Ford’s stellar growth over the past couple of years came not without challenges. One of the biggest problems faced by local distributors Sime Darby Auto Connexion and the Ford owners they serve is the classic problem of sales growth outstripping after sales capacity, resulting in deterioration of service. Servicing backlogs that stretch up to two months are not uncommon in some service centres; there just aren’t enough of them around to cope with demand.
To alleviate that problem, Ford today announced plans to launch eight Quick Lane service centres within the coming year, in collaboration with Sime Darby Auto Connexion (SDAC), to expand its customer service network in Malaysia. Quick Lane facilities are dedicated quick service operations equipped to handle routine vehicle maintenance and minor-repair needs quickly – including oil and filter changes, brake systems, tyres, minor exhaust systems rectifications, tune-ups and alignments.
Quick Lane centres began in the US in 1998 and are expanding to Asia Pacific to cater to the increasing demands of the fast-growing worldwide after-sales market. According to Ford, Quick Lane facilities in the US have helped cut the average time for standard maintenance service visits from over an hour to less than 30 minutes.
Designed to give customers quick turn-around time for their serving, the Quick Lane centres are equipped with dedicated service bays and manned by Ford-trained personnel. The centres will be located either within or adjacent to an existing Ford dealership facility; some will be built in off-site locations as well.
“The launch of Quick Lane will help us to better serve and service our fast growing number of Ford customers in Malaysia with a customer experience and aftersales service that is every bit as world-class as our global Ford vehicles,” said David Westerman, managing director, Malaysia and Asia Pacific Emerging Markets, Ford Motor Company.
The new Quick Lane facilities are part of Ford’s ongoing network development plan in Malaysia – which includes increasing the number of Ford showrooms to over 50 locations nationwide in 2014 – to help further enhance the overall Ford ownership experience and growing demand for Ford vehicles and services in the country.
To further promote the concept, Ford will provide end-to-end support to dealers who launch Quick Lane facilities. This support ranges across facility set-up assistance, state-of-the-art infrastructure and technology, on-site training, launch support as well as advertising and marketing.