Maruti Suzuki India Limited has achieved a significant milestone by inaugurating its 5,000th service touchpoint in India. The new service center, located in Gurugram, Haryana, underscores Maruti Suzuki’s commitment to providing a seamless car ownership experience for its customers.
Key Highlights:
Expansion of Service Network:
- The 5,000th service touchpoint was inaugurated by Mr. Hisashi Takeuchi, Managing Director & CEO of Maruti Suzuki.
- This expansion aligns with the company’s objective of continuously offering a delightful and hassle-free car ownership experience to its customers.
- Maruti Suzuki’s service network now spans across 2,500 cities in India.
Historical Journey:
- Maruti Suzuki inaugurated its first service workshop in 1983.
- Within 14 years, it reached the milestone of 1,000 service touchpoints.
- Subsequently, the company expanded its network by another 1,000 service touchpoints in 9 years, followed by 8 years and 7 years.
- Remarkably, the last 1,000 service touchpoints were set up in just about 3 years.
Customer-Centric Approach:
- Mr. Hisashi Takeuchi emphasized a “Customer First” approach.
- The goal is to reach as close as possible to customers, ensuring they have easy access to Maruti Suzuki service touchpoints, whether in urban areas or remote regions.
- The company added 400 service touchpoints in the financial year 2023-24, the highest-ever addition in any financial year.
- Many of these new service centers are strategically located in non-urban markets.
- In the last financial year, Maruti Suzuki serviced a record 25 million vehicles through its vast service network.
Innovative Service Formats:
- Maruti Suzuki has introduced several innovative service formats for customer convenience.
- Brick-and-Mortar Format: Traditional service centers.
- Mobile Support: Bringing services to customers’ doorsteps.
- Quick Response Team: Providing emergency on-road assistance nationwide.
- Digitalization: Solutions like multi-language voice BOT, digitalized job card opening, and digital owner’s manual enhance the customer experience.
In summary, Maruti Suzuki’s focus on customer satisfaction, rapid network expansion, and innovative service offerings have culminated in the opening of its 5,000th service touchpoint. As the company continues to grow, a robust network of sales and service centers will remain essential to meet customer needs.