Mercedes-Benz Malaysia to adopt agency model. Here's what it means to customers

KUALA LUMPUR. Mercedes-Benz has reached an agreement with its retail partners on the key points to introduce the agency model in Malaysia from September.

It said the move is aimed at keeping pace with the changed customer needs in the digital era.

Under the agency concept, customers are expected to have a seamless purchasing journey with one best price.

They 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 authorised dealership; obtain information and/or conclude the purchase contract online.

Mercedes-Benz's dealers will maintain their role as experts and "brand ambassadors", offering customers a luxurious experience at their retail network.

They will play their 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 is said to offer dealers the chance to focus even more than ever on customers and their support.

Customers will continue to benefit from a comprehensive range of services at retail, including vehicle sales, flexible financing options,
maintenance and repair services, genuine parts availability and warranty support.

Mercedes-Benz Malaysia CEO and president Sagree Sardien said the company is the first in the region to implement the agency model.

"Through a close partnership with our esteemed retail partners, we will jointly embark in taking the next step towards revolutionising our sales model."