Nexa, Maruti’s premium car retail brand had redefined the manner in which a car purchase can be done. After two years of success, Nexa is now looking and bringing about a radical change in the service experience for its customers. Utilizing design, technology and its experience, Nexa Service will be looking at pampering the customers through innovation and offer path-breaking services.
This experience would include plush workshops using Nexa’s monochrome theme. There would be a personalized welcome to every customer with the help of digital media. Every customer would also get a dedicated service manager for end to end solutions. Customers can spend their time in a premium lounge which will be equipped with digital display to monitor the progress of his car. There will also be large glass walls to enable viewing of the car being service live. The customer shall be kept updated digitally about costs being incurred and nature of work being done.
Kenichi Ayukawa, Managing Director and CEO, Maruti Suzuki said, “About three years ago, we resolved to transform ourselves to redefine the customer experience and attract new categories of customers. Nexa was a first, important step in Maruti Suzuki’s transformation journey. It has been appreciated by customers. Listening to customers, we have now created Nexa Service to take forward that promise. Plush workshops with premium lounges and use of digital technology to enhance customer service and transparency will be the defining elements of NEXA Service. I am sure customers will like Nexa Service as well.”
The first Nexa Service workshop has been launched at Gurugram. Nexa Service will be expanded in phases, and Maruti Suzuki expects that nearly 300 Nexa Service workshops will be in operation by 2020.
Customers can make appointments with Nexa Service online or through the app. On arrival at the Nexa Service workshop, the boom barrier will open automatically (reading the RFID) and make way for the car to enter its designated service bay displaying the car registration number. The service manager, drawing on the history of the vehicle on his tablet and after discussion with the customer, will recommend the jobs to be carried out on the vehicle. A cost estimate will be shared on the tab. Once the customer approves, work begins on the car while the customer is ushered into the premium lounge.
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 Suzuki has been focusing a lot on its customers and lately have been seen as a company which cares and also understands the needs of buyers in the fast-changing scenario and busy lifestyles of people. The addition of models like Baleno and Ignis to the Nexa outlets has provided good weightage and is being appreciated by customers as well. This will bring about a paradigm shift in the way Maruti is perceived as a brand in times to come.