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, the company said.
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,” it said.
The effort “is now set to take the car service experience to a new level,” India’s largest carmaker said. “Using design, technology and experience, NEXA Service will take forward the original promise of pampering, innovation, “global” and excitement for car customers.”
The company said it will use digital technology will ensure a personalized experience with a dedicated service manager from start to finish.
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, the company said.
Service centers are among the least favorite places of carowners due to the opaqueness of the charges and services carried out, as well as the sheer amount of time taken for servicing and repairs.
Managing Director and CEO, Maruti Suzuki, Mr Kenichi Ayukawa 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.”
Appointments can be done online or through an 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 company noted.
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.
Customers can also get a “health check” for their car, which includes data from a variety of digital tools.