Swedish Auto Setia Alam is Malaysia’s First Volvo Personal Service Dealership
Official certification sets new standards for after-sales customer care.
THURSDAY, 6 June 2024 – Sime Darby Swedish Auto Setia Alam has set a new bar for customer experience as the first dealership in Malaysia to offer Volvo Personal Service.
Volvo Personal Service is a pioneering initiative by Volvo Cars that represents a new approach to after-sales service by training Personal Service Technicians who take care of the entire service process from booking appointments, carrying out the service, performing invoicing and up to routine follow-up calls.
By having the same Personal Service Technician for every step of the way, Volvo customers will enjoy personalised contact, appointment scheduling, parts ordering, maintenance work, itemisation, and follow-ups, essentially putting the customer in direct and constant contact with the same person taking care of their car.
Personal Service Technicians are trained according to global standards set by Volvo Cars to perform service and repairs work in pairs for better efficiency and shorter customer waiting times. Following the pilot with Sime Darby Swedish Auto, Volvo Car Malaysia aims to certify more dealerships before the end of the year.
The official handover of the certificate from Volvo Car Malaysia was witnessed by Alan Scott Gascoyne, Head of After Sales, Retail & Distribution of Sime Darby Motors; Jeremy Cheong, Head of Operations for Sime Darby Swedish Auto; and Nixon Ng, Dealer Principal for Sime Darby Swedish Auto.
Godfrey Tom Fernandez, Customer Service Director of Volvo Car Malaysia, commented, “The introduction of Volvo Personal Service at our Setia Alam dealership is a game changer for our business and the industry. With customers dealing with the same technician every time they service their car, Personal Service Technicians will get to know their customers as well as their cars better. We commend Sime Darby Swedish Auto for taking this bold step towards the next level of personalised customer experience and for leading the rest of our dealer network.”
Nixon Ng, Dealer Principal for Sime Darby Swedish Auto, added, “Being the first certified retailer in the Volvo network to adopt Volvo Personal Service allows us to implement a new customer service standard in Malaysia’s automotive landscape. It is an honour to incorporate such a novel experience for our stakeholders within our operations.”
Apart from being the first dealership to be certified for Volvo Personal Service, Sime Darby Swedish Auto Setia Alam also holds the distinction in the Volvo Car retail network as the first Volvo Retail Sustainable Experience (VRSE) dealer facility with more sustainable operations processes and lower carbon emissions.
