KUCHING, Sarawak: Proton has made thorough preparations to ensure after-sales readiness for the 2025 Proton X50 facelift, especially in East Malaysia.
In a statement, Proton said the regional parts centre in Kuching, Sarawak, plays a crucial role by ensuring that parts for the new X50 can be delivered within two days for urgent orders, supported by healthy stock levels to maintain service excellence.
Located in the Bintawa Industrial area, the facility spans 28,000 sq ft, making it three times larger than the previous warehouse, with a 200% increase in capacity.
It can handle up to six containers simultaneously.
Currently, it processes an average of 15 to 20 containers per month and operates at full capacity, able to hold between 3 and 3.5 months of stock.
The centre is also prepared to receive direct shipments from overseas, strengthening its role in ensuring timely supply.
“With growing customer demand in East Malaysia, this regional parts centre is the largest among OEM (original equipment manufacturer) competitors in Kuching. It functions as the main distribution hub for Sarawak and, if necessary, also supports Sabah," Proton Edar deputy CEO Zhang Qiang.
"Capable of delivering up to 6,000 orders per month, it allows Proton to meet dealer needs quickly and efficiently clear backlogs for customers,” he added.
In 2025, East Malaysia contributed 20.6% of Proton’s total sales volume, while market share increased from 19% in 2024 to 19.5% in 2025 during the same period.
With the momentum of the new X50 and the arrival of new models this year, this figure is expected to rise further.
The highly popular Saga remains the region’s best-selling model.
As of year-to-date 2025, the three top-selling Proton models in East Malaysia were the Saga with 13,619 units, followed by the Persona with 2,282 units and X50 with 1,387 units.
Proton continues to strengthen its Proton Operational Excellence (POE) programme in East Malaysia to deliver higher service standards.
The POE initiative enforces a comprehensive set of requirements covering service processes, technician skills, stock management, and customer engagement.
Its aim is to enhance outlet performance and improve operational efficiency across the service network nationwide.
Every outlet is evaluated monthly, with results shared transparently within the network.
The after sales division works closely with dealers to elevate service standards, while quarterly roadshows recognise top performers and promote best practices.
The top five outlets each month receive the 5-Star Dealer Award, establishing them as benchmarks of excellence in after-sales and customer service.
To ensure fairness, KPIs (key performance indicators) are set using dealer feedback and benchmarking against leading OEM practices.
“Customer satisfaction is always our ultimate goal. While we acknowledge there is more work ahead, every improvement brings us closer to achieving our target. We remain committed to delivering high-quality products, supported by an equally strong after-sales experience,” added Zhang Qiang.
