Since 2007, when Sime Darby Auto ConneXion (SDAC) immediately took over the Ford business in Malaysia after the American carmaker withdrew from its joint venture, the exclusive distributor for the brand has been steadily building up its retail network. Fortunately, Sime Darby had already been Ford’s business partner for a long time (since the 1980s) and had its own dealer network selling Ford vehicles and providing aftersales services.
With the continuing sales growth leading to a larger customer base, SDAC has continued to expand its network to have a presence in more areas around the country. Soon, there will be a new Ford 3S Centre to serve customers and owners in the northern region of Peninsular Malaysia.
The Mitsubishi Motors network continues to grow in Malaysia with the opening of a new 3S Centre (Sales, Service & Spare parts) in Rawang, Selangor, recently. This brings the number of Mitsubishi Motors outlets in the Klang Valley to 16, with a total of 54 showrooms (out of which 49 are 3S Centres) and 55 service outlets nationwide.
The new outlet in Rawang is operated by Lofty Ambition (Rawang) Sdn Bhd which is not a newcomer as a Mitsubishi Motors authorised dealer. The company, which has been an authorised Mitsubishi Motors dealer since 2014, also operates three other outlets for the brand in Ipoh, Taiping, and Sitiawan in Perak.
Besides being strategically located to serve customers and Mitsubishi owners in the surrounding areas, the 3S facility is also accessible via the PLUS North-South Expressway, useful to note for travellers who may need assistance on their journeys.
Shinya Ikeda, CEO of Mitsubishi Motors Malaysia (right) with Sam Chang, Dealer Principal of Lofty Ambition Rawang.
The 3S centre consists of a 3-storey shoplot and has a built-up area of 4,000 square feet. It is designed in accordance with the Mitsubishi Motors’ brand identity and presents the brand’s global brand message: ‘Drive Your Ambition’.
Customers will be able to view new Mitsubishi models in the showroom while those who send their vehicles to the service centre can make use of a comfortable customer lounge which has complimentary wifi service. The service centre is fully equipped with the necessary tools for maintain Mitsubishi vehicles and the technicians have also been thoroughly trained for their work.
Congratulating Lofty Ambition for opening another Mitsubishi Motors showroom, Shinya Ikeda, CEO of Mitsubishi Motors Malaysia (MMM), said: “This goes to show the company’s confidence in the Mitsubishi brand, and commitment to further strengthen Mitsubishi’s presence and network in Malaysia. This new showroom is to serve our customers better in the Klang Valley as we see a huge potential for business growth, especially for the Triton pick-up truck and XPANDER 7-seater crossover.”
Mitsubishi Triton Phantom Plus, a limited edition of the popular pick-up truck.
Commenting on the business situation this year, Mr. Ikeda said that, during the first half of the year, MMM sold 12,261 cars, a 63% growth compared to the same period in 2021. “Our estimated market share is 4% and Mitsubishi Motors is retaining its position in the top three spot among non-national brands in Malaysia,” he added.
To know more about Mitsubishi Motors’ products and services in Malaysia or to locate an authorised dealer in the network, visit www.mitsubishi-motors.com.my.
Jaguar Land Rover Malaysia (JLRM), a 2-time winner of the Jaguar Land Rover Retailer of the Year (Asia Pacific) Award, recently upgraded its showroom at Sime Darby Motors City in Ara Damansara, Selangor. And the flagship showroom now has two extra ‘staff’ too – Robot Assistants!
Personalisation studio
The upgrading reflects JLRM’s ongoing strategy to reimagine the future by providing modern luxury to customers. As part of this journey forward, the Ara Damansara showroom offers bespoke capabilities with its personalisation studio. This includes a full-colour palette along with trim and upholstery materials for customers to touch and feel, as well as a detailed configurator which allows for customised specification of special-order vehicles.
Customers will be able to configure their vehicles in line with their preferred specifications, and have it visually simulated on a 75-inch screen based on the colour and specifications selected.
The introduction of the two Robot Assistants demonstrates JLRM’s efforts to embrace customer-facing autonomous service. The robots are part of a collaboration between JLRM and Secure Robotics, a leading provider of modern technologies in Malaysia.
Equipped with wireless internet connectivity, laser radar sensors, GPS and voice, facial and image recognition, the robots provide a novel experience for customers as well as allowing for better human resource management for the company.
The showroom has two Robot Assistants to welcome and help visitors. They are pictured with [from left] Kelvin Chuah, Head of Sales, Jaguar Land Rover Malaysia; Syed Ahmad Muzri Syed Faiz, Managing Director of Jaguar Land Rover Malaysia; Jeffrey Gan, Managing Director, Retail & Distribution, Sime Darby Motors Malaysia; and Dato’ Alby Chong, Group Chairman, Secure Group.“As part of Jaguar Land Rover Malaysia’s digital transformation, the introduction of the robot marks the next step in raising the bar for customer experiences. Furthermore, as Malaysia transitions into the endemic stage, the robot also allows for customer interaction with a reduced risk of transmission. There are wide applications for technologically-driven autonomous services such as this and we look forward to exploring this further,” said Jeffrey Gan, Managing Director, Retail & Distribution, Sime Darby Motors Malaysia.
“In line with our strategy to reimagine the future, we strive to offer modern luxury through unique customer experiences. The partnership with Secure Robotics provides the opportunity to leverage on advanced technology. We are piloting the robots at our Ara Damansara showroom and aim to continue this collaborative journey to expand our capabilities and further elevate the automotive experience for our customers,” added Syed Ahmad Muzri Syed Faiz, Managing Director of Jaguar Land Rover Malaysia.
Customers can personalise their vehicle with the bespoke services available at the showroom.
Enhancing the experience for visitors
Alongside the enhancement of services and elevated personalisation infrastructure for vehicles, JLRM is also currently developing a digital refreshment order management programme. Customers will be able to review menus and place orders through a digital platform at a designated dining area.
With these technologies in place, JLRM expects to further improve the customer experience for both purchasing and ownership at the showroom which is presently the largest Jaguar Land Rover facility in Southeast Asia.
For more information or directions to the showroom at Sime Darby Motors City (or other showrooms in Malaysia, visit www.jaguar.com.my or www.landrover.com.my.
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.
The Ferrari showroom in Petaling Jaya, Selangor, has undergone renovation which brings its appearance in accordance with the Italian brand’s latest Corporate Identity (CI) design. A total of RM3.5 million was spent for the renovation and refurbishment of the showroom which has been at the location since 2009. It is among the first few in Southeast Asia to incorporate the new CI.
‘Exclusive club’ for customers and owners
The showroom has two floors, covering a total of 11,900 sq ft, and can accommodate up to 7 cars. On the ground floor is the main display area which showcases the latest Ferrari models available for the Malaysian market. A customer lounge, finely furnished and equipped with a coffee bar, provides customers with a luxurious space that has a community feel and a sense of being at an exclusive club.
The Configuration Room
In the Configuration Room is a broad selection of materials and options as well as the exclusive ‘atelier’ panels which rotate and allow for the room to be closed off when discerning customers would prefer to design their Ferrari with peace and privacy. The experience provided is said to be comparable to that offered to Ferrari customers at the factory in Italy.
Also located on the ground floor is a brand experience video wall and a private consultation room. For those taking delivery of their car, a delivery area has been thoughtfully designed for owners to celebrate the occasion.
Ferrari Approved
The first floor is partially dedicated to Ferrari Approved, the brand’s pre-owned certification programme. The pre-owned models go through a meticulous 190-step check and are prepared to ensure that their new owners receive a Ferrari in world-class condition.
A Heritage Wall and library offer a glimpse into Ferrari’s history, legacy and the brand’s evolution into the automotive powerhouse that it is today. Last year, Ferrari claimed the title of the world’s strongest brand, according to the Brand Finance Global 500 report. Its strength was determined through a review of marketing investment, stakeholder equity, and business performance.
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.
Quill Automobiles, a BMW dealership situated in Petaling Jaya, Selangor, offers customers a new experience and expression that further elevates delivery of the BMW premium ownership experience.
The new showroom occupies a total built-up space of over 33,000 square feet in the heart of Petaling Jaya’s prime business district. Up to 14 BMW vehicles can be displayed at one time, which makes this dealership one of the largest of its kind in Malaysia.
Speaking at the opening event, Alex Tang, Dealer Principal of Quill Automobiles said: “For over a decade, Quill Automobiles have been delivering our commitment to the BMW premium ownership experience to our loyal customers in Petaling Jaya. This commitment is now further strengthened with the opening of our new showroom which reflects the newest experience and expression from the BMW brand.”
The right environment and ambience
Harald Hoelzl, MD of BMW Group Malaysia, meanwhile, added: “The needs of our customers have always been at the forefront of everything we do. While it is our priority to deliver award-winning vehicles and industry-leading services to our customers, it is also equally important that we create the right environment and ambience for this experience. Quill Automobiles are the experts when it comes to creating this experience and they have executed this excellently once again.”
In its new expression, Quill Automobiles now features a new Grand Klasse luxury boutique in addition to the BMW Customer Lounge, Isetta Bar and BMW Lifestyle area. The dealership also operates a full-fledged, stand-alone BMW Service Centre located in Section 13 of Petaling Jaya. This 58,500 square feet facility houses a complete service workshop and a body and paint facility.
Meeting all the needs of BMW customers
With a team of 90 dedicated staff members, the dealership offers the full suite of Sales, Services, Spare Parts and Systems (4S) for the BMW brand. It also functions as a BMW Premium Selection dealership, serving those who are looking for pre-owned vehicles.
Quill Automobiles is currently running its ‘X Marks the Future’ campaign for customers who purchase a brand-new BMW vehicle by December 31, 2019. They will be entitled to 10 entry forms to participate in a contest to win the latest Z4 sDrive 30i M Sport.
