Maruti has announced the launch of its premium service centres for cars sold via its Nexa dealership chain, with the first outlet being inaugurated in Gurgaon. The carmaker will open close to 30 Nexa service centres in metro cities in the initial phase and has earmarked locations which have a high sale of Nexa cars.
The Nexa service outlets are designed with the aim of increasing efficiency and productivity of its service personnel and at the same time enhance the aftersales experience for customer. The look and feel of the outlets will be similar to that of the Nexa showrooms. A dedicated central point of contact for the customer will be available at the outlet who will take the vehicle through the entire service process. The customers will also be able to book their vehicle service online, after which a service bay will be allocated at the given appointment time.
Once the customer reaches the outlet with their vehicle, the car’s registration number will be on display at the given appointment time. The entrance to the outlet will open automatically after reading the RFID tag on the vehicle. Once the vehicle has been received, the service advisor will use a designated tablet-based digital job card.
The outlets will also offer express service bays where the vehicle will be serviced in a dedicated amount of time. Customers will be able to use the special lounge area and watch their vehicle get serviced through a glass partition. The lounge gets plush seating arrangements along with Wi-Fi setup and LED screens showcasing specially designed videos, showcasing the tech bits of Maruti vehicles. If the customer wishes to leave the car at the outlet, they will be able to check the live feed of the vehicle being serviced via the My Nexa app on their smartphone. The app also enables them to have a live chat with the service advisor while their vehicle is being serviced.
The service bays have a dedicated tester line which eliminates the need for road-testing the vehicle. The tester line allows the vehicle to be driven on the roller to check for any remaining issues, which can be rectified in the service centre itself. Reverse time trackers at the fast track services in the outlets will ensure that the vehicles are serviced in the stipulated time which can be anything between 160-180 minutes.
To reduce power consumption, all Maruti Nexa service outlets will feature LED lighting. A new exhaust extraction system, once connected to the vehicle, will help keep exhaust gases out of the service area.
Maruti says its dedicated Nexa premium dealership chain, launched around three years ago, has been highly appreciated by the customers and the carmaker wants to carry forward the experience to its aftersales and service.
The Nexa service network is primarily aimed to cater onwers of all models sold by Nexa that include the Ignis, Baleno, the S-Cross and the recently-added Ciaz. Non-Nexa customers can also get their vehicle serviced at the premium outlets. On the costs side, expect Maruti to keep prices at around 10-15 percent premium over the standard service centres.
Rivan RS 
Viraaj Bhatnagar
Uday Singh
Suraj Viswanathan
