virtual showroom Archives

Mercedes-Benz Malaysia pushes ahead with enhanced brand experience

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For many years now, one of the industry events early in years has been a presentation of the previous year’s performance by Mercedes-Benz Malaysia (MBM), and a look at its plans for the new year. Unfortunately, with the MCO and concerns about the COVID-19 pandemic, physical interactions have to be minimized and events with big groups are out of the question.

Virtual showroom
So this year, the presentation is done in the good old fashioned way with a press release. The New Normal ties in with the launch of its e-commerce platform, a virtual showroom that allows customers to find out more about the German models online.

*Mercedes-Benz Malaysia Virtual Showroom*

“2020 placed great demands on us as a society. Despite the challenges, the situation also presented us with an opportunity to be more resilient and agile in this new technology-led environment. While the safety and of our customers is our top priority, we explore innovative ways to optimize our offerings. The virtual showroom is an example of our pursuit in continuous digitalisation effort to bring the best experiences for our customers,” said Dr Claus Weidner, President & CEO of Mercedes-Benz Malaysia.

In 2020, MBM hosted its first ever digital premiere car launch for the latest Mercedes-AMG compact cars, with the digital debut of the new all-new A 35 hatchback, A 45 S and the CLA 45 S. The company also hosted its first regional digital premiere of the all-new GLB SUV for Malaysia, Singapore and Indonesia, and ended the year ended with a virtual launch of the new GLA.

*Detailed quality checks at the assembly plant in Pekan, Pahang.*

The models assembled locally at the plant in Pekan, Pahang, still stand at 13 variants from 5 model lines – C-Class, E-Class and S-Class sedans; GLC and GLC Coupe SUVs; as well as two Mercedes-AMG models, the C 43 and the GLC 43 Coupe. That’s certainly a big difference from the period before MBM started when only 3 model lines (and a couple of variants) were assembled – the C-Class, E-Class and S-Class. The company plans to localise additional models in the compact car and SUV segment this year.

In the continuous pursuit of the Best Customer Experience initiative, Mercedes-Benz dealerships in Alor Setar and Kuala Lumpur were also renovated substantially to be more luxurious. This saw the transformation of a conventional point of sale to a place where a customer can encounter the brand family and immerse themselves in a fascinating car purchasing and ownership journey. The first of its kind Mercedes-Benz Lifestyle Accessories and Collection Boutique was also opened.

One-stop solution for customers
Despite the pandemic, customer services providing customers with aftersales support saw a throughput of over 140,000 vehicles in 2020. This achievement was supported by various service differentiation offerings including extended service and warranty grace period (due to the MCO), Express Service, Drop&Go, Door-to-Door, Star Mobile, and the implementation of Mercedes-Benz Star Shield Programme, covering comprehensive safety measures across dealerships nationwide.

*Star Mobile is managed by Cycle & Carriage in the northern region.*

Other highlights included the introduction of the Mercedes-Benz Original Tyre Programme, which makes its dealer network now a one-stop service provider, and the implementation of various contactless convenience include the Mercedes me Adapter and Online Appointment booking.

Mercedes-Benz Financial services
Mercedes-Benz Services Malaysia (MBSM) has been offering a range of comprehensive and innovative finance and insurance solutions for Mercedes-Benz customers when purchasing their new vehicles. MBSM financed more than 50% of all Mercedes-Benz vehicles sold by authorised dealers in Malaysia and reached a concrete servicing portfolio of RM2.27 billion. It also recorded new contracts worth over RM717 million and introduced new financing and insurance solutions, the Star Protect and Star Protect Plus programme.

Going forward
MBM has a comprehensive strategy to further enhance its position in current luxury and performance segment. Amidst a challenging year ahead, the company intends to build a strong momentum by offering desirable and innovative products by leveraging its strength as a luxury brand and grow local economic value.

“We are cautiously optimistic about the auto industry’s recovery in 2021. Geared with our comprehensive customer-centric strategy, we are confident it will be an interesting journey as we innovate new ways we communicate and conduct businesses in the future together with our partners,” said Dr. Weidner.

“We want to assure our new and existing customers that we are with them throughout their ownership. We have accelerated most of our efforts to combine physical and digital touchpoints for a seamless customer journey. From dealerships with luxurious brand presence to digital launches and virtual showroom– it is all now easily accessible from anywhere. This new and improved presence is meant to simplify processes and enhance our brand experience by leveraging data and technology in this era,” added Michael Jopp, Vice-President of Sales & Marketing.

The new Mercedes-Benz GLB-class

Cycle & Carriage Bintang opens a Mercedes-Benz Virtual Showroom

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.

Volkswagen has an online showroom

Were you planning on getting a new Volkswagen this month and then the Movement Control Order (MCO) started and you can’t get to the showroom to finalise the purchase? Don’t worry because Volkswagen Passenger Cars Malaysia (VPCM) has one outlet even in your pyjamas at 2 am!

It’s the Volkswagen eShowroom where you can find out about the various models available and start the purchase process. Special rebates are also offered for bookings made during the period specified so you can also save money. Additionally, these exclusive deals are also available on its flagship store on Lazada.

The eShowroom exclusive savings are on top of the ongoing promotion campaign. Customers who make a booking for a model and are entitled to the exclusive offers must register and take delivery of their vehicle by June 30, 2020.

In the event delivery by June 30, 2020 is not possible (due to any additional government-imposed MCO), VPCM will provide further extension and inform customers accordingly.

At present, the eShowroom has 8 models/variants to choose from. Although production of the Beetle ended last year, there are still a few units left so don’t miss the last opportunity to own a ‘future classic’.

VPCM has given assurance to existing owners that if their vehicle’s service appointment happens to fall within the MCO period (currently March 18 to April 14 2020, the company will still honour the warranty.

The Roadside Assistance service will remain operational for owners who can call the toll-free number at 1-800-88-2389. Your vehicle will be towed to the nearest authorized dealer but repair work will only commence after the MCO ends. Customer Care services remain available during this period and can be contacted by calling 1-800-18-8947.

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