India’s largest carmaker Maruti Suzuki is now set to redefine its customer’s car servicing experience as it now ventures into premium servicing centres under the NEXA tag. Maruti Suzuki’s bet to take the customer’s buying experience to the next level proved to be successful with NEXA dealerships and now the company is focusing on enhancing the servicing experience. The company on Tuesday inaugurated the first ever NEXA Service centre in Gurugram, Haryana and the showroom follows the design cues from the NEXA showrooms. It continues to get “prestigious monochrome” design theme and extensive use of technology to reduce the waiting time from the time the customer gets in and till the time the car is taken to be serviced. This initiative is under Maruti Suzuki’s 2.0 vision under which the company is looking to address the premium car buyer by pampering them with premium servicing. Maruti Suzuki will open up about 70 NEXA service centres by the end of the 2017-18 financial year and also aims to inaugurate over 300 such service centres by 2020 with the top focus on thirty tier 1 cities. What’s more? These NEXA dealerships can service any Maruti Suzuki cars and is not restricted to the product fleet sold at its NEXA showrooms.
So be it a customer of Maruti Suzuki Swift, Maruti Suzuki Alto, Maruti Suzuki Dzire or any other car Maruti Suzuki can avail this premium experience. This premium servicing will cost about 15-20% more than regular servicing but the customer can be assured of quick servicing time, lounge access at the service centre, live updates about servicing which also includes live feed if you have opted for an express service. The company is also providing pick up and drop services to and from its service centres to landmark locations nearby.
These workshops are owned by the dealers and are about 1200-1500 sq ft in size and consist of a minimum of five servicing bays. Maruti Suzuki claims that these service centres are 100% green and many environmental practices such as waterless car wash, exhaust extraction system; proper oil management (with zero spills and wastage) are followed in here. The customer lounge also allows an open view to the servicing bays to increase transparency.
Keeping the aspiration on the young and third generation Maruti Suzuki buyer this dynamic move by the company will surely take its reputation a step closer to the premium car buyer. With the NEXA service centre, Maruti Suzuki hopes to sell an experience which might transform into increasing its loyal customer base. Managing Director and CEO, Maruti Suzuki, Mr Kenichi Ayukawa commented: “About three years ago, we resolved to transform ourselves to redefine the customer experience and attract new categories of customers. NEXA was a first, important step in Maruti Suzuki’s transformation journey. It has been appreciated by customers. Listening to customers, we have now created NEXA Service to take forward that promise. Plush workshops with premium lounges and use of digital technology to enhance customer service and transparency will be the defining elements of NEXA Service. I am sure customers will like NEXA Service as well.”
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Maruti Suzuki NEXA dealership where introduced about two years ago and now currently has over 260 showrooms in about 150 cities with over 3 lakh customers. It currently sells Maruti Suzuki S-cross, Maruti Suzuki Ignis, Maruti Suzuki Baleno and Maruti Suzuki Ciaz on these premium dealerships.
