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Mercedes-Benz unveils a seamless customer experience through “Retail of the Future” agency model in Malaysia

KUALA LUMPUR - Mercedes-Benz has created a new way to purchase a new car, providing customers with a fully integrated and holistic buying experience in Malaysia.

 

6 September 2023

• As the 10th country and the first market in Southeast Asia, Mercedes-Benz Malaysia implements the “Retail of the Future” agency model, transforming the car buying experience for its customers.
• Mercedes-Benz's retail partners will maintain their pivotal role as experts and Brand Ambassadors, offering customers a luxurious experience at their retail network.
• The online showroom at Mercedes-Benz Store now offers one best price via a convenient portal and a seamless omni-channel experience.

“The launch of our agency model is an exciting time for us and our retail network. This new approach brings a host of benefits from providing our customers the true luxury of time – a luxury that enables customers to interact with our brand on their terms, at their convenience. The agency model makes sure that it doesn’t matter if you're shopping online, visiting a physical store, or doing both, our customers are offered with the best price and the process is smooth and clear.”

Amanda Zhang, CEO & President, Mercedes-Benz Malaysia 

Bettina Plangger, Vice President, Sales & Marketing, Mercedes-Benz Malaysia added, “The agency model is a business operation that puts our customers at the heart of it. It's designed to match the changing ways our customers shop, while also empowering our Retail Partners with a more streamlined and efficient business approach. This model also helps us work towards giving our customers with the best possible experience.”

 

One price, the best price: A seamless purchasing journey for consumers
The new agency model offers our customers with unmatched convenience and the luxury of time. It empowers customers with the freedom to interact with our brand whenever and wherever they prefer, providing an unparalleled array of choices from a wide national stock, all at a single, best price.

 

Whenever, wherever
Customers can conveniently switch between the Mercedes-Benz Store and or at our retail network, regardless of whether they want to exchange ideas with product experts or authorized agents; obtain information and/or conclude the purchase contract online.

They will continue to benefit from a comprehensive range of services at Mercedes-Benz's retail partners including vehicle sales, flexible financing options, maintenance and repair services, genuine parts availability, and warranty support. This convenient accessibility ensures a holistic ownership experience for customers.

 

Retail partners will continue as brand ambassadors
As brand ambassadors, Mercedes-Benz's retail partners will maintain their pivotal role in offering customers a luxurious experience in 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. The new agency model offers its retail partners the opportunity to concentrate even more than before on customers and their support.

Retail of the Future promotional image featuring the EQS