MAN Truck & Bus Middle East says it will soon launch a new initiative that uses customer feedback to continuously monitor the performance of MAN and its distributors. Called ‘CustomerFirst’, it is the first time that a commercial vehicles manufacturer will systematically record data on customer satisfaction to improve service quality in the region.
CustomerFirst has already had a positive impact in other markets for MAN leading it to be awarded at the German Excellence Awards 2018 in February in the “Products & Services – Customer Support” category.
The new programme was announced at the annual MAN Middle East After-Sales Conference which was held in Muscat, Oman in March. The event brought together importers from 14 Middle East countries as well as executives from MAN’s German headquarters and its Dubai regional office Dubai. MAN Truck & Bus Middle East’s Head of After-Sales Dr. Richard Brown said that the scheme ensures that MAN and its dealers are constantly delivering on their promises to customers over the days, months and years following the initial purchase of a vehicle. If MAN or its dealers are falling short, then a solution can be found early and quickly.
“The primary message of the conference was to focus on the latest Customer Experience Concept. Customer requirements are important as we want to react proactively and offer tailored solutions to meet their needs,” remarked Dr. Richard Brown.
Managing Director Franz Freiherr von Redwitz added that the programme is part of a suite of integrated after-sales solutions to ensure MAN is never too far away from a customer’s journey.
“Customers are more and more empowered and are looking for integrated solutions, end-to end and not just the product itself. An integrated offering is the key for future service contracts with every vehicle, we provide piece of mind so our customers can ‘focus on running their businesses’,” said von Redwitz.
Dr. Richard Brown added it is essential to introduce the CustomerFirst programme for the first time in the Middle East.
“Our focus is to be unified and offer a consistent experience across the Middle East. Through our close cooperation with regional partners, we can focus on offering products tailored for the regional requirements. The Middle East is different but unique and together with partners we need to see how to continuously innovate and customise our product offerings so we can be ready for the future.”