Maruti Suzuki has announced that it added more than 200 service workshops in 2018-19 to its network in India. The company claimed that it inaugurated a new service workshop every 2nd day. It is by far the biggest expansion in service network by any automaker in the country in a year. Presently, Maruti Suzuki has 3,634 workshops strong across 1,789 towns and cities. The company has also introduced a plethora of innovative facilities such as Quick Response Team (QRT), Night Service and Transparency via digital communication.
Talking about the rationale behind the service network expansion, Mr. Partho Banerjee, Executive Director, Service, Maruti Suzuki India said that the company aims 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. Speaking of the night service facility, it is currently available in Gurgaon, Sahibabad, Bengaluru, Mangalore and Bhubaneswar.
Maruti Suzuki, in order to offer faster on-road assistance for customers’ cars, introduced Quick Response Team (QRT). This is a first-of-its-kind integrated service initiative where Quick Response Team (QRT) on bikes assisted several customers in 250 cities. Currently, Maruti Suzuki has a fleet of over 340 QRTs bike riders who have served over 16,000 customer calls since its launch in October 2018. Last but not the least, the transparency via digital communication is a really big initiative as it sends every communication related to repair estimates, time to be taken to service the vehicle etc. 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.