Maruti Suzuki has gone a step ahead in enhancing its aftersales support for its premium Nexa range of vehicles with the introduction of the S-Assist self-help platform. The new app-based virtual assistant is available to owners of the Ignis, Baleno, Ciaz, XL-6 and S-Cross.
- Available to Baleno, Ignis, S-Cross, Ciaz and XL6 owners at no additional cost
- Provides access to owner’s manual and information to troubleshoot problems
The S-Assist will allow owners to learn more about a specific car function or part, by retrieving knowledge material from the car’s digital owner’s manual. It will also allow the customer to connect to the Maruti Suzuki 24x7 customer support centre at the backend to resolve problems remotely. The company has also curated a series of videos on subjects, such as ‘How to change a flat tyre’, to empower customers to be able to resolve minor issues on their own.
The carmaker says the platform optimises the application of artificial intelligence and machine learning to help enhance the aftersales experience.
According to the company, “Customers are looking for more professionalism and MSIL is focused to give a more digital experience on the aftersales front to customers. We are also seeing a paradigm shift in the way people are consuming content, which is why we took to the video format and have curated do-it-yourself (DIY) videos.”
Speaking about the new platform Partho Banerjee, Executive Director, Services, MSIL said, “We introduce any such digital-intensive initiative first for Nexa customers. The smart virtual assistant – S-Assist – is presently compatible with English, but we are working on other vernacular languages as well and also extend it to our Arena customers,” Banerjee added.
Leveraging start-up power
The company is working with start-ups to offer the right solutions for its increasingly tech-savvy customers. In January 2019, MSIL had announced its ‘Mobility & Automobile Innovation Lab’ or MAIL programme to invite start-ups with their breakthrough ideas in the areas of new mobility and digital solutions.
MSIL has roped in one of its shortlisted candidates – Delhi-based Xane.AI – which is led by IIT-Delhi graduates, who have developed the S-Assist platform in conjunction with the carmaker’s in-house teams.
“We followed the approach of getting appropriate people for appropriate work with this initiative. It is an efficient process and helps us to go to the market faster. Young people have a great bandwidth,” said Banerjee.
The S-Assist will also allow Nexa owners to download a digital copy of their owner’s manual, schedule a service and navigate to any of MSIL’s 4,120 service outlets across the country.
Maruti Suzuki: Upcoming new launches
Moving to Maruti’s product portfolio, the manufacturer is ready with a few new and updated models to refresh its product line up. Starting with its Arena network, the carmaker is expected to launch the new Celerio by year end with the Ertiga likely to receive a facelift next year.
Moving to Nexa models, Maruti is already working on a second facelift for the Baleno hatchback with test mules currently being tested on public roads. The facelifted hatchback is set to receive a number of cosmetic updates to the exterior along with an updated cabin replete with a new touchscreen.
Dipan Sur
Viraaj Bhatnagar
Glenn Noronha
Dhruv Dhaka
