Mercedes-Benz Malaysia, Vice President, Commercial Vehicles, Mr Albert Yee, attributes MBM CV’s resilient performance to placing customers at the centre of its initiatives.
The commercial vehicle arm of Mercedes-Benz Malaysia sold 2,469 vehicles in 2017. Mercedes-Benz Malaysia Commercial Vehicles (MBM CV) had its market penetration for Mercedes-Benz commercial vehicle increased by 13.06% even though the total industry volume (TIV) for vehicles in Malaysia has actually dropped by 7.9%. MBM CV's portfolio of vehicles includes FUSO light-duty and heavy-duty trucks as well as Mercedes-Benz trucks and vans.
One aspect of MBM CV's performance that is interesting is the fact that the Malaysian automotive TIV includes passenger cars and commercial vehicles. 2017 actually showed a dip in terms of commercial vehicle sales rather than in the passenger car market. In this sector, competition has been tough due to some uncertainty in the Malaysian economy but certain brands, including MBM CV's portfolio seems to be doing well.
MBM CV also states that their sales have been propped up by new customers mainly in the small and medium haulage operator category. This is FUSO territory, the brand which Mercedes-Benz owns and sells in the small and medium sized category. FUSO trucks recorded 2,170 units from the 2,469 total units sold. FUSO Truck FE71PB (light-duty segment), FM65FJ (medium-duty segment)
As as a result of securing these new fleet contracts from these small and medium operators during the year, MBM CV was able to achieve a market penetration 13.06% for Mercedes-Benz commercial vehicles in 2017. This is a new record for MBM CV.
In terms of the Mercedes-Benz Commercial Vehicles, which is usually reserved for the heavy duty trucks, buses and commercial passenger vans, the Mercedes-Benz Actros proved to be the popular choice with sales totaling 268 units. This maintains a double digit growth of 24.1% for these trucks. The most popular model which contributed to 32.1% sales for this category is the Mercedes-Benz Actros 2644LS 6x2 (L-cab).
Notable fleet sales for MBM CV included the successful delivery of 74 FUSO vehicles to KDEB Waste Management Sdn Bhd and 133 units of Mercedes-Benz Actros to Swift Haulage Sdn Bhd – setting the highest number of deliveries in 2017.
They also delivered its 300th FUSO vehicle to Biforst Logistics Sdn Bhd and also entered into a MoU with Biforst Logistics who intends to become one of the first customers to purchase and operate the FUSO eCanter (pictured below), FUSO's fully electric truck when it becomes available to the Malaysian market in the future.
Aside from the sales numbers, MBM CV and its dealerships have ensured that their products, customer satisfaction and service quality for their customers is of a very high level. Product enhancements have included the new FUSO TD Canter facelift as well as ensuring that the entire product portfolio of MBM CV complies with the United Nations Economic Commission for Europe (UNECE) safety regulations set by the Road Transport Department (Jabatan Pengangkutan Jalan -JPJ).
Several new after-sales solutions were implemented in 2017 in order to provide Mercedes-Benz commercial vehicles and FUSO customers more servicing options for their vehicles. This included a wide range of service and repair packages, mileage and overhaul campaigns (engine and transmission), Mercedes-Benz Trucks Maintenance Contract and Full Scope Service Contract. MBM CV also conducted an exclusive service clinic for FUSO vehicles with a team of experts from Japan providing personalised FUSO after-sales care.
In terms of after sales numbers, MBM CV recorded a 7.47% increase in throughput for 2017 compared to 2016. 26,820 vehicles were serviced, comprising of 4,820 Mercedes-Benz commercial vehicles and 22,000 FUSO trucks.
MBM CV also upgraded three service centres last year. The centres were Hap Seng Commercial Vehicle Kuching, Hap Seng Commercial Vehicle Klang and Hap Seng Commercial Vehicle Ipoh which will handle all matters regarding Mercedes-Benz and FUSO Commercial Vehicles. For 2018, MBM CV and its dealer partners have announced that they will continue upgrading service centres to enable greater sales and service, maintenance and repairs for both brands. All of these will be made to enhance and expand its presence and to ensure there is minimal down-time and increased customer touchpoints which would lead to increased satisfaction. Right now, MBM CV’s dealer network comprises 62 service centres throughout Malaysia which caters to both Mercedes-Benz and FUSO commercial vehicles
Aside from building up sales and their after sales network, MBM CV has also taken the initiative to impart their skills and knowledge to the people of Malaysia. There is a need for more skilled workers here and MBM, as a group, as well as via MBM CV, has started various programmes in terms of training. the aim for these programmes is to raise the level of skills training for youths in the automotive workforce and ultimately, provide a pool of technical specialists for its service network.
One of the programmes have been with the National Youth Skills Training Institute (IKBN). Following a successful pilot programme with IKBN, MBM CV renewed its commitment in 2017 providing an intensive three-month stint for selected IKBN students. Upon completion of the course, graduates are guaranteed job placement at FUSO dealerships nationwide.
MBMCV also signed a MoU with Tekat Automotive College.This will allow selected Tekat Automotive College students to undergo an eight-month training programme known as Mercedes-Benz Commercial Vehicle Apprenticeship Programme. The course consists of theory and practical aspects in line with Daimler AG standards. Students who graduate from this programme are guaranteed a job placement for two years within the Mercedes-Benz or FUSO dealer network nationwide.
Aside from that, MBM CV also promotes safe and responsible driving. MBM CV had conducted the Train the Trainer Driving Training and ECO Driving Training sessions for their customers and their chosen drivers. A total of 13 sessions were organised throughout 2017, covering 32 fleet customers. From that total, 106 drivers were involved in the driving enhancement sessions.
These were some of the bits of news of what MBM CV had done in 2017. Quite an impressive track record for 2017. We have great sales numbers, good after sales numbers and a lot of measures made to improve vehicle safety and ensure customers’ peace-of-mind in terms of ownership experience throughout 2017. Definitely more to come this year in terms of Mercedes-Benz Malaysia in every level.
By the way, Daimler Trucks had also announced that it had increased global deliveries in the first eleven months of 2017 by 12% year-on-year. This amounts to a total of 422,500 units. Daimler Trucks anticipates total unit sales of 465,000 trucks.
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