Ford has just 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.
Designed to offer increased convenience and speed of service, customers are not required to make appointments and can easily wait as their vehicles are being serviced. Each facility will be equipped with state-of-the-art infrastructure and technology, dedicated service bays, staff members, Ford-trained technicians and a customer waiting area with view of the service bays. The Quick Lane service centres in Malaysia will be located either within or adjacent to an existing Ford dealership facility. They will also be built in off-site locations which will help provide customers with easier access to reliable and quick services.
“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. Since Ford began its successful product-led transformation in Malaysia with the launch of the Ford Fiesta in 2010, the company has nearly tripled its market share, resulting in a rapid increase in the number of Ford customers. “At Quick Lane centres, customers will have the confidence of knowing their vehicles are being serviced by Ford-trained technicians using only quality original equipment parts,” explained Westerman.
The new Quick Lane service centres will provide speedy and competitively priced support for Ford models, old and new, and even other makes and models at select outlets. “Quick Lane is another proof point in our continued and successful partnership with Sime Darby Auto Connexion,” added Westerman. “The Quick Lane facilities will help us to better serve our customers, and win over non-Ford customers.” With Quick Lane, dealers will have the opportunity to further enhance relationships with existing customers through providing better and more comprehensive service experience, thus improving overall customer satisfaction. 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.
About Quick Lane 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. In the US, Quick Lane facilities have helped cut the average time for standard maintenance service visits from over an hour to less than 30 minutes.
