Maruti on Wednesday introduced its latest innovation in the car service space with the introduction of Nexa branded service centres. The Nexa brand under which Maruti-Suzuki retails their premium products such as the S-Cross, Baleno and Ciaz has been hugely successful for the carmaker thanks to its customer-service orientation and innovative design.
The country’s largest carmaker which continues to maintain a 50 per cent share of the market believes that this innovation will help them retain customers. Kenichi Ayukawa, managing Director, Maruti-Suzuki said, “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.”
The Nexa service experience will be a highly digitised one according to the company. Bookings can be made online or via a new application that was also launched on Wednesday. Customers will be able to wait in a premium lounge with a similar design layout to Nexa showrooms while their vehicles are being serviced.
The carmaker has also introduced increased automation in the service bays, which improves turnaround time and enhances productivity significantly. Customers will also be able to access ‘Digital Health Card’ for their vehicles. While the service will cost slightly more than standard showrooms, Maruti officials expect that high levels of service, comfort and digitisation will persuade customers to pay the slight premium.
The company plans to have 70-80 Nexa Service outlets open by the end of the current fiscal and over 300 outlets open by 2020. This rapid pace of growth reflects the confidence the company has in the market as well as mirroring the rapid growth of Nexa sales outlets.