Despite a challenging 2020, Mercedes-Benz has managed to weather the roadblocks and delivered more than two million cars globally for the fifth consecutive year.
This was made possible through advanced digitisation in sales and service, as well as responding to the rapidly changing situations during the pandemic.
In 2020, Mercedes-Benz carried out many firsts, including hosting its first-ever digital premiere car launch, featuring the latest Mercedes-AMG compact cars. 2020 also saw the new Mercedes-AMG Compact car family's digital debut, with the all-new A 35 hatchback, A 45 S and the CLA 45 S.
The company also hosted its first-ever regional digital premiere of an all-new compact SUV model, the Mercedes-Benz GLB for Malaysia, Singapore and Indonesia, which is locally available in three variants – GLB 200 Progressive Line, GLB 250 4MATIC AMG Line and Mercedes-AMG GLB 35 4MATIC.
The year ended with another virtual launch of the new Mercedes-Benz GLA, namely the GLA 200 Progressive Line and GLA 250 AMG Line.
Mercedes-Benz Malaysia's CKD line-up still stands at 13 variants from five model lines; C-Class, E-Class and S-Class sedans, GLC and GLC Coupe SUVs, as well as two Mercedes-AMG models, the C 43 and the GLC 43 Coupe. The company aims to expand its CKD footprint with plans to localise additional models in the compact car and SUV segment this year.
In a continuous pursuit for the Best Customer Experience initiative, Mercedes-Benz Malaysia also unveiled newly-renovated luxury dealerships in Alor Setar and Kuala Lumpur, which features its first of a kind, Mercedes-Benz Lifestyle Accessories and Collection Boutique. This saw the transformation of a conventional point of sale to an immense point of experience, a place where a customer can meet the Mercedes-Benz brand and immerse themselves in a fascinating car purchasing and ownership journey.
Despite the pandemic, Customer Services saw a throughput of over 140,000 vehicles in 2020. This achievement was supported by various service differentiation offerings including extended service and warranty grace period, Express Service, Drop&Go, Door-to-Door, Star Mobile, and the implementation of Mercedes-Benz Star Shield Programme, covering comprehensive safety measures across dealerships nationwide.
On the talent front, 2020 witnessed the graduation of an additional 54 apprentices as they transform into globally certified technicians through the Advance Modern Apprenticeship Programme at the state of the art & purpose-built Training Academy in Klang Valley. The company’s commitment to accelerate talent growth in the country has benefitted over 940 graduates through this initiative, making it one of the nation’s most sought-after engineering training programmes in Malaysia.
Also in 2020, MBSM (Mercedes-Benz Services Malaysia) financed more than 50% of all Mercedes-Benz vehicles sold by authorised dealers in Malaysia and reached a concrete servicing portfolio of MYR 2.27 billion. It also recorded new contracts worth over RM 717 million and introduced new financing and insurance solutions, the Star Protect and Star Protect Plus programme.
For 2021, Mercedes-Benz would like to unlock the full potential of its unique sub-brands – AMG, Maybach, G-Class and leverage on its strength as a luxury brand to grow economic value and enhance the mix and positioning of the product portfolio.
Claus Weidner, President and CEO of Mercedes-Benz Malaysia said “We are cautiously optimistic about the auto industry’s recovery in 2021. Geared with our comprehensive customer-centric strategy, we are confident it will be an interesting journey as we innovate new ways we communicate and conduct businesses in the future together with our partners.”