Thursday, July 06, 2017

Mercedes-Benz Malaysia posts another fantastic first half of 2017 sales and after-sales performance & Shows off its new customer experience initiatives

Today I got to hear Mercedes-Benz Malaysia’s sales performance for the first half of 2017. The automotive juggernaut basically recorded growth in the first half of 2017 was primarily driven by the locally produced line-up, namely the Mercedes-Benz C-, E-, and S-Class, with a total of 3,663 units sold. 



The Mercedes-Benz C-Class topped the list with 2,075 units sold, closely followed by the E-Class (above) selling a total of 1,358 units, while the S-Class recorded 230 units sold. The Mercedes-Benz Compact Cars - A-Class, CLA-Class and GLA-Class, sold a total of 739 units; while the SUVs, recorded 1,233 units sold in the 1st half of 2017. The aspirational Mercedes-Benz Dream Cars, especially the Mercedes-AMG models, continued to maintain a steady growth momentum, selling a total of 268 units in the first six months of the year.

As for After-Sales, which is actually as important as selling the cars itself, MBM serviced a total of 61,850 vehicles in the 1st Half of 2017, marking a double digit growth of 17%. In the same period, MBM has also achieved the highest Customer Satisfaction Index (CSI) After Sales score in history. Happy customers with problem free cars make this so. If the company has been selling a record number of cars, the company must also ensure that it has the capability to service and attend to a record number of customers wanting to maintain their cars. I suppose with the numbers herein, MBM have clearly been doing a proper job to date.

Of course, MBM is not sitting still. The company is rolling out new customer experience concepts and ideas. The in-house Mercedes-Benz financing packages offered by Mercedes-Benz Services Malaysia ensure that customer needs are met. Here, 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. MBSM currently services a portfolio of over RM2 billion worth of cars and vehicles.

There's more actually...

To further brief customers on Mercedes-Benz's brand heritage, product highlights and services available, MBM will be introducing OneWeb by Mercedes-Benz sometime during the fourth quarter of 2017. 

OneWeb is the future of the Mercedes-Benz Digital Strategy, it provides a one-stop integrated state-of-the-art web platform which facilitates needs of both new and existing customers. Combined with the introduction of The Mercedes-Benz Online Test Drive Booking System and The Mercedes-Benz Online Service Booking, OneWeb allows customers to reserve the vehicle of their dreams for a test drive or make a workshop appointment online at anytime, wherever they may be.


Aside from re-engineering their website, MBM is also proactively building its following, MBM continues to immerse fans with the signature Mercedes-Benz experience through the Mercedes-Benz Gallery, giving fans and potential customers’ freedom to explore the brand through an immersive mobile virtual reality (VR) experience and interactive digital signage. The VR experience of a Mercedes-Benz car is something new - wear the VR headgear, sit in the interactive seat and be transported to the interior of any current model Mercedes-Benz you want. 


Quite unique actually. I suppose all of this is a testament on why the brand is actually number #1 in the premium car market here in Malaysia. Of course, the current team at the helm of MBM seems to have a grasp of what needs to be done in order to achieve results. In terms of sales and marketing they seem to have gotten Stuttgart's blessing for a number of initiatives, like the mobile VR experience (of which Malaysian is one of the first countries where Mercedes-Benz will be offering it) and the quick roll out of the latest AMG models here (those that remember will know that previously, it was just the bread and butter stuff here). 





PRESS RELEASE
Mercedes-Benz Malaysia:
Record results in the 1st Half of 2017 by providing The Best Customer Experience

·         Mercedes-Benz Malaysia retains leadership position as the leading premium brand in Malaysia.
·         Rounding off the 1st Half of 2017 with a best-ever month in June, driven by strong demand for the locally produced Mercedes-Benz E-Class.
·         MBM determined to continue providing end-to-end premium experience in line with its customer-centric strategy, pursuing its leadership claim. 


Mercedes-Benz Malaysia rounded off the 1st Half 2017 with the best ever month in June and highest Customer Satisfaction Index (CSI) After Sales score in history. (from left) Mercedes-Benz Services Malaysia Managing Director, Mike Ponnaz; Mercedes-Benz Malaysia Vice President, Sales and Marketing, Mercedes-Benz Cars, Mark Raine; President and CEO, Dr Claus Weidner; and Vice President, After Sales, Mercedes-Benz Cars, Heinrich Schromm.

Kuala Lumpur, 6 July 2017 –Mercedes-Benz Malaysia Sdn Bhd (MBM) rounded up the first half of 2017 with a solid performance across the board, delivering a total of 5,913 vehicles and servicing a total of 61,850 vehicles.

The brand’s dominance in the global arena was echoed locally as MBM retained its leading market share of 2.2% as at year-to-date May 2017. Along with its positive sales achievement, MBM believes the increase in sales also means greater responsibility in delivering the best after sales care.

“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 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 Mercedes-Benz Malaysia President and CEO, Dr Claus Weidner.

MBM’s growth in 1H2017 was primarily driven by the locally produced limousines, namely the Mercedes-Benz C-, E-, and S-Class, with a total of 3,663 units sold. The Mercedes-Benz C-Class topped the list with 2,075 units sold, closely followed by the E-Class selling a total of 1,358 units, while the S-Class recorded 230 units sold.

“We have had a very successful first half in 2017, ending it with a new best-ever month in June further extending our lead in the premium segment. This was possible due to the comprehensive customer centric strategy, the broad premium product portfolio and superior services. With the good momentum of Q2 and our locally produced products, Mercedes-Benz Malaysia is on track for yet another record year in 2017, ” said Vice President, Sales and Marketing, Mercedes-Benz Cars, Mr Mark Raine.

The Mercedes-Benz Compact Cars, sold a total of 739 units; while the SUVs, recorded 1,233 units sold in the 1st half of 2017. The aspirational Mercedes-Benz Dream Cars, which celebrated 50 years of driving performance, continued to maintain a steady growth momentum, selling a total of 268 units in the first six months of the year.

In the 1st Half of 2017, MBM launched a total of five dealerships; the newest being the Mercedes-Benz Hap Seng Kuching Autohaus, the first integrated one-stop centre in East Malaysia; the Mercedes-Benz Cycle & Carriage Bintang Cheras Autohaus; the Mercedes-Benz Hap Seng Bukit Tinggi Autohaus; and the Mercedes-Benz Mofaz Kota Bahru and Kuala Terrengganu Autohauses.

Todate, MBM has 31 dedicated dealerships nationwide, and through its extensive dealer network, MBM serviced a total of 61,850 vehicles in the 1st Half of 2017, marking a double digit growth of 17%. In the same period, MBM has also achieved the highest Customer Satisfaction Index (CSI) After Sales score in history, clearly underlining its leadership position as the industry leader in providing the highest standard of after sales service and customer care.

MBM is committed to providing both the Best Products and the Best Customer Experience throughout the customer’s entire journey. From brand discovery, to consideration, to purchasing, and finally, after sales care, MBM has meticulously crafted fresh approaches to engage customer both through our traditional and refreshed touchpoints to create a personalised experience for customers anywhere at anytime.

“Keeping true to our ‘Best Customer Experience’ promise, we continue to implement new consolidated approaches in the areas of marketing, sales, financial services and aftersales, under a central maxim: offering customers a consistent premium-brand experience whenever and wherever they come into contact with the three-pointed star. Ultimately, we aspire to deliver seamless personalised experiences throughout the customer journey, from invoking interest to establishing loyalty,” Dr Weidner explained.

To immerse Mercedes-Benz fans in the brand heritage, product highlights and services available, MBM will be introducing OneWeb by Mercedes-Benz. OneWeb is the future of the Mercedes-Benz Digital Strategy, it provides a one-stop integrated state-of-the-art web platform which facilitates needs of both new and existing customers. Combined with the introduction of The Mercedes-Benz Online Test Drive Booking System and The Mercedes-Benz Online Service Booking, OneWeb allows customers to reserve the vehicle of their dreams for a test drive or make a workshop appointment online at anytime, wherever they may be.

Proactively building its following, MBM continues to immerse fans with the signature Mercedes-Benz experience through the Mercedes-Benz Gallery, giving fans and potential customers’ freedom to explore the brand through an immersive mobile virtual reality experience and interactive digital signage.

As part of its customer-centric approach, MBM is focused on providing highly individualised services for all its customers. In 2016, MBM personalised the after-sales experience for existing customers through the introduction of Service Differentiation, while Product Experts were introduced to assist potential and returning customers. Expanding this concept further, MBM 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 a real-time update on the car’s availability.

Financing, a critical component in the Mercedes-Benz customer journey, is entrusted to the care of Mercedes-Benz Services Malaysia (MBSM) which 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. MBSM currently services a portfolio of over RM2 billion*. 

Further personalising its services to customers’ benefit, MBM will be extending its ‘Customer Care Center’ (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 any 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. So we are very much looking forward to the second half of 2017, 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,” Dr Weidner said.
*The numbers for 2017 are unaudited and subject to change.

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