From One to 500: Growth of NEXA Service Centres Since 2017
Maruti Suzuki achieved a significant milestone with the inauguration of its 500th NEXA Service touchpoint. Situated in Mapusa, Goa, this new service facility is testament to the brand’s commitment to enhancing customer satisfaction through a modern and accessible service network. This expansion aligns with Maruti Suzuki’s long-term vision to scale its service infrastructure.
The journey of NEXA Service began in July 2017, with the launch of its first workshop. Over the years, the network has witnessed steady growth, blending convenience with premium customer experiences. NEXA Service caters to the evolving needs of car owners, combining innovative features with personalised care to redefine service standards across the automotive industry.
8,000 by 2031: Maruti’s Vision for Service Network Expansion
Currently, Maruti Suzuki operates 5,240 service touchpoints across its ARENA and NEXA channels combined. The company has set an ambitious target to expand its network to 8,000 touchpoints by the financial year 2030-31. This planned growth aims to support the increasing number of customers while maintaining quality service standards. The ongoing expansion highlights Maruti Suzuki’s proactive approach to addressing the future demands of a dynamic growth market.
During the ongoing financial year 2023-24, 78 new NEXA Service touchpoints have been added, reflecting an active expansion pace. A total of 90 touchpoints were inaugurated in FY 2023-24, showcasing the company’s relentless efforts to extend its service reach. These developments ensure that customers across diverse regions have ready access to reliable car service solutions.
What Sets 500 NEXA Service Centres Apart?
NEXA Service workshops are designed to deliver a premium car ownership experience. These facilities feature modern interiors and lounges equipped with digital displays, offering a sophisticated ambiance. Customers can enjoy a seamless and transparent service process facilitated by a dedicated service manager who ensures a smooth experience from start to finish. This comprehensive approach exemplifies Maruti Suzuki’s focus on delivering value-driven services.
Technological integration forms a core component of NEXA Service operations. The mobile app enhances communication between customers and service centres, providing updates, notifications, and real-time information. This digital approach ensures transparency and convenience, aligning with customer expectations. Such innovations demonstrate Maruti Suzuki’s adaptability to shaping technological landscapes.
Customers First: The Philosophy
Maruti Suzuki’s “customers-first” philosophy drives its efforts to enhance the car ownership journey. By focusing on customer-centric solutions, the company aims to strengthen trust and loyalty. The expansion of the service network is a strategic move to align service capabilities with growing production and sales volumes, ensuring a consistent and reliable customer experience.
By establishing service centres in diverse geographies, Maruti Suzuki ensures accessibility for customers across urban and semi-urban areas. This strategic placement supports the company’s vision of providing reliable services to a broader audience.
Scaling Smartly: Addressing MSIL Service Expansion
Efforts to scale the service network also involve addressing challenges such as maintaining consistency in service quality and managing resource allocation. Maruti Suzuki’s structured approach ensures that each touchpoint upholds the brand’s reputation for reliability and efficiency. The integration of technology further optimises operations and enhances service delivery, while reinforcing its position as a trusted partner in the automotive sector. These developments support MSIL’s proactive approach to staying ahead in a competitive industry.
Maruti Suzuki’s MD & CEO, Mr. Hisashi Takechi, said, “At Maruti Suzuki, we strongly believe in the ‘customers first’ philosophy and our aim is to consistently deliver convenience and superior car ownership experience to our customers. Going forward as we plan to substantially increase our annual production and sales, we will simultaneously strengthen our Service network.
