Mercedes-Benz Malaysia has come to an agreement with its retail partners for the implementation of the agency model for its vehicle sales operations in Malaysia, aimed at offering the best possible customer experience, says the company.
The development is in light of changed customer needs in the digital era, while its retail partners will continue to represent the brand as experts and brand ambassadors throughout the brand’s retail network.
The introduction of the agency model aims to bring customers a seamless purchasing process with one best price on offer for the model considered, and offer customers even more freedom to choose from a national inventory regardless of location or channel, says the company.
Customers may switch between different contact points or combine them, whether the customer chooses to exchange ideas with product experts in an authorised dealership, obtain information or conclude the purchase contract online, it continued.
“Through a close partnership with our esteemed retail partners, we will jointly embark on taking the next step towards revolutionising our sales model. As the first in the region to implement the agency model for the brand, we are confident that this transformative leap will further enhance our brand’s presence and deliver an exceptional customer experience,” said Mercedes-Benz Malaysia CEO and president Sagree Sardien.
“This progress is driven by changes in customer behaviour in the digital age, and we want to make it as easy as possible for our customers to interact with us. It doesn’t matter if it’s digital or physical, as the agency model supports us in seamlessly connecting all contact points,” said Mercedes-Benz Malaysia VP of sales and marketing Bettina Planger.
An announcement by Hap Seng Consolidated to Bursa Malaysia in May revealed that Mercedes-Benz Malaysia began working on the agency model that has been implemented in parts of Europe. The agency model for Mercedes-Benz sees that the sales contract with the customer will be with Mercedes-Benz rather than with a dealership, who will serve as an agent who will be paid a fee for their sales service.
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Ok Great, next month BMW sales is going to up again.
Pui to Mercedes Malaysia, mercedes models sells with empty safety spec but poor quality (specifically the “all-new” GLC which has nothing new inside) but with CBU, come with poor quality
Maybe this is the shakeup that consumers need? Mercedes Benz listening to customer’s requirement instead of offering “take it or leave it” options via dealers. I know BMW owners who have ongoing issues but BMW Malaysia don’t want to resolve it directly. Instead they leave it to the dealers to resolve it. An example is the latest G20 3-series Tie-rod issue. Ask any G20 owner…
You must be mercedes fanboy. If mercedes malaysia is listening to the customers then how come mercedes owners still can’t able to relief from having issues. At least, now BMW Malaysia already listen to the BMW owners who have ongoing issues and I know that BMW Malaysia didn’t seriously take that but now already listen. And also first, did you also own both of BMW or Mercedes or you just crying while simply talking nonsense.
All car brands have problems. But seriously there are so many new mercedes owners have give lots of problems like noises everywhere, plastic everywhere, steering rack and screen also lagging. Which is very serious for mercedes as getting from bad to worse compare to BMW
Even Mercedes now no more offering discounts to customers
Don’t buy Mercedes…. “Tin Kosong, Cheap Quality”
meh overpriced junk, now with TESLA bye bye kereta yahudi