EMC launches Integrated Service Campaign for Mercedes-Benz customers

Abu Dhabi, 7 July 2010:- Further confirming its leading practices in customer service, the flagship company of Al Fahim Group, Emirates Motor Company (EMC), has launched the Integrated Service Package (ISP) making it the only Mercedes-Benz dealership in the region to introduce a five-year service and maintenance package.

“This new service package is an initiative by EMC which involves us subsidizing the cost of a five-year service package to customers purchasing selective 2010 models in Abu Dhabi or Al Ain only,” stated Mr. Irfan Tansel, General Manager of EMC. “We have been studying our customers’ feedbacks to ensure that every new activity EMC raises is aligned to customers’ suggestions through the Voice of the Customer (VOC) relationship management system we established last year.”

EMC’s ISP is a comprehensive service and maintenance package of five years or 105,000 km including major and minor services, supplementary operations like transmission service, cooling fluids, brake fluids, carbon micro air filters, air and fuel filters, brake pads and discs as required due to wear and tear, wiper blade rubbers and engine drive belts as required during service operations, etc. EMC will offer the package to every customer purchasing Mercedes-Benz E, S, ML, GL, CL, SL or CLS 2010 models until stocks last. Customers who have recently purchased a new 2010 Mercedes-Benz, abovementioned models, from any of EMC’s branches will also have the opportunity to take advantage of this offer at a subsidized rate.

“According to customer ratings, our sales teams have earned an overall customer satisfaction score of 94% in the first five months of this year,” he continued. “Now, with the implementation of the Integrated Service Package coupled with our range of premium services and massive after-sales service capacity, we anticipate our customer satisfaction index (CSI) performance will further improve.”

In 2009, the Mercedes-Benz official distributor for the emirate of Abu Dhabi opened the largest Mercedes-Benz facility in the world in Mussafah to cater to the growing number of customers and present to them the ultimate in customer care and service. EMC’s one million square-foot dealership features a 4,382 sq meter showroom, 20,873 sq meter service centre with over 250 work-bays and latest RFID technology, 7,196 sq meter for spare parts, a multi-storey parking lot and staff accommodation.

Also available to EMC’s customers are user-friendly transportation services. For example, the dealership offers a courtesy minibus service from select destinations in Abu Dhabi to the new Mussafah facility. Should the customer prefer to travel alone into the city, EMC provides limousine taxis too.

Furthermore, Emirates Motor Company will soon be introducing a benefits card for customers in Abu Dhabi and Al Ain which will be their identification when interacting with any of EMC’s divisions across the capital. Card owners will also be able to shop at discounted rates in high-end and designer shops across the country. With all these customer-focused solutions, EMC emphasizes its vision of being the best in class in all that it does for and in the community.


About EMC:
As the flagship company of Al Fahim Group, Emirates Motor Company (EMC) symbolizes the phenomenal growth and success that Al Fahim has achieved. EMC is one of the Middle East’s leading distributors for Mercedes-Benz and owns the largest Mercedes-Benz facility in the world.

EMC has been the authorized general distributor for Mercedes-Benz in Abu Dhabi and Al Ain since 1962. From the beginning, dedicated customer service has played a major role in the company’s success. EMC is also the first Mercedes-Benz distributor in the Middle East to be awarded the ISO 9002 certification.

EMC markets, distributes and services all Mercedes-Benz vehicles, from luxury saloons to the largest trucks, and provides qualified service with the constant availability of genuine parts. Innovative customer-oriented marketing programmers, designed to provide comprehensive support to its loyal clientele, remain EMC’s focus.

Operations in Abu Dhabi are carried out from purpose-built premises with a well-integrated network of showrooms, offices, part depots and workshops. EMC serves a premium client segment in the region, including dignitaries, the UAE government, oil companies and the business community. Moreover, EMC is constantly involved in community-driven activities that include social, environmental, charity, and sports efforts.

Combining the finest marketing skills with state-of-the-art service facilities, EMC guarantees what the Mercedes-Benz name stands for, namely the highest level of customer satisfaction.

About Al Fahim Group:
Established in 1958 by late Abdul Jalil Al Fahim (mercy be upon him), Al Fahim Group is one of the largest family businesses in Abu Dhabi and in the UAE. In five decades, the business has transformed from a simple shop in Al Ain market into a remarkable, multi-faceted conglomerate with numerous business lines and an array of growth avenues.

Al Fahim Group has a stronghold on luxury car sales, provides specialized services to the oil and gas industry, and is the largest private sector owner of hotel rooms in UAE. Also, Al Fahim Group strategically invests in industrial development, travel & tourism and real estate.