In a move to extend customer support, Maruti has launched its Quick Response Team initiative in 251 Indian cities; Motorcycle-borne trained technicians to help resolve vehicle breakdown cases reported by Maruti customers.
Maruti Suzuki India Limited has flagged off a unique 'Quick Response Team on Bikes' project to offer faster on-road assistance to Maruti customers. Initially, the Quick Response Team (QRT) has been rolled out in 251 Indian cities as part of the project's first phase, which comprises a fleet of 350 motorcycles. Each QRT technician will be equipped with essential tools and critical spares needed to restore the vehicle to its working state. Based on Maruti Suzuki's extensive training, the QRT technicians are capable of dealing with nearly 90% of the problems typically faced by customers in case of a vehicle break down.
Apart from the extensively trained technicians, the QRT initiative will also be backed by a robust IT infrastructure which will provide real-time information to customers and assign the nearest technician to a case in the shortest period of time. When a Maruti customer will report a breakdown, a web-based system will identify the GPS location of the nearest technician and will assign the case to him. The customers will also receive the assigned technician's details which will allow them to contact each other over the phone and get real-time information via the Maruti Care app.
The QRT service can be availed by Maruti Suzuki customers on a complimentary basis under the Extended Warranty offered on their vehicles. For cars not covered under warranty/extended warranty, the QRT service will be available on a per-call basis with visiting charges applicable. Maruti is planning to expand the QRT initiative to nearly 500 Indian cities by 2020.