"Nexa was a first, important step in Maruti Suzuki's transformation journey", Ayukawa said.
Many NEXA customers cited the lack of dedicated NEXA service stations as a negative in the otherwise good experience.
Talking about the service centre, Maruti Suzuki claims that its efficiency rate in the new service centre is up by 50 per cent when compared with the traditional showrooms. He estimated that dealer investment in a Nexa Service center would average 15 million rupees ($234,000). Kalsi informed that they will come up with 60-70 service outlets by the end of this year and 300 workshops by the end of 2020.
Maruti Suzuki launched its Nexa retail chain in July 2015, and the brand now has over 200 showrooms. "Listening to customers, we have now created Nexa Service to take forward that promise". Nexa Service uses technology efficiently in order to address customer needs, he said, "while processes have been created to maximize the customer comfort". The automaker has also launched the My Nexa app to book a service appointment online.
At the job card opening bays, service managers are equipped with a tablet to explain the jobs required on the auto. The company recently opened up the first Nexa Service workshop in Gurugram to disrupt the aftersales market.
At the waiting lounge, customers are also provided with an option to watch live video of their vehicle being attended to.
The Nexa workshop is also equipped with a diagnostic bay to check the health of your auto.
The process has been largely kept paperless to make it efficient and hassle-free for customers.