Car companies do their best to provide as much convenience as possible to customers and owners of their products. Whether it is enquiring about a new model or sending a vehicle for servicing, the more convenient it is, the better the experience of the brand.
For this reason, many companies have made their retail outlets 3S or 4S types, meaning sales, service and sale of spare parts are all at one location. ‘4S’ includes additional services such as accident repairs and refinishing. It is the norm these days and businessmen who wish to become dealers must be willing to make the big investments to build such facilities.
Volkswagen Passenger Cars Malaysia (VPCM) has followed this policy and can now say that virtually all its authorised dealerships in the country are now either 3S or 4S outlets, with the exception of one which is 2S (service and spares). There are currently 17 Volkswagen dealerships and one service partner, strategically located in key regions to provide customers with sales and aftersales services.
All dealer groups are equipped with the expertise, personnel and equipment to maintain Volkswagen models. In addition, VPCM is continuously working with its dealer partners to enhance customer satisfaction by providing professional, attentive, and top-level services. These efforts are evident in the Car.Advisor ratings given by customers. Car.Advisor is an independent third-party platform that manages customer satisfaction for the Volkswagen brand.
Volkswagen Malaysia has achieved an average 4.93/5 star for its sales experience on Car.Advisor, whilst aftersales services received 4.76/5 star (these annual results are as of April 2022). Ratings and reviews for each dealership are transparently shown on the website and accessible by the public.
Providing 3S and 4S outlets that offer the full range of services at one location is part of the company’s Volkswagen Cares initiative to enhance the ownership experience for customers. According to Erik Winter, Managing Director of VPCM, a smooth and memorable ownership experience is important. “Customer service makes all the difference because it elevates the ownership experience. Now with a strong network of 3S and 4S centres, we are providing convenience for Volkswagen owners from around the country. We are also practising transparency with our customer satisfaction because ratings and reviews are available on the Car.Advisor website, and this pushes us and our dealer partners to continue improving our offerings too,” he said.
Peugeot owners in the Klang Valley will be happy to note that Bermaz Auto Alliance Sdn. Bhd. (BAASB), the new representatives of the French brand, has officially opened its first Peugeot flagship 3S Centre in Glenmarie, Selangor. Located on the same site as the Peugeot 3S centre before, the new facility has the new Peugeot brand identity. After-sales support at this facility will also be available to owners of Citroen and DS vehicles.
The service facilities available include 21 service bays with the latest manufacturer’s diagnostic system equipment and maintenance tools. Fully trained technicians will ensure the vehicles are maintained and serviced for optimum performance.
Owners who wish to wait for their vehicles that are being serviced can make use of a comfortable waiting lounge with free refreshments and for those who want to also do some work, there are wifi connections available.
As part of the Bermaz Automotive group (which also handles the Mazda brand), Bermaz Auto Alliance aims to provide best ownership experience and will ensure full and comprehensive after-sales support, especially with warranty-related issues.
Appointments can be made online
The service centre operates from Mondays to Saturdays and offers online service appointments (available at customer.peugeot.com.my) for the convenience of owners. Roadside assistance is also available by calling1-800-22-3399 (24 hours availability).
BAASB currently offers the 2008 (above), 3008 and 5008 (below), all assembled at the Stellantis factory in Kedah.
Peugeot owners are urged to update their information with BAASB so that they can be properly supported and receive important communications relating to their vehicle. They can provide the information at baasb.com.my/Peugeot/ and are assured that all information will be kept and protected in accordance with Personal Data Protection Act of Malaysia.
Following the move by Jaguar Land Rover (Malaysia) Sdn Bhd (JLRM), a joint venture between SISMA Auto and Sime Darby, to consolidate its retail operations in Malaysia, SISMA Auto has announced the opening of SISMA Auto Hub, a new premium multi-brand 3S centre to buy, sell or service any brand of luxury car.
Located at the former Jaguar Land Rover 3S centre in Glenmarie, Shah Alam, Selangor, the new SISMA Auto Hub Glenmarie has a 14-car showroom and a 16-workbay service centre.
While SISMA Auto still retains significant interest in the Jaguar Land Rover business as a joint venture partner in JLRM, it now plans to leverage its more than 25 years as a franchise dealer for Jaguar, Land Rover and Volvo to offer the same premium 3S experience for any brand of luxury car.
Continuing to grow
The company aims to continue to grow with the Volvo Cars brand in Malaysia and has started construction of its flagship Volvo 3S facility in Sungai Besi, Kuala Lumpur. The 50,000 square foot facility spread over 4 floors, represents a significant expansion of SISMA Auto’s Volvo business. It is expected to commence operations by the end of 2022.
Aside from Jaguar Land Rover (Malaysia) and SISMA Auto Hub, the company currently operates two Volvo outlets – a sales showcase atBukit Bintang and Service and Selekt Centre in a Glenmarie, next to the SISMA Auto Hub.
“We believe that a premium 3S experience should be available to all luxury car owners. At SISMA Auto Hub, our highly trained team will provide the same level of exceptional service that you have come to expect from SISMA Auto,” said Syed Khalil bin Syed Ibrahim, Managing Director of SISMA Auto.
Car-buyers and Mitsubishi owners in the Klang Valley, specifically the Kota Damansara area, now have a new Mitsubishi 3S centre to serve then. Authorized dealer Millennium Autohaus Sdn Bhd recently opened a new 3S Centre which will offer sales, aftersales services and spare parts in the growing township. The new outlet joins the Mitsubishi Motors network which now numbers 15 throughout Malaysia.
The facility, which is easily accessible via the NKVE Highway, has a built-up area of 12,370 square feet. As a 3S centre, all services are on one site, so it is convenient for both customers and owners. For those interested in buying a new Mitsubishi vehicle, there is a spacious showroom to view the latest models while, for owners, the fully-equipped service centre has 5 bays for efficient daily throughput.
“Congratulations to Millennium Autohaus for opening a Mitsubishi Motors showroom here in the Klang Valley. As business operations have restored nationwide, Mitsubishi Motors is placing a lot of emphasis on enhancing our network development such as establishing more dealerships and upgrading our facility, as well as digitally advancing our platforms to provide our customers with the best shopping experience,” said Shinya Ikeda, CEO of Mitsubishi Motors Malaysia.
“MMM achieved a new record in October with 2,041 units of Mitsubishi Motors vehicles sold. We are appreciative of the government’s effort to extend the sales tax exemption until June 2022. This move will certainly help more Malaysians to purchase cars with extra savings and, at the same time, boost the nation’s economy through the automotive sector. We would also like to thank our customers for their great support and patience towards the Mitsubishi Motors brand. We will continue to enrich our customer’s touchpoints, providing them with more convenience and only the best,” he added.
The Triton pick-up and XPANDER MPV (below) are popular Mitsubishi models available at every authorised dealership.
As we gradually return to normalcy – but with a New Normal – activities in the auto industry are picking up again. Showrooms are resuming business and customers can visit them and even take test-drives (subject to the SOPs, of course). MN Wheels Sdn Bhd must be happy with the restrictions being lifted as it has been waiting to open its new 3S (sales, service and spare parts) outlet in Bukit Raja, Klang, Selangor.
Announcing the opening today, Mitsubishi Motors Malaysia (MMM) says it is the second Mitsubishi Motors showroom for the authorised dealership which has one more in Kuala Selangor. Both showrooms incorporate Mitsubishi Motors’ new corporate brand with the global tagline ‘Drive Your Ambition’. The corporate tagline underlines Mitsubishi Motors’ commitment to the values and aspirations of its drivers.
Latest models like the Outlander 7-seater SUV are available at the new Mitsubishi Motors dealership.
With a built-up area of close to 5,000 square feet, the new 3S Centre incorporates a comfortable customer lounge with wifi and displays of vehicles for visitors to view from any angle. As the ‘3S’ suggests, aftersales services are also available in the same location and there is a fully-equipped workshop with 3 service bays and trained technicians.
“Congratulations to MN Wheels for opening another Mitsubishi Motors showroom in Selangor. We have been in a very challenging business environment and despite that, MN Wheels have managed to complete the build-up of this impressive showroom with our new visual identity. This goes to show MN Wheels’ commitment to further strengthen Mitsubishi’s brand presence in Malaysia,” said Tomoyuki Shinnishi, CEO of Mitsubishi Motors Malaysia.
“With Mitsubishi Motors’ sales growing quickly and expected to increase over the coming years, we aim to open a new showroom in every quarter for Financial Year 2021 (ending March 2022),” he added. “This is part of our strategy that as we continue to grow, we put our customers at the forefront and as our utmost priority especially since we progressively work towards delivering the new XPANDER and Triton Athlete. We aim to serve our customers better in terms of sales and aftersales especially in the Klang Valley.”
SOPs for the protection of customers and staff will be followed in all areas of the dealership.
For more information about Mitsubishi vehicles in Malaysia and the locations of authorised dealers, visit www.mitsubishi-motors.com.my.
Making the purchase and ownership of cars as convenient as possible is important to retain customers so they continue with the brand the next time they replace or get an additional car. For many companies, providing convenience has been through making retail outlets 3S – offering sales, service and spare parts. In this way, they are a one-stop centre for all the customer’s needs, from the time of purchase through owning the vehicle.
Sime Darby Motors has gone further by not only having 3S outlets but also clustering them at one site so that customers can choose from a wider range of models from different brands without having to go to different locations. The site is the new Sime Darby Motors City located in the township of Ara Damansara within the Klang Valley, near Sultan Abdul Aziz Shah Airport (formerly Subang International Airport) which is claimed to be the largest automotive complex in Southeast Asia.
It is the realisation of an idea which has been considered for at least the past 30 years, perhaps gaining more relevance as the number of brands increased from the early ones such as Ford and BMW to now include Porsche, Hyundai, Jaguar, MINI, Motorrad (BMW motorcycles), Land Rover and Volvo. Though operational for over a year now, the official opening of Sime Darby Motors City has taken place only today due to COVID-19 pandemic and Movement Control Orders which restricted public events.
6 showrooms plus pre-owned business unit
The complex of 6 flagship showrooms and service centres is built on 8.6 acres of Sime Darby land adjacent to the highway to the airport. The built-up area is considerable – 1.3 million square feet – with up to 8 levels, some of which are for the service centres. It has a Green Building Index (GBI) certified facility built with sustainability in mind and incorporates technologies to cultivate a paperless organisational culture.
There is also an indoor facility with space for almost 100 vehicles that are managed by the Sime Darby Auto Selection unit dealing with pre-owned vehicles. Sime Darby Motors City also has mobility collaborations with SOCAR (a car-sharing network) and myTukar (an online used car trading platform).
Auto Bavaria has this special area for handover of new vehicles to customers.
First automotive facility with IoT
Each showroom has its own identity in keeping with the brand image, and aftersales services are provided with the highest standards, both in terms of equipment and personnel. Sime Darby Motors City is Malaysia’s first automotive facility that deploys Internet of Things (IoT) technologies, enabling improved service capacity, and supporting the company’s growth by accelerating efficiencies to deliver world-class services to its customers.
“As one of the key players in the automotive industry, Sime Darby Motors has always been committed to pursuing excellence as we strive to provide world-class services to our customers. The launch of Sime Darby Motors City is a testament to this steadfast commitment,” said Andrew Basham, Managing Director of Sime Darby Motors.
At the heart of the facility’s digital infrastructure is its Vehicle Tracking Management system which utilises a camera-based parking guide and customisable signages to ensure a higher level of guidance, security and convenience for the customer. It also allows for quicker collection of vehicles upon completion of service. Internally, the facility’s digitalised infrastructure communicates the status of each vehicle in real-time, ensuring greater efficiencies are achieved.
IoT-powered Automated Number Plate Recognition cameras have also been installed as part of a contactless self-check-in system, enabling customers’ appointment data to be accessed, upon their arrival. Concurrently, a service advisor will be alerted and automatically assigned to the customer, allowing for a seamless experience. The deployment of these technologies will be rolled out progressively throughout Sime Darby Motors City.
Customers visiting showrooms and service centres can relax and have snacks and drinks or even do work in comfortable surroundings.
RM570 million was spent on building Sime Darby Motors City so it is not a project that may be replicated in other parts of the country. “We have no plans for another similarly sized complex but we could explore other approaches in future,” said Jeffrey Gan, Managing Director, Retail and Distribution for Malaysia, Sime Darby Motors.
Future-ready for EV era
With an eye on the future of the business, Sime Darby Motors City is future-ready as the automotive industry continues to evolve towards EV. It is equipped with specialised EV-certified technicians and designated areas for EV charging, storage and repairs, which are currently available at Auto Bavaria, Auto Hyundai, Auto Performance and Swedish Auto, all of which have brands that offer electrified models.
Sime Darby Auto Performance, which represents the Porsche brand, has installed Malaysia’s first fast Direct Current (DC) high-performance charger, operational since September 2020, within its Porsche Centre. Capable of delivering a maximum of 175 kW, it is able to provide a nearly full charge within 36 minutes, which is at least 8 times faster than the fastest Alternating Current (AC) charger available at 22 kW.
Grand Launch Weekend
This weekend (April 16 – 18) will be a good time to visit Sime Darby Motors City as there will be a ‘Grand Launch Weekend’ event with attractive deals at all the showrooms. However, it is recommended that those going there contact the showroom they wish to visit so that an appointment can be made. This is to adhere to the government’s COVID-19 Standard Operating Procedures on crowd control and physical distancing.
Isuzu Malaysia Sdn Bhd recently had an official opening of its very first medium and heavy-duty (MHD) truck dealership in East Malaysia. Located in Kuching, Sarawak, this new MHD truck dealership is operated by Dai Max Automobile Sdn Bhd.
The dealership has 3S status, meaning it offers customers sales, service and spare parts. As its location is near industrial areas, it is readily accessible to many truck drivers whenever they require attention for their vehicles.
“We are very excited with the opening of Isuzu Malaysia’s first MHD truck dealership in Kuching which underscores our commitment to expanding our customer reach in this part of Malaysia, as well as strengthening our aftermarket services and maximising our customers’ satisfaction and trust in us,” said Koji Nakamura, CEO of Isuzu Malaysia, during the official opening ceremony.
“This dealership is designed to deliver exceptional sales and service experience to meet the needs of our customers throughout the region. With a large facility combined with a convenient location, it will definitely enable us to serve our East Malaysian customers better, thus contributing to their business productivity,” added Mr. Nakamura.
The premises of the new dealership cover roughly 3,000 square metres, with the service centre area taking up about 650 square metres. Dai Max Automobile took about 5 years to complete the new dealership which is built according to the latest service centre design. Its facilities allow easy manoeuvring of trucks for service or repair.
In addition, there are three extra bays for light commercial vehicles and light-duty vehicles, plus two extra bays for MHD trucks. The dealership also has ample parking spaces and efficient workshop layout for trucks that are waiting to be inspected.
The team of well-trained and skilled technicians use Isuzu’s latest diagnostic tools for all maintenance work. They always aim to minimise truck downtime so as to increase business efficiency for vehicle owners.
Amenities such as family-friendly customer lounge, prayer room and complimentary snacks and beverages are available for truck drivers to enjoy before they hit the road again once the truck is ready.
One of the latest Isuzu trucks available in Malaysia.
“With this new MHD truck dealership, our aim is to focus on potential customers, strengthening our team’s product knowledge and technical skills to support Isuzu Malaysia in achieving growth in this region. Through product innovation, quality service and people, we will be able to create new capabilities to provide the best support for our customers,” Mr. Nakamura promised.
“We will do this by providing competitive pricing for parts and technical services to exceed our customers’ expectations. This will eventually connect to fleet and parts sales, attract new fleet customers and create strong product and brand awareness,” he said.
The new dealership brings the total number of Isuzu MHD dealerships to 11, with 10 strategically located around Peninsular Malaysia.
Just as car models receive periodic refreshing and updates, so too do the brand identities and other elements of the retail side of the auto business. For authorised Nissan dealers in Malaysia, that time has come and dealerships are progressively switching to the new Nissan Retail Concept (NRC).
The latest is a Nissan 3S centre in Kota Bharu, Kelantan operated by newly appointed dealer, Edaran Nuri Sdn Bhd. With the new NRC, there is the promise of an improved customer experience and journey of Nissan brand. The exterior features iconic red Nissan tablet signage while the exciting ‘Nissan Drive’ sales and consultation areas greet customers with warmth and comfort.
Everything under one roof
The 3S Nissan Centre has a total built-up area of 12,260 square feet and its showroom can display up to 5 models simultaneously. Within the same site is a service centre with 3 bays which can handle up to 15 vehicles per day.
Additional facilities include a cafe-styled customer lounge, free wifi and kids’ area. As taking delivery of a new Nissan is a special occasion, there’s an exclusive delivery bay for customers to receive their vehicles.
“Customer satisfaction is our main priority, and it is important that we work closely with our dealer to serve our customers better. The Nissan Retail Concept is our commitment in providing customers with high quality services and after-sales offerings from the minute they arrive,” said Mr Christopher Tan, Sales & Marketing Director of Edaran Tan Chong Motor, the distributor of Nissan vehicles for over 50 years.
SOPs observed
Mr. Tan gave assurance that, in line with government Standard Operating Procedures to curb Covid-19, Nissan showrooms and service centres nationwide carry out temperature checking and social distancing for all staff and customers. Nissan staff wear face masks, while face masks, gloves and hand sanitizers are freely available to customers, if required. Frequent disinfecting is carried out at the showrooms and service centres throughout the day covering every touchpoint including display and test drive vehicles, as well as all customer vehicles before and after service. During this period, contactless payments are encouraged.
For more information on the Nissan network in Malaysia, visit www.nissan.com.my.
In its aim to increase its presence in the country, Volvo Car Malaysia has not forgotten East Malaysia. Last November, it appointed Sebangga Mitsinbo Sdn. Bhd as a dealer-partner in Sabah and recently, the same business partner opened a new 3S (Sales, Service & Spare Parts) centre in Kota Kinabalu, Sabah.
Sebangga Mitsinbo Sdn. Bhd. (part of the Sebangga Group and formerly known as Sebangga Auto) joins Volvo Car Malaysia’s network of 13 dealers across the country. It is the sole authorised Volvo car dealer for the state of Sabah.
“Volvo Car Malaysia and the Sebangga Group share the same vision of protecting what is important, which is why we are honoured to have Sebangga Mitsinbo as our 14th 3S centre in Malaysia. As a brand, we want to enable a dynamic driving experience for our Sabahan customers, as they journey on the road, in life and with the brand, while also caring for the planet through a more sustainable drive with Volvo Cars,” said Nalin Jain, MD of Volvo Car Malaysia.
“With the establishment of a 3S centre in Kota Kinabalu, it reinforces our commitment to make roads safer – our vision is that no one should be seriously injured or killed in a new Volvo car. With this partnership, our hope for this new dealership is to make premium, safe and quality vehicles accessible to the Sabahan community and from there, spur a movement of being safe on the road,” he added.
Volvo Retail Experience
Inspired by the brand’s Scandinavian-inspired ideals and heritage, the Sebangga Mitsinbo 3S Centre adheres to Volvo Car’s retail standard – the Volvo Retail Experience (VRE). The open space and minimalistic-but-functional furniture are part of the Volvo design language which creates a contemporary luxury experience.
The two-storey space features a showroom at the ground floor, a service centre, a Volvo Car Lifestyle Collection and an Accessories showcase. Volvo’s latest models will be on display and visitors can request for test drives of the XC40, XC60, XC90, S60 and S90.
XC40 – one of the Volvo models in the current range.
“This partnership with Volvo resonates well with our vision, in that we, too, value life above all. With Volvo being the pioneers in automotive safety, we are proud to carry the brand under our group and continue to strengthen their position as well as our mutual goal in protecting what is important. The addition of this 3S centre here in Sabah is part of our journey together with Volvo to help make roads safer for passengers and vehicles,” said Dato’ Arif Ambrose Ng, Chairman of Sebangga Group.
“At Volvo Cars, we understand that the value, quality and accessibility of services are just as important as the car, which is why we remain committed to ensuring that all of our customers experience a seamless and premium journey of acquiring and owning a Volvo car,” said Mr. Nalin.
The Klang Valley has a high concentration of vehicles, many of which are Hondas and over the years, Honda Malaysia has been expanding its dealer network to minimise distances owners and customers have to go to find an authorised dealership to buy a Honda or to have their vehicle serviced.
Recently, the network gained another 3S outlet in Shah Alam, Selangor, which is the 28th Honda 3S Centre in the company’s Central region. The new outlet, operated by Elmina Motors, is strategically located with easy access via Guthrie Corridor Expressway (GCE), New Klang Valley Expressway (NKVE), North-South Expressway (NSE) and the upcoming Damansara-Shah Alam Elevated Expressway (DASH).
Elmina Motors invested RM21.8 million in the new Honda 3S Centre which sits on an 85,377 sq. foot property. As a 3S centre, it offers complete sales and after-sales services to customers. Its service centre has 20 bays with specialised areas for jobs involving tyres and air-conditioning and electrical systems.
The facility meets Honda standards in all aspects and customers can also enjoy a variety of amenities such as comfortable lounges and complimentary wifi services. There is also free flow of food and beverages in the pantry area and a Kid’s Corner but these two areas are temporarily closed in view of the current RMCO (Recovery Movement Control Order) situation. All Honda dealerships adhere to the Standard Operating Procedures.
A surau is also available, along with car wash services and roadtax/insurance coverage renewal services.
“In view of the government’s strategies in resuming businesses, we believe the new Honda 3S Centre will contribute to Honda Malaysia’s effort to support the nation’s economy. The timing is opportune as it also provides another conveniently-located Honda showroom for customers to visit and test drive any Honda model, especially the three exciting models that we launched this year – the All-New Accord, New Civic and New BR-V. This is even more impeccable with the price reductions for Honda models after the announcement of the sales tax exemption by the government of Malaysia,” said Honda Malaysia’s Managing Director and CEO, Toichi Ishiyama.
Mr. Ishiyama believes the opening of the new Honda 3S Centre can support the increase in after-sales service intakes in the Selangor area. In 2019, the company recorded more than 647,100 service intakes in the Central region, a 5.4% increase from the service intakes in 2018.
“With such encouraging growth, Honda Malaysia is continuously working hard to improve in order to provide excellent after-sales services to further elevate customer satisfaction,” he said.
