Maruti Suzuki recently achieved a major milestone in its after-sales segment with the opening of its 5,000th touchpoint in Gurugram, Haryana. The touchpoint was inaugurated by Hisashi Takeuchi, Managing Director & CEO of the company. This expansion underlines the company’s vision of providing a hassle free and pleasant customer experience of car ownership. The company currently has a service network spread across 2,500 cities in the country.
A brief history of Maruti Suzuki’s service segment can be traced as far back as the year 1983 when the company began the service workshops. In a period of 14 years, it reach 1,000 touch points in 1997. Further expansion added 1,000 additional touchpoint in the next 9 years; another 1,000 happened in next 8 years and then in next 7 years. Most importantly, the last one thousand service touch points have been set in almost three years denoting that the company is on a growth path into the service sector.
In the financial year 2023-24, Maruti added 400 service touchpoints, making it the highest-ever addition in any financial year. “Through our vast service network, we have been able to service a record 25 million vehicles in the last financial year. Going forward, as we aim to increase our sales, a strong network of sales and service will be essential. In line with this, we will continue to add more service touchpoints in the coming years,” said Takeuchi.
Throughout its evolution, Maruti Suzuki has introduced several innovative service formats aimed at enhancing customer convenience. These initiatives include traditional brick-and-mortar service centers as well as mobile support services, which bring the service experience directly to customers’ doorsteps. Additionally, the company has established a dedicated quick response team to provide emergency on-road assistance nationwide.
Embracing digitalisation, Maruti Suzuki offers solutions such as multi-language voice BOT, digitalised job card opening, and digital owner’s manuals, among others, to elevate the vehicle service experience and ensure superior customer satisfaction. “At Maruti Suzuki, we have always believed in a ‘Customer First’ approach, and it has been our endeavor to provide our valued customers with convenience and delightful car ownership experience,” Takeuchi added.