPs also dictate using ‘Namaste’ to greet the customers instead of handshakes and the staff has been trained to always use safety gear and sanitizing the keys of the vehicles before pick up and drop, of the vehicle. The service advisors also use safety measures such as the use of disposable seat covers, steering wheel cover and gear knob cover before sitting in the car. The vehicle key is again sanitised before handing it over to the customer while maintaining all social distance policies. The customer lounge is also disinfected from time to time and hand sanitizers at multiple locations are placed at the service centres.
The brand is also planning to prioritise deliveries of vehicle stuck due to the lockdown and the brand has extended its Warranty/Extended Warranty, Free Services etc. benefits till June 30th, 2020.
The opening of service centres depends on permission from local authorities and more than 2000 MSIL workshops across 1100 cities as per approval from competent authorities.