Maruti Suzuki India Limited has opened its 5,000th service touchpoint located in Gurugram Haryana. MSIL inaugurated its first service workshop in 1983. Over the years, the company has significantly expanded its network, reaching 1,000 service touchpoints by 1997. The growth trajectory accelerated with the network expanding by another 1,000 touchpoints every few years. It took 9 years to reach 2,000, 8 years to reach 3,000, 7 years to hit 4,000 touchpoints, and the most 1,000 service touchpoints were added in just 3 years.
The company also reports that since 60% of MSIL hatchback sales are now premium hatchbacks trickling towards tier 3 and 4 cities, the service network expansion is in line with the market demands. The new Swift will further hold its popularity through these cities garnering more sales from smaller cities, thus needing more service touchpoints. Hisashi Takeuchi Managing Director & CEO, Maruti Suzuki India Limited, stated 'We have always believed in a ‘Customer First’ approach, and it has been our endeavour to provide our valued customers with convenient 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.”
Living up to the modern digital audience, the company has also implemented solutions such as multi-language voice BOTs, digitalised job card opening, and digital owner’s manuals to enhance the customer experience.
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