In a bid to adapt to the changing landscape of the digital era and cater to evolving customer needs, Mercedes-Benz has recently collaborated with its retail partners in Malaysia to implement the agency model. This new approach aims to provide customers with a seamless purchasing journey and an unparalleled level of service.
Under the agency model, Mercedes-Benz customers will enjoy the convenience of a unified pricing structure, ensuring they receive the best price available. Regardless of their location or preferred sales channel, customers will have the freedom to choose from a national stock of vehicles. They can effortlessly transition between different touchpoints, whether it involves engaging with product experts at authorized dealerships or accessing information and finalizing their purchase online.
Crucially, Mercedes-Benz’s retail partners will continue to serve as brand representatives, maintaining their expertise and acting as trusted ambassadors for the company. They will play a vital role in delivering a luxurious experience to customers within their retail network. Throughout the entire customer journey, from initial research to vehicle handover, retail partners will facilitate an omni-channel experience, ensuring a seamless transition between various stages.
With the implementation of the agency model, retail partners will have an opportunity to concentrate even more on customer support and satisfaction. They will continue to offer a comprehensive range of services, including vehicle sales, flexible financing options, maintenance and repair services, availability of genuine parts, and warranty support. This focus on accessibility guarantees a holistic ownership experience for Mercedes-Benz customers, further solidifying the brand’s commitment to their satisfaction.
