UMW Toyota Motor Sdn Bhd, the official distributors of Toyota vehicles here have made some changes to their dealership operations. From January 2018 onwards, a majority of the outlets operated by UMW Toyota themselves will be transferred to their existing Toyota dealers.
According to UMW Toyota, this would allow them to concentrate their resources on product development (new, more relevant products for Malaysia), marketing and dealer network support. The dealers would be tasked with working towards customer interaction and satisfaction in both sales and after sales.
So UMW Toyota takes a step back in some ways. But it also means that they are more focused on the network as a whole and the dealerships actually work on making the customer experience work.
We suppose it could work as UMW Toyota as distributor actually handles the larger logistical issues and let the dealers be the first touch points between the brand and the customer. If the dealer network has been set up right, and since the retail outlets are being transferred to their current (and very experienced) dealers, we do not see this to be a big issue.
PRESS RELEASE
TOYOTA DEALERSHIP OPERATIONS SET TO SPUR CUSTOMER
SATISFACTION
Shah Alam 26 October 2017 - UMW Toyota Motor Sdn Bhd (“UMWT”) is extending its
collaboration with Dealers to enhance operational excellence.
Key to this is the strengthening of retail operations from January 2018 where a majority of
outlets currently owned and operated by UMWT will be transferred to existing Toyota
Dealers. This allows UMWT to increase intensity on high value added upstream activities
such as product development, marketing and dealer network support, while Dealers continue
to dedicate themselves towards delivering customer satisfaction.
“It is essential for UMWT to continue achieving high customer satisfaction standards,” said
its President, Mr. Ravindran Kurusamy.
“I am extremely excited about working even more closely with our Dealers to realise a
shared vision for UMWT, which is to promise the concept of “Best In Town”, meaning a more
focused one to one customer engagement. Although this arrangement signifies an important
change for UMWT, our customers should rest assured that our service will not be
compromised, and even get better in the future” he added.
The announcement promises an exciting phase of seamless support for UMWT’s significant
customer base as well as allowing for a strong entrepreneurial spirit to create more value
that benefits the local economy.
-end-
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