Mercedes-Benz owners in the northern region of Peninsular Malaysia, specifically Kedah and Perlis, can now enjoyed an enhanced ownership experience with the availability of the Mercedes-Benz Star Mobile Service. With this service offered by C&C Bintang, maintenance of the same high standard as that at authorised Mercedes-Benz service centres will be available at their homes.
“Our customers in the north have been requesting expanded coverage of our maintenance services for their Mercedes-Benz vehicles within the safety and comfort of home. By expanding our Mercedes-Benz Star Mobile Service coverage, we are bringing one of the most sought-after services to our customers and will improve overall customer satisfaction that has been an important focus of our Exceptional Journeys promise,” said the CEO of Cycle & Carriage Bintang Berhad, Wilfrid Foo.
On-site maintenance
First introduced in 2018 within the Klang Valley, the Mercedes-Benz Star Mobile Service has been providing owners with a variety of on-site maintenance by certified technicians fully equipped with the Xentry Diagnosis system. The service had been well-received since its inception, bringing convenience to thousands of customers.
For the northern region tour, the Mercedes-Benz Star Mobile Service will offer on-site maintenance services including battery and wiper change, air and combi filter inspection and dust filter replacement. The service will also include the disinfection of the vehicle at completion of service.
Special offer
Owners who call for the service between now and February 28, 2021, will be entitled to a waiver of the Star Mobile Travel Fee of RM 250.The first 30 owners also receive an exclusive Mercedes-Benz care kit after every service.
The Mercedes-Benz Star Mobile Service is available to all Mercedes-Benz owners, but an appointment has to be made first. Service appointments can be made daily (except on Sunday and public holidays), from Monday – Friday, 8.00 am – 5.00 pm and on Saturday, from 8.00 am – 12.00 noon.
Cycle & Carriage, associated for decades with the Mercedes-Benz brand, now has the first Mercedes-Benz virtual showroom in Malaysia. Responding to trends, the Cycle & Carriage Virtual Showroom offers the same high-touch retail engagement online that customers get with the physical retail experience.
“The low-touch economy spurred by e-commerce marketplaces has propelled a need for us to re-engineer our strategy in the luxury car segment. While our physical retail experience will certainly be here to stay, complementing it with an immersive online experience and seamlessly incorporating both channels would make the purchasing journey better for our customers,” said Cycle & Carriage Bintang CEO, Wilfrid Foo. “Our customers’ car-buying journeys can begin not just at our showroom, but at their fingertips. We hope that with a seamless offering, we can deliver on our promise of delivering Exceptional Journeys to our customers in ways that meet those needs.”
Immersive high-quality experience
Simulating a physical showroom, customers can virtually explore both the showroom and vehicles in an immersive experience. For now, there are nine Mercedes-Benz models on display. Visitors can select external and internal 360-degree views of the models, and customise them using the configurator.
There are also exclusive Cycle & Carriage Expert Review videos for more in-depth understanding, with detailed information also available just a click away. Once customers have previewed each vehicle and have an interest, they can also make an appointment for a test-drive at their preferred Cycle & Carriage Autohaus.
Meeting customers’ evolving needs
“We believe that to be a trusted dealer partner, we need to deliver on that promise of meeting our customers’ evolving needs. Our new virtual showroom is one of the many investments we are making to nurture the overall customer experience and together with our physical showrooms, our customers can begin their ownership journey with confidence,” added Mr. Foo.
Cycle & Carriage has been in existence since 1899, starting in Kuala Lumpur as a general goods store. It is today a leading regional automotive group in Southeast Asia that distributes, retails and provides aftersales services for passenger cars as well as commercial vehicles of various brands.
Listed on Bursa Malaysia, Cycle & Carriage Bintang is one of the leading dealer groups for Mercedes-Benz passenger and commercial vehicles, as well as a dealer group of FUSO commercial vehicles. It has 12 outlets across the country, with three Daimler AG-certified ‘Centre of Competence’ facilities.Cycle & Carriage Virtual Mercedes-Benz Showroom.
A new Mercedes-Benz Autohaus incorporating the latest Mercedes-Benz Retail Brand Presence has opened in the northern region of Malaysia. It is the first facility to showcase the German brand’s concept which is said to centre on the customer.
Operated by Cycle & Carriage Bintang Berhad (C&C), which originally brought Mercedes-Benz to Malaysia, the Autohaus is located in Alor Setar, Kedah, C&C has had a presence in the northern region for close to a decade, during which time it has built up a base of customers and fans of the brand.
The Autohaus is supported by a team of dedicated Star Assistants, Sales Executives, Product Experts and After-sales technicians with an in-depth understanding of its northern region customers’ needs. Needless to say, Mercedes-Benz Malaysia also provides additional support whenever needed.
Raising benchmarks
“Our mission to deliver ‘Exceptional Journeys’ throughout the customer journey is a continuous effort. We are embracing digital advancements to raise the benchmark of premium automotive retail and customer experience, while retaining the personal and human aspect that our customers have grown to love. In line with this commitment, we remain invested in our sites, systems and people and the Cycle & Carriage Alor Setar Autohaus is a testament to this,” said C&C CEO, Wilfrid Foo.
Congratulating the C&C team on the opening of the new Autohaus, Dr Claus Weidner, President & CEO of Mercedes-Benz Malaysia said: “The reintroduction of the Mercedes-Benz Autohaus in Alor Setar reflects our continuous effort in providing an upgraded retail experience for our northern region customers while retaining the Mercedes-Benz personality. We have merged automotive, technology, and luxury, as seen in our cars, making the retail experience just as gratifying as the drive.”
New architectural concept
All retail elements of the Cycle & Carriage Alor Setar Autohaus are considered and modernised with the Mercedes-Benz Retail Brand Presence; from the welcome area, sales and service to delivery, supported collectively by a personalised approach and digital elements.
The architectural layout and the way media are used are designed with fundamental processes in mind. It allows the architecture, media and processes to be regarded as components of an integrated element to optimise customer experience and stage vehicle display. They work together to enable a dealership experience characterised by a high-quality visitor environment, lightings to set the ambience in the showroom, smooth processes and a contemporary consultancy concept.
Spatial boundaries within the building are kept to a minimum to deliberately create an open-space feeling. A largely transparent building façade creates a flowing transition between the interior and exterior areas.
Strong focus on the customer
The entire showroom area is dedicated exclusively for customer service orientation without permanent workstations in the showroom. Leisure facilities for families at the hospitality cafe are available if they are waiting for their vehicles to be serviced.
At the waiting area, various seating arrangements are available, be it semi-public or a private area which can be selected flexibly for individual consultations in accordance with the preference of the customer. Salespersons and Product Experts will be on hand to offer information and other assistance.
The concept is modular in design and is oriented to the needs of customers and prospects. The flexibility and variability of the brand’s individual elements allow a high degree of spatial applications and formats. The result is a consistent application of the recognisable Mercedes-Benz Corporate Identity and Corporate Design. Furthermore, the new concept enables individual consultation and sales processes with a standardised global brand presence.
“We understand the value of establishing trust by first understanding the specific and personal needs of every customer who walks into a Cycle & Carriage dealership. Matching these needs promptly with the right channels, products or solutions is key and we are here to walk with customers through the entire process, as they begin their Exceptional Journey with us,” Mr. Foo explained.
“With the upgrades, Cycle & Carriage continues to ensure our presence delivers excellence to customers throughout our network across Malaysia, delivering on our promise of ‘Exceptional Journeys’,” Foo said, adding that the Johor Bharu Autohaus and Ipoh Autohaus will also be upgraded by the end of this year.
Cycle & Carriage Bintang Berhad (C&C) recently previewed the all-new Mercedes-AMG A35 4Matic Sedan to the AMG Owners Community Malaysia while hosting their intimate gathering to celebrate their first-ever anniversary of the club’s existence here in the country. (more…)
Mercedes-Benz Malaysia (MBM) has set the new benchmark when it comes to the level of luxury provides at showrooms thanks to their new brand presence at the elevated Cycle & Carriage Bintang dealership located in Mutiara Damansara. (more…)
Cycle & Carriage Bintang Berhad baru sahaja melancarkan perkhidmatan servis terkini mereka iaitu Mercedes-Benz Star Mobile. Buat pertama kali di Malaysia, para pelanggan di dalam kawasan Lembah Klang boleh menggunakan servis penyelengaraan kenderaan tanpa perlu hadir ke pusat servis berdekatan. (more…)
It has been announced that Cycle & Carriage Bintang Berhad (Cycle & Carriage Bintang) now has the largest network for certified body and paint collision repair facilities in Malaysia, following Daimler AG’s certification of the Cycle & Carriage Johor Bahru, Bukit Tengah and Batu Caves facilities as official Mercedes-Benz Body and Paint Centres. Cycle & Carriage Bintang’s customers in the Northern and Southern region, as well as the Klang Valley, can now enjoy peace of mind and confidence when restoring their Mercedes-Benz vehicles.
“In everything we do, we have our customers in mind at all times. The ‘Centre of Competence’ certification is an assurance that all Cycle & Carriage body and paint repairs are carried out according to the stringent global specifications set by Mercedes-Benz. Having three of our body and paint facilities awarded the certification is an impressive achievement. It reflects the quality of our after-sales teams who deliver our signature first class service to customers every step of the way,” said Cycle & Carriage Bintang CEO, Wilfrid Foo.
In early 2017, Cycle & Carriage’s Johor Bahru and Bukit Tengah service centres underwent an extensive facility and equipment upgrading process. In tandem with this, employees received specialised technical training and service process enhancement. Following which, both outlets were audited in the same year as part of the certification process, and were awarded the ‘Centre of Competence’ certification by Daimler AG. The Johor Bahru service centre spans over 32,000 sq ft and is equipped with 14 body and paint work bays, while Bukit Tengah is over 14,000 sq ft with five body and paint work bays.
Cycle & Carriage Bintang Batu Caves, the centralised body and paint collision repair centre for the Klang Valley, was first awarded the certification by Daimler AG in 2012. As part of the certification process, a re-audit was scheduled in November 2017. The Batu Caves Service Centre achieved the perfect score of 100 percent and is now recognised by Daimler AG as one of the highest-ranking centres for collision repairs in the world. Spanning over 45,000 sq ft with 22 body and paint work bays, the facility has the capacity to service 130 vehicles every month.
Cycle & Carriage Bintang’s network comprises 12 Autohauses nationwide which includes 10 After-Sales Autohauses across Malaysia. In 2016, Cycle & Carriage Bintang was awarded all top three spots in the Mercedes-Benz Malaysia Service Excellence Award in South East Asia for demonstrating strong aftersales standards. More recently, Cycle & Carriage Bintang received the highest Mercedes-Benz Malaysia Customer Satisfaction Index (CSI) rating for after sales for the second half of 2017 in Malaysia, with Cycle & Carriage Bintang (Northern) Sdn Bhd Bukit Tengah announced as the Champion in the competitor benchmark study.
