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.
The premium automaker also reinforces its local digital footprint with the launch of its e-commerce platform, a virtual showroom that allows customers to browse their dream cars online.
Now available for both new and Mercedes-Benz Certified pre-owned cars, customers can use this feature to instantly search for stock availability, calculate financing option and directly request a quote from their preferred dealer.
Mercedes-Benz Malaysia president and CEO Dr Claus Weidner said 2020 placed great demands on everyone 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,” he said.
Dr Weidner also said: "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.”
Dr Claus (left) and Jopp.
Mercedes-Benz Malaysia vice-president of sales and marketing Michael Jopp said the company wanted its new and existing customers that it would be 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," he said.
Despite the major challenges posed by the COVID-19 pandemic, Mercedes-Benz has globally delivered more than two million cars for the fifth consecutive year.
Through advanced digitisation in sales and service, Mercedes-Benz was able to respond to the rapidly changing situation and during the pandemic.
As the leader in the premium luxury segment, Mercedes-Benz continues to redefine mobility with a holistic brand showcase of future mobility, innovative technology and a stellar product line up to meet customer’s preferences in Malaysia.
Last year, In 2020, Mercedes-Benz hosted its first ever digital premiere car launch, featuring the latest Mercedes-AMG compact cars. 2020 also saw the digital debut of the new Mercedes-AMG Compact car family, with the all-new A 35 hatchback, A 45 S and the CLA 45 S.
The company also hosted its first regional digital premiere of an all-new compact SUV model, the Mercedes-Benz GLB for Malaysia, Singapore and Indonesia, which is locally available in three variants – GLB 200 Progressive Line, GLB 250 4MATIC AMG Line and Mercedes-AMG GLB 35 4MATIC.
Last year ended with another virtual launch of the new Mercedes-Benz GLA in the form of GLA 200 Progressive Line and GLA 250 AMG Line.
Its impressive CKD production line-up still stands at 13 variants from five 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.
The company aims to expand its CKD footprint with 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 Malaysia also unveiled newly-renovated luxury dealerships in Alor Setar and Kuala Lumpur, which features the first of its kind, Mercedes-Benz Lifestyle Accessories and Collection Boutique.
This saw the transformation of a conventional point of sale to an immense point of experience, a place where a customer can encounter the Mercedes-Benz Cars brand family and immerse themselves in a fascinating car purchasing and ownership journey.
Despite the pandemic, Customer Services 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, 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.
Other key highlights include the introduction of the Mercedes-Benz Original Tyre Programme, which makes its dealer network now a one-stop service provider and the implementation ofvarious contactless convenience include the Mercedes me Adapter and Online Appointment
booking.
On the talent front, 2020 witnessed the graduation of an additional 54 apprentices as they transformed into globally certified technicians through the Advance Modern Apprenticeship Programme at the state of the art and purpose-built Training Academy in Klang Valley.
The company’s commitment to accelerate talent growth in the country has benefitted over 940 graduates through this initiative, making it one of the nation’s most sought-after engineering training programmes in Malaysia.
The Advanced Modern Apprenticeship provides the best-in-class training module in developing the best automotive talents, unlike any other similar programmes in the country.
During the course, students go through the latest technical knowledge and diagnostic skills in line with the advanced technology of Mercedes-Benz products.
Upon completion, students will receive three certifications; Mercedes-Benz Automotive Mechatronic Training Certificate, Mercedes-Benz Qualified Maintenance Technician Certificate, and National Dual Training System Certificate, equivalent to the Malaysian Skills Certificate Level 3 (SKM 3), guaranteed with a four-year employment.
The Advance Modern Apprenticeship programme goes digital in 2020 with a new programme on Qualified Body & Paint Specialist.
Meanwhile, Mercedes-Benz Services Malaysia financed more than 50% of all Mercedes-Benz vehicles sold by authorised dealers in Malaysia and reached a concrete servicing portfolio of RM2.27bil.
It also recorded new contracts worth over RM717mil and introduced new financing and insurance solutions, the Star Protect and Star Protect Plus programme.
