New Delhi, 28 May 2024: Maruti Suzuki India Limited has reached a significant milestone with the inauguration of its 5,000th service touchpoint, located in Gurugram, Haryana. The ceremony was led by Hisashi Takeuchi, Managing Director & CEO of Maruti Suzuki. This expansion underscores the company’s commitment to enhancing the car ownership experience by ensuring accessibility and convenience for its customers across India.
Maruti Suzuki’s extensive service network now spans over 2,500 cities nationwide. The journey began in 1983 with the opening of its first service workshop. By 1997, the company had established 1,000 service touchpoints. Over the years, the network expanded rapidly: adding another 1,000 in nine years, followed by further growth in subsequent eight and seven-year periods. Remarkably, the most recent 1,000 touchpoints were set up in just three years.
Reflecting on this achievement, Takeuchi emphasized the company’s dedication to customer satisfaction: “At Maruti Suzuki, we have always believed in a ‘Customer First’ approach. Our goal is to provide our valued customers with a convenient and delightful car ownership experience. Ensuring that our service touchpoints are easily accessible, whether in urban or remote areas, is a critical part of this mission.”
Looking ahead, Maruti Suzuki plans to continue expanding its service network to support increasing sales. In the financial year 2023-24 alone, the company added 400 new service touchpoints, marking the highest annual addition to date, with many new locations in non-urban markets. This extensive network enabled Maruti Suzuki to service a record 25 million vehicles last year.
Innovative service solutions have been a hallmark of Maruti Suzuki’s approach, including mobile support that brings services directly to customers’ doorsteps and a quick response team for emergency on-road assistance. The company is also advancing digitalization in vehicle service, offering multi-language voice BOTs, digital job card openings, and digital owner’s manuals to enhance the overall customer experience.
Maruti Suzuki’s ongoing expansion and innovation efforts are set to further solidify its position as a leader in customer service and satisfaction in the automotive industry.
