Mercedes-Benz Malaysia Sdn Bhd plans to launch a new service to enhance its customers’ overall experience on the digital front.
The new service, dubbed OneWeb, provides a one-stop integrated web platform that allows customers to book their car service and a test drive via online. The service will be launched in the fourth quarter.
As part of their digital strategy, the company is also looking at improving customers’ experience when they step into a Mercedes-Benz autohaus using digital technology. Soon, when customers walk into an authorised dealer, the customers will be able to enjoy the ”Mercedes-Benz experience” with the help of technologies like virtual reality and digital signages.
Last year, the company personalised its after-sales experience for existing customers through the introduction of service differentiation, while product experts were introduced to assist potential and returning customers.
Expanding the concept further, Mercedes-Benz Malaysia will be introducing SalesTouch, a mobile sales tool which enables product experts and sales consultants to provide customers with real time information. This will include virtually customising their Mercedes-Benz car according to desired specifications and providing real-time upgrade on the car’s availability.
As financing is a critical component in the Mercedes-Benz customer journey, it is entrusted to the care of the Mercedes-Benz Services Malaysia (MBSM) with its current services portfolio of more than RM2 billion.
MBSM further complements the brand experience through its limitless menu of customisable financial and insurance solutions. Tools like the Mercedes-Benz Financial App provide customers with a full online suite that allows them to customise financing packages and match them to their dream Mercedes-Benz cars.
Further personalising its services to the benefit of customers, Mercedes-Benz Malaysia will be extending its Customer Care Centre (CCC), which is a round-the-clock service for rapid accident assistance, as well as general product and brand information.
The CCC will both assist customers with service enquiries and serve as a first point of contact for new customers with questions related to the Mercedes-Benz brand.
“We want all our customers and fans to have a consistent premium brand experience whenever they come into contact with the Mercedes-Benz brand,” said its president and chief executive officer Dr Claus Weidner during the results media briefing.
“So we are very much looking forward to the second half of this year, when we begin rolling out our new after-sales customer contact points in Autohauses nationwide, once again setting new benchmarks in the local auto market.
“Our focus has always been and continues to be on delivering the best products and best customer experience.
“We are confident of maintaining our leadership position.”
The company has maintained its number one position as the leading premium brand during the first half of this year, and is positive of chalking 2017 as a record sale year.
During the first six months of this year, 5,913 units of Mercedes-Benz vehicles were sold in the country.
As at May this year, the company retained a market share of 2.2 per cent in the overall passenger cars segment.
The company said the increase in sales meant greater responsibility in delivering the best after -ales care to its customers.
“Our positive growth is a clear indication of customers’ trust in the Mercedes-Benz brand. We take this trust very seriously and remain dedicated to ensuring that customers’ expectations are met with unparalleled precision.
“Specialising in the business of cars and after-sales care, we have put in place world-class processes and standards that ensure customers have the best products and the best customer experience,” said Weidner.
The growth in the first half 2017 was primarily driven by locally produced limousines, namely the Mercedes-Benz C-Class, E-Class and S-Class, with a total of 3,663 units sold. The C-Class topped the list with 2,075 units sold, followed by the E-Class with a total of 1,358 units delivered. The S-Class recorded the sale of 230 units.
“We have had a very successful first half 2017, ending it with a new best ever month in June with a record 1,210 units sold and that further extended our lead in the premium segment. This was possible due to the comprehensive customer centric strategy, the broad premium product portfolio and superior services. Mercedes-Benz Malaysia is on track for yet another record year in 2017,” said Mercedes-Benz Malaysia vice-president for sales and marketing Mark Raine.