Greater customer proximity through promoters

At the spare parts specialists Motorservice, promoters function as an additional interface to the customer. They are technically trained employees, who operate across several countries and work directly on site at both wholesale trade companies and repair shops. They are able to act quickly and proficiently with defined services and assistance and represent a communication bridge between distributors and their branches and the repair shop customers.

The promoters concept was introduced in 2010, and since then has gone from strength to strength. In the meantime, it has been further expanded and additional promoters have been hired.

"Our promoters have the advantage of being able to speak the relevant local language and have knowledge of the local culture. Due to their proximity in the country, they are able to provide information and act quickly. So far, we have received nothing but positive feedback about the concept," reports Hansjörg Rölle, a member of Aftermarket Division Management. Since 2016, there have been special employees in Italy, Hungary, Turkey and South Africa in addition to the existing promoters in Poland and Russian. Promoters have also been added for the USA, Chile, the Balkan region and the area of Morocco and Tunisia. With the addition of one further employee in Russia, the company currently has a total of 12 promoters across eleven countries.

Proximity to "point of repair"

Promoters act as an extension of an area sales manager and support customers in their day-to-day work. This might include, for example, identifying spare parts, procuring market information or determining the type of training that is required for the workshops. These well-trained employees also lead basic training courses themselves and are able to introduce customers to the latest Motorservice products and services. As a local contact person, they also operate at customer trade fairs, customer events and distributors' premises. In practice, Motorservice distinguishes between two types of promoters: those who find solutions to technical problems and those who offer support in sales-related areas.

Technical promoters focus on providing local training and resolving technical difficulties in the repair shop during installation of Motorservice products. These promoters also help to identify market-specific needs for spare parts and communicate closely with the relevant product manager.

On the other hand, the sales-oriented promoters provide extensive sales support and carry out local marketing activities. They use their local contacts to help with the procurement of Motorservice products at a retail level, in wholesale trade companies and in the repair shop.

About Motorservice

The Motorservice Group is the sales organisation for the global aftermarket activities of Rheinmetall Automotive. The company is a leading supplier of engine components for the aftermarket with its brands Kolbenschmidt, Pierburg, BF and TRW Engine Components. The comprehensive product range means that customers can obtain all engine components from one single source. As a problem solver for the trade and repair shops, Motorservice offers an extensive service package and the technical expertise that you would expect from the subsidiary of a technology company.

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