It would be a gross understatement to say that Maruti Suzuki’s new Nexa service centre concept is impressive. To India, it is a car service concept for a mass market car maker that provides never before seen levels of transparency to the customer while providing a streamlined and premium service experience.
In yet another market leading initiative, Maruti Suzuki has begun operations of its first ever Nexa Service centre in Gurugram. Located in Sector 14, Gurugram the Japanese car maker has inaugurated its first premium service outlet under the Nexa umbrella. This is the first time any mass market car maker in India has gone out to give a full blown premium service experience to their customers.
We were given a guided tour of the Nexa service centre and as you can see from the pictures here, it has to be said that this truly is a premium experience for customers with an upmarket service centre layout featuring a clean and uncluttered layout and a rather comfortable customer lounge. In fact, standing there you feel more like being in a new car showroom rather than a service centre.
But the Nexa service centre concept is so much more than just a premium feeling car service centre. Maruti Suzuki has ensured high levels of automation and created a seamless system for customers to get their cars serviced. For starters, customers can make service appointments online or through the Nexa app. Once this is done, you can pull up to the gates of the selected Nexa service centre. And the RFID tag that every Nexa car is sold with will be scanned to let the automatic boom barrier open to let the car in. Following which you can pull into the inspection bay displaying your car’s registration number.
A service manager present at the spot will draw up your car’s history on a tablet to make information ready for both parties. Following this, he will note down job requirements for the service and share an estimated digital cost sheet. The customer can then choose to leave his car there and avail shuttle service. Should the customer choose to wait for the car to get serviced, he/she can wait in the waiting lounge. The premium waiting lounge offers free Wi-Fi so people can connect their laptops etc, should they feel the need to work out of office. Meanwhile, they have a complete view of work being done on their car out of the glass wall showcasing the entire service area.
But should you choose to be elsewhere as your car is being serviced you can simply go into the My Nexa app on your smartphone and view a live feed from service bay cameras to see for yourself the work being done on your car. You can even chat with Nexa officials about the status of your car.
All service bays are fitted with a countdown timer that helps keep technicians on track in terms of repair time to deliver the car back to the customer on time. The timers can alert technicians if they are falling behind schedule, following which necessary action can be taken by the service centre to speed up the work or update the customer on the status. Helping speed things up further are systems such as mechanised car mat washers, etc.
Another measure to speed up car servicing includes the tester line which checks suspension status, brakes and alignment in an all-in-one system. This means Nexa service can now do away with test drives to check repairs to the aforementioned mechanicals.
On the whole, with Nexa service Maruti Suzuki is not only aiming to give the customer a premium service experience but give them a much more smooth and transparent service experience to build on the overall customer experience post sale.
Meanwhile, Nexa service also provides its workforce with a better job environment in terms of the service area of these service stations. Maruti Suzuki has setup a system of zero spillage. This ensures different draining tankers for different oils such as engine oil, transmission oil, brake oil, coolant, etc. Meanwhile, an oil room houses tanks of different types of oil which can be pumped to individual service bays as per requirement of a car being serviced. Other such facilities include a generous engine room, a dedicated tooling area with markings for tooling so as to make it easier for technicians to find what they are looking for.
Meanwhile, exhaust suction pipes ensure that when a car’s engine is running in a service bay it is being let out of the service centre so that technicians have better air to breathe. And while there is a system to correctly dispose of used oil, Nexa service also has a waterless car wash system to make the concept more environment-friendly.
All in all, there is much more to Nexa service centres than meets the eye. It is a 360-degree approach to streamline the concept of car servicing, while providing a better work environment for the workforce and give the customer a more premium experience overall.
The Nexa service experience will cost more than a standard Maruti Suzuki service, but as is evident you do get a whole lot more bang for your buck. And the good news is that any Maruti Suzuki car can be serviced at a Nexa outlet, thereby opening up the facility to any Maruti customer who wants to experience the next leap in the experience of car servicing.
Write your Comment