Mercedes-Benz Malaysia has reached an agreement with its retail partners to introduce the agency model in Malaysia, to meet the changed customer needs in the digital era.
In a statement, the company said the implementation of the Mercedes-Benz strategy in driving retail transformation will offer a holistic customer experience through direct sales of Mercedes-Benz cars.
As the first in this region, the implementation in Malaysia is expected in September 2023.
Mercedes-Benz Malaysia CEO and president Sagree Sardien said through a close partnership with its esteemed retail partners, the company will jointly embark in taking the next step towards revolutionizing its sales model.
“As the first in the region to implement the agency model for the brand, we are confident that this transformative leap will further enhance our brand’s presence and deliver an exceptional customer experience. Together, we look forward to an exciting journey in redefining automotive sales in a highly digital and technological era,” she said.
According to the statement, the new model will empower its customers to a seamless purchasing journey with one best price.
“Customers will have even more freedom to choose from a national stock, regardless of location or channel. They can conveniently switch between and combine the different contact points, regardless of whether they want to exchange ideas with product experts in its authorized dealership; obtain information and/or conclude the purchase contract online,” said the statement.
“Mercedes-Benz’s retail partners will maintain their pivotal role as experts and Brand Ambassadors, offering customers a luxurious experience at their retail network. They will play a crucial part in ensuring a seamless customer journey of omni-channel experience, from the initial research phase to the vehicle handover upon purchase,” it said.
It also said that the new agency model offers its retail partners the opportunity to concentrate even more than before on customers and their support.
