Maruti Suzuki Expands Service Network with 5,000th Touchpoints

Maruti Suzuki India Limited has announced the opening of its 5,000th service touchpoint in the country, located in Gurugram, Haryana. This expansion reflects the company’s commitment to providing customers with a seamless and enjoyable car ownership experience.

New item by Neha Gharat / Google Photos

Maruti Suzuki inaugurated its first service workshop in 1983. Over the years, the company has steadily expanded its service network, reaching milestones such as 1,000 service touchpoints by 1997. Subsequently, it continued to grow its network by an additional 1,000 service touchpoints every 9, 8, and then 7 years. The most recent 1,000 service touchpoints were established in just about 3 years.

Celebrating this achievement, Hisashi Takeuchi, Managing Director & CEO of Maruti Suzuki India Limited, stated, “At Maruti Suzuki, we have always prioritized a ‘Customer First’ approach, aiming to provide our valued customers with convenience and a delightful car ownership experience. One way we achieve this is by ensuring our service touchpoints are easily accessible to customers, whether they are in urban or remote areas.”

He continued, “As we move forward and focus on increasing our sales, a robust network of sales and service is crucial. Accordingly, we will continue to expand our service touchpoints in the coming years. Notably, in the financial year 2023-24, we added 400 service touchpoints, marking the highest-ever addition in any financial year. Many of these new service touchpoints are located in non-urban markets. Through our extensive service network, we have successfully serviced a record 25 million vehicles in the last financial year.”

New item by Neha Gharat / Google Photos

Maruti Suzuki has introduced various innovative service formats to enhance customer convenience, including brick-and-mortar services, mobile support, and emergency on-road assistance. Additionally, the company is driving digitalization in vehicle services by offering features such as multi-language voice BOT, digital job card opening, and a digital owner’s manual, with the aim of delivering a superior customer experience.