Maruti Suzuki opens 5,000th service touchpoint in India

Key Highlights

• Maruti Suzuki’s 5,000 customer service touchpoints span across 2,500 cities in India.
• Earlier this month, the automaker inaugurated its 3,000th Arena dealership in India.
• In the coming months, Maruti will launch the new Dzire in India.

Maruti Suzuki announced the opening of its 5,000th customer service touchpoint in India today. Located in Gurugram, Haryana, the touchpoint was inaugurated by Mr Hisashi Takeuchi, Managing Director & CEO, Maruti Suzuki. Maruti’s service network spans across 2,500 cities in India. Earlier this month, the automaker inaugurated the 3,000th Arena outlet in the country.

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Maruti Suzuki expands its customer service network

The first Maruti Suzuki workshop in India was opened in 1983. By 1997, the automaker had opened 1,000 customer service touchpoints in the country, taking just 14 years to accomplish the feat. It took just 9 years to set up the next 1,000 service centres, followed by 8 years and 7 years. The last 1,000 touchpoints were opened in just 3 years.

Along with the customer service network, Maruti Suzuki has rapidly expanded its dealerships in India as well. The automaker has two retail chains in India – Arena and Nexa. The former deals with entry-level vehicles while the latter exclusively sells the automaker’s more premium offerings. On May 17, Maruti opened its 3,000th Arena outlet in India. The outlet was inaugurated in Ludhiana, Punjab.

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

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Conclusion

Maruti Suzuki’s customer service goes beyond its brick-and-mortar touchpoints as customers can bring the service to their doorsteps. The automaker also provides on-road assistance across the country. The company is also making significant progress towards digitizing the customer support experience.