Members of the Auto Body Repair Centre (ABRC) within the Mercedes-Benz South Africa (MBSA) approved panel shops recently converged in the Cape Winelands for their annual conference. The objective of the event is to ensure that the Mercedes-Benz approved panel shops set the benchmark and keep abreast of current trends and new technology.
"Mercedes-Benz has a rich technological heritage that has now evolved to include a strong digital focus in the business, and we are committed to ensuring that our suppliers and service providers offer our clients a superior customer experience by being fully equipped with our latest technology and innovations," says Edmin Naidoo, Divisional Head, Aftersales Division, Mercedes-Benz South Africa.
"With an extensive product range, we are constantly adopting new and class-leading technology to ensure that customers have the least amount of inconvenience and delay at their time of need. We strive to ensure that our approved panel shops are equipped to facilitate our customers' requirements when unforeseen situations arise," adds Naidoo.
Awards and accolades are always well received - Mercedes-Benz currently holds the Number One spot in the dealer satisfaction index survey for the following: Overall Brand, Parts category, Dealer Support and most satisfied in terms of efficiencies.
"These phenomenal awards serve as recognition of our endeavours and confirms that we are on the right track to achieving our goals of setting world-class benchmark standards in the industry. When measuring ourselves against our global counterparts, we rank number one for our Service 24h process adherence, which includes our latest product offering, Mercedes me connect," adds Naidoo.
"As our business is based on ensuring that we provide the best service to our customers' our goal is to bring our approved panel shops in line with these accolades that were achieved within our dealer network. Our ultimate goal still remains superior customer experience," added Naidoo.
Training is another important aspect in the world of Mercedes-Benz Aftersales as delegates are equipped with the expertise required to fulfil their duties far beyond everyday requirements, and to live the Mercedes-Benz brand promise of "The Best or Nothing".
"Our stringent requirements extended to the approved panel shops in order for them to display the Mercedes-Benz Star at their facilities, they need to meet specific training, quality and repair standards. These are subject to annual audits, in order to extend their approval year after year," added Naidoo.
Further areas covered was Accident management services, another offering by Mercedes-Benz giving customers assistance when required, through quality management with a firm commitment to fit genuine Mercedes-Benz parts only.
The highlight of the conference was the awards ceremony and trophies for the following categories were handed out to:
Best Business Growth
- Champions League Winner - Technostar Autobody Repair Centre
- Super League Winner - CMC Auto Panel
- Premier League Winner - Hugo's Panel Shop
ABRC of the Year
- Mercedes-Benz Body Repair Centre
"We congratulate all the winners and are confident that next year's event will showcase further inroads and advances that we have made in the industry," concludes Naidoo.