Maruti Suzuki is upping its game in the automobile industry. The company in 2018-19 hit a milestone by opening more than 200 workshops. This takes the number up to 3634 workshops across 1789 towns and cities in India. Apart from having the largest number of workshops in the country, the carmaker also offers various other service options to provide ease and convenience to its customers.
This includes the night service at select cities, like Gurgaon, Sahibabad, Bengaluru, Mangalore and Bhubaneswar. The service is aimed at night-shift IT professionals and fleet owners.
The company also initiated the ‘Quick Response Team’ in October 2018, rolling it out to 250 cities. Around 340 fast-response bikers across these cities armed with basic toolkits attend to customers in case of an emergency call. If the issue can’t be rectified at the spot, the vehicle will be towed to the nearest Maruti workshop for diagnosis.
According to the company the new workstations are the largest addition to service network by any automobile company in India in a year. Talking about the rationale behind the service network expansion, Partho Banerjee, executive director, service, Maruti Suzuki India said, “Our endeavour is to have a life long relationship with customers. Having established a relationship of high trust with customers over past three decades, we are committed to strengthen it further with more workshops and quality of service experience. With active shift in lifestyles, we are bringing new initiatives to align with the expectations of today’s new age customers. Recent customer care initiatives include QRT on bikes to reach a breakdown vehicle in quick time provide seamless service experience.”
The company offers transparency via digital communication: All communications regarding repair estimates, time to be taken to service the vehicle etc. are informed over SMS to customers. For any new repairs which customer is unaware, he/she gets a SMS with details and seeking permission to go-ahead with the job. This service brings transparency and speeds up the approval system besides being non-intrusive into customer’s time. ZigWheels