A couple of years back, Maruti Suzuki initiated building a brand new Sales Infrastructure aimed towards delivering a premium experience to its customers buying the new line up of modern cars offered by the manufacturer. And thus Nexa was born. Maruti today has 260 Nexa Showrooms sitting across some 150 cities and the cars retailed from the Nexa network include – S-Cross, Baleno, Ciaz, Ignis & Brezza.
After having uplifted the car buying experience several notches above, Maruti turned its focus towards the Service side now with the launch of ‘Nexa Service’. After Sales Service has always been strong Maruti forte for years and it is credited with seeding some of the best industry processes when it comes to vehicle service standards & customer care. Nexa Service is an effort towards bringing about a transformation in the overall automotive retail experience for a buyer by effective use of available technology.
Use of digital technology will ensure a seamless and personalized – welcome to each customer, with a dedicated service manager from start to finish. A premium lounge equipped with digital display will enable the customer to monitor the progress of his car, while large glass walls will allow him to view it live as it is serviced on the shop floor, all this in a relaxed and comfortable setting. Technology will be leveraged to enhance transparency, providing the customer information on nature of jobs being undertaken and costs in a convenient and paperless form.
Maruti Suzuki is known in the industry for providing reliable network of workshops within reach of the common man. Nexa Service is a step towards creating a modern and highly sophisticated customer centric experience with a view of delivering customer delight. It carries forward the prestigious monochrome theme to Service environment with a promise of minimum wait time for the customer along with billing transparency, using technology at every interface with the customer.
A customer visiting the workshop with a service appointment is received by automatic boom barriers that open up on recognising the car through the RFID chip on the car’s windscreen. The parking bays are pre-allocated with the vehicle registration number displayed on top of each bay. The job cards are made on a tab and full transparency is offered on the overall jobs and its respective costs. Once the car is in, it is dealt by trained technicians and worked upon at bays equipped with reverse timers to ensure each job is completed as per the scheduled delivery time promised to the customer. Customer is also provided with a Vehicle Health Card at the end.
Lot of attention has been paid to make the whole experience very transparent and comfortable for the customer. Customer can wait in the lounge with a clear view of the shop floor and his/her car being worked upon. A live feed of the express car repair job can also be viewed on any smart phone or a tab with a chat facility for a two way communication between customer and the service supervisor.
For the first ever in India, customers will have the option to get a “health check” of their car at a dedicated “diagnostic bay” located within the NEXA Service workshop. Much like the health test report of an individual, a car health card will put out the car’s well-being on a range of parameters using digital tools. This unique, innovative option will give customers insights on how to care for their loved one (optional), and also make informed decisions on the jobs they want executed at the workshop.
Maruti has inaugurated the first Nexa Experience Workshop in Gurugram recently and the plan is to put up 300 Nexa Service Workshops by the year 2020. What is important to note here is that this premium service can be availed by any Maruti customer irrespective of the model owned or the place of purchase.
Received by a hostess at the premium lounge, the customer will be able to track progress of his car on a dedicated LED screen. Large glass walls at the lounge will offer a view of the car as it moves from one station to next on the shop floor. Once the car is done and ready, the dedicated service manager will inform the customer, and escort him to the vehicle delivery area. Customers can also opt to watch live video of the car being serviced, at their convenience.