After a successful 2017 that saw Honda Malaysia achieving its highest ever sales record (109,511 units) and ranking No.2 globally in terms of market share, the company has announced that customer satisfaction will be its primary focus for 2018.
Among the initiatives outlined for 2018 are:
- Express Dealers to offer 90-minute fast service
- Adding seven more dealerships (totaling 100 outlets)
- Web portal for after-sales services – appointments, service history and job status
- Partnerships with vocational and automotive colleges
- Extended operating hours for Honda Toll Free line – 0900 to 2200 hours, including public holidays
The first of Honda’s Express Dealers, HZN Express in Glenmarie, Shah Alam, has started operations. The facility is able to complete regular maintenance jobs in 1.5 hours instead of the usual 2 hours. In addition to that, the company is also in the midst of implementing their new corporate identity at its dealerships.
To ensure that all its service centres are well staffed, Honda Malaysia is collaborating with a public vocational college and a local private automotive college where selected students and graduates will receive a 6-month training before becoming certified technicians for Honda Malaysia. The training will help prepare the graduates to follow their Fixed Right First Time (FRFT) standard.
A total of seven more dealerships will be opened this year, ranging from 2S to 3S centres, bringing the total dealership count to 100.
Honda Malaysia is setting up an After-sales Portal, a virtual touchpoint to make bookings for service appointments and track the progress status of vehicles, service history and product updates. This dedicated portal, optimized for both computers and mobile devices, is slated to go live later this year.
The company’s 1800 88 2020 customer care line previously operated only on weekdays from 9:00 am to 5:00 pm and was closed on public holidays. Now, the improved customer line operates from 9:00 am to 10:00 pm, daily including on public holidays.
Supporting all these initiatives is a total investment of RM 31 million, all to be invested within this year.