Any carmaker’s survival in a market primarily depends on the after sales service, and nobody knows this better than Maruti Suzuki. The ‘Nexa’, which is MSIL’s premium retail experience, is all set to offer a premium service experience too.
The photos you see here, are of the first workshop 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 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.
Speaking of which, 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.
Digital “Health Card” option for cars
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 option will give customers insights, and also make informed decisions on the jobs they want executed at the workshop.
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