Mercedes-Benz Outlines Benchmark Position in Customer Orientation

Weststar Associates, Sole Authorized General Distributors of Mercedes-Benz in Nigeria, in close collaboration with the manufacturer of the Mercedes-Benz Brand- Daimler AG, the After-sales Truck division of Weststar Associates and Tetralog Nigeria Limited (One of Weststar’s Authorized Dealers for Mercedes-Benz) recently organized a “Service Camp” for Truck Fleet Operators in Enugu and Lagos regions.

This, according to Weststar is part of its strategic directions aimed at achieving superior after-sales quality of service and enhancing customer relationship.

First implemented two years ago by the auto company, the service camps according to the General Manager of the After-Sales division Mr. Michael Bromberger, illustrate the benefits of the After-Sales Services to all valued Mercedes-Benz clients and prospects, as Truck owners get to enjoy free general vehicle inspections and diagnostic checks.

“Mercedes-Benz trucks are known for their reliability and efficiency worldwide so customers have similar high expectations in regards to service and genuine Mercedes-Benz parts availability. To fulfill these expectations, we have setup a strong countrywide dealer network across the country. It is the first time a service camp has taken place in the Enugu region by Tetralog Nigeria Limited, one of its dealerships for Mercedes-Benz trucks.

The service camps are also supported by Daimler AG with a technical truck specialist called “Flying Doctor”, a highly qualified technician who is operative around the World. Working together with a Flying Doctor from Daimler was indeed a highlight for the technical team at Weststar, Tetralog and technicians of the customers as well. Present at the event was a film crew of Daimler for media coverage which will be used for a documentary (titled “Road Stars”) showcasing the Mercedes-Benz Trucks in the different operational environments worldwide.”

There was a presentation of genuine parts side-by-side counterfeits to showcase their disparities and further emphasize how imperative it is to stick to the use of original spare parts, as this guarantees the safety and longevity of the Mercedes-Benz products. The Service Camp is one of the many important milestones achieved at targeting high customer satisfaction. Customers can rely on the technical expertise of the Mercedes-Benz professionals for high quality maintenance and repair services. This will ultimately contribute to the building and sustenance of a stronger workhorse fleet for Mercedes-Benz truck owners in the Nigerian commercial sector.

According to a statement released by Weststar, “our technicians are regularly qualified by certified trainers of the Mercedes-Benz manufacturer (Daimler AG) and Weststar at our own in-house training departments both in Lagos and Abuja.

“These technical trainings which also involve our customers is to keep all stakeholders up-to-date with the developing trends and evolving technologies in the automotive industry.

Weststar offers successful driver trainings and technical trainings that are unique to the Mercedes-Benz brand as a very important tool in regards to the reduction of the total cost of ownership and has built up nationwide parts logistic centers to enable swift delivery of genuine spare parts and reduce the downtime of trucks out of operation.

“Since inception of the technical training department, Weststar has successfully trained over 500 participants involved with the use of Mercedes-Benz vehicles such as customers, drivers and staff. We believe it’s a great step towards reducing unemployment by educating and encouraging youths to take up technical career paths in the future”– Mirko Plath (CEO/MD, Weststar Associates).

The Service Camp holds biannually and its frequency could be increased depending on customer requests.

*Photo shows participants listening to one of the instructors at one of the service camps.


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