Maruti Suzuki India Limited has achieved a significant milestone with the inauguration of its 5,000th service touchpoint, located in Gurugram, Haryana. . The new touchpoint was inaugurated by Mr. Hisashi Takeuchi, Managing Director & CEO of Maruti Suzuki.
Expanding the Service Network
Maruti Suzuki’s service network now spans 2,500 cities nationwide, reflecting the company’s dedication to accessibility and customer satisfaction. Since the establishment of its first service workshop in 1983, Maruti Suzuki has consistently expanded its reach, demonstrating impressive growth in its service infrastructure. By 1997, the company had established 1,000 service touchpoints, a number that doubled in the subsequent nine years. The network continued to grow, adding another 1,000 touchpoints every eight and then seven years, with the latest 1,000 service centers being set up in just three years.
Commitment to Customer Convenience
Mr. Hisashi Takeuchi highlighted the company’s customer-centric philosophy during the inauguration ceremony: “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 a delightful car ownership experience. One of the ways to achieve this is to reach as close as possible to our customers so that they have assurance of finding a Maruti Suzuki service touchpoint nearby, whether they are navigating city streets or venturing into remote areas.”
Mr. Takeuchi further emphasized the importance of an extensive service network in supporting sales growth: “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. Notably, in the financial year 2023-24, we added 400 service touchpoints, making it the highest-ever addition in any financial year. Many of these new service touchpoints are located in the non-urban markets. Through our vast service network, we have been able to service a record 25 million vehicles in the last financial year.”
Innovative Service Solutions
Maruti Suzuki has continually innovated to enhance customer convenience. Their service formats include traditional brick-and-mortar workshops as well as mobile support units that provide doorstep services. Additionally, a dedicated quick response team offers emergency on-road assistance nationwide. The company has embraced digitalization to further improve customer experience, introducing features such as multi-language voice BOTs, digital job card opening, and digital owner’s manuals.
This blend of physical and digital service solutions ensures that Maruti Suzuki customers receive prompt, efficient, and personalized service, reinforcing the company’s reputation for reliability and customer satisfaction.
Looking Ahead
As Maruti Suzuki continues to expand its service network, the focus remains on meeting the evolving needs of its customers. The company’s strategic placement of new service touchpoints, particularly in non-urban areas, underscores its commitment to making quality car service accessible to all. With ongoing innovations and a robust service infrastructure, Maruti Suzuki is well-positioned to maintain its leadership in the Indian automotive market.