Mercedes-Benz – The Interpretation of a Leading Luxury Lifestyle Brand

Mercedes-Benz Malaysia, 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 activities.

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

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.

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 re branding Mercedes-Benz Malaysia Corporate Communications Enhancing the current service standard of finance and insurance products, customer car loan decisions at MBSM can now be undertaken in seconds through the implementation of a newly automated underwriting process for loan applications upon receipt of a complete set of required documents. Within one month of introduction of this service, MBSM was processing 15% of applications via this efficient and convenient method. To diversify its funding sources in anticipation of further growth prospects in the local market, MBSM recently issued a RM 3 billion corporate bond program in Malaysia. MBSM received a credit rating of AAA by the independent credit rating agency RAM and its first issuance of RM 250 million of the bond program has been comprehensively taken up by local investors.”

With the aim of constantly improving the exemplary product lineup, the success story of the first half of 2018 saw also a strategic diversification of the product portfolio to cater to increasing and varied customer demands. 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.

Mark Raine, Vice President of Sales and Marketing, Mercedes-Benz Malaysia says, “The enhancement of our customer touchpoints this year have been nothing short of spectacular, including the regional premiere of the Mercedes-Benz Concept EQ and the successful inaugural show of the Mercedes-Benz Fashion Week Kuala Lumpur. With these and other lifestyle experiences, we are pleased to continue our multi-faceted approach as a luxury lifestyle brand. 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% 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.”

Mercedes-Benz Malaysia delivered 6,790 vehicles in 1H 2018, a 15% increase over 1H 2017 while a market share of 2.5% in total for 1H 2018 records an improvement of 0.2% from 1H 2017. Thus far this year, MBM’s locally-produced limousines namely the Mercedes-Benz C-, E-, and SClass, 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% and 20% 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% 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% increase compared to 1H 2017.


Please enter your comment!
Please enter your name here