Committed focus to the customer-centric strategy ensures that Mercedes-Benz Malaysia maintains its market leadership position in 2018 with market share of 2.5 per cent and carries momentum into the second half of the year.
MERCEDES-Benz Malaysia (MBM), the world’s foremost luxury lifestyle brand underlines its No. 1 position in the premium automobile market. This position is attributed to delivering the Best Products, the Best Services and nothing but the Best Customer Experience.
With a renewed focus on the customer journey, MBM continues to deliver the utmost in customer care aligned with placing the customer at the center of all activitites.
“Care for the customer is a core principle for us at Mercedes-Benz Malaysia. Our rebranding of the aftersales department as Customer Services is thus a natural continuation of our long-term strategy of keeping our customers at the centre of our activities.
Together with our extensive, professional and strategically expanding dealer network, we committedly and consistently place a significant focus on the customer journey,” said Mercedes-Benz Malaysia, President and CEO, Dr Claus Weidner.
Customer Services, a rebranding of Mercedes-Benz’s Aftersales department, consistently extends its commitment to the market with the necessary presence, coverage and capacity alongside skilled talent to deliver the best Care to Mercedes-Benz customers and fans.
There are currently a total of 31 service centres with 5 body and paint centres nationwide – represented by over 480 highly-trained staff to deliver superior customer service.
Committed to creating Experience beyond Expectation with products and packages, Customer Services details maintenance packages with replacement of certain wear and tear parts as an optional inclusion.
These are the Compact Maintenance and Agility Compact packages for the first four years of
ownership, while the StarCare Maintenance Package is available for the 5th, 6th and 7th year of ownership.
The scope of these packages can be individually tailored for a set list of wear and tear parts, creating the Compact Plus Maintenance, Agility Compact Plus and StarCare Maintenance Plus Packages Extended limited warranty is now available for purchase for the 5th or 5th and 6th year of vehicle ownership.
In the first half of 2018, the dealer network registered a service volume of 71,650 in 31 service centers, an increase of 16 per cent over the previous year, while continuing to uphold the highest standards of Customer Satisfaction Index (CSI) which are a benchmark in Southeast Asia.
“We are proud to announce the official rebranding of Customer Services from aftersales as part of our ongoing commitment to the enhancement and expansion of our products and services.
With this, we underline our emphasis on customer centricity and our commitment to superior service, a result of our passionate customer-focused DNA.
We appreciate the trust and loyalty placed in us by our customers thus far, and hope to provide convenience and peace of mind in their ownership experience with the best care we can offer along the customer journey,” said Heinrich Schromm, Vice President, Customer Services, Mercedes-Benz Malaysia.
Along with these customer service initiatives of the leading luxury lifestyle brand, Mercedes-Benz Malaysia continues to upgrade, diversify and expand customer touchpoints with the launch of the upgraded NZ Wheels Klang Autohaus, Auto Commerz Service Centre and Hap Seng Star Puchong South Autohaus.
The launch of the interim Auto Commerz Service Centre, which also offers Service Differentiation, was followed up by the Service Clinic program which took place in NZ Wheels Klang in May 2018, Hap Seng Star Iskandar in June 2018 and due to be carried out at the Auto Commerz service centre in September 2018.
Mercedes-Benz Services Malaysia (MBSM), which recently celebrated the five-year anniversary of providing tailored financial and insurance solutions, has continued its growth trajectory in the first half of 2018 with a serviced portfolio of over RM 2.5 billion and continues to finance and insure 4 out of 10 Mercedes-Benz cars sold in Malaysia.
Mercedes-Benz Malaysia launched a pair of locally-assembled high performance automobiles,
the Mercedes-AMG C 43 and Mercedes-AMG GLC 43.
Supporting this introduction was the first AMG Brand Training for sales and Customer Services
outside of Germany recently – demonstrating the increasing commitment in offering comprehensive support for the World’s Fastest Family.
The launch of the EQ brand shows a concerted effort towards future mobility which saw the
re-designation of the C 350 e and E 350 e plug-in hybrids as EQ Power models alongside further expansion of the EQ charging network.
In terms of sales, we are delighted to deliver a new best ever 1st half of a year with 6,790
units, an increase of 15 per cent over the same period last year.
Our accomplished portfolio of locally-assembled automobiles were a main growth driver in this success, including the first pair of locally-produced luxury performance cars – the Mercedes-AMG C 43 and GLC 43,” said Mark Raine, Vice President of Sales and Marketing, Mercedes-Benz Malaysia.
Mercedes-Benz Malaysia delivered 6,790 vehicles in 1H 2018, a 15 per cent increase over 1H 2017 while a market share of 2.5 per cent in total for 1H 2018 records an improvement of 0.2 per cent from 1H 2017.
Thus far this year, MBM’s locally-produced limousines namely the Mercedes-Benz C-, E-, and S-Class, collectively recorded a total of 4,322 units sold.
MBM’s range of premium compact cars comprising the Mercedes-Benz A-Class, B-Class, GLA-Class and CLA-Class recorded 996 units sold. These two segments recorded increases of 18 per cent and 20 per cent respectively compared to the same period last year.
The Premium SUV range by Mercedes-Benz remained a growth driver recording 1,291 units sold, which translated into a 4 per cent increase compared to Q1 of 2017.
The eminent brand-shapers in the form of the Mercedes-Benz Dream Cars collection also recorded a notable achievement with 181 units sold, marking a 1 per cent increase compared to 1H 2017.
*The numbers for 1H 2018 are unaudited and subject to change.
