Maruti Suzuki opens 5,000th service touchpoint | Autocar Professional

Maruti Suzuki India Limited has announced the inauguration of its 5,000th service touchpoint in the country, located in Gurugram, Haryana. The expansion aligns with the company’s objective of offering a delightful and hassle-free car ownership experience to its customers.

Maruti Suzuki opened its first service workshop in 1983. By 1997, it had reached 1,000 service touchpoints, and subsequently increased its network by another 1,000 service touchpoints every 9, 8, and then 7 years. The most recent 1,000 service touchpoints were established in just about 3 years.

Commemorating the milestone, Hisashi Takeuchi, Managing Director & CEO, Maruti Suzuki India Limited shared “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 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.”

He added, “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.”

Maruti Suzuki has introduced several innovative service formats for customer convenience, including brick-and-mortar services, mobile support, and emergency on-road assistance. The company is also advancing digitalisation in vehicle services with features like multi-language voice BOT, digital job card opening, and a digital owner’s manual, aiming to provide a superior customer experience.

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