Delivering the service to the customer

With the aid of its "Promotors," aftermarket specialist MS Motorservice International GmbH is again broadening its service and training activities as well as creating additional interfaces with customers. Technically trained staff throughout the world are acting as the "extended arm" of a regional sales manager within a specific market by being locally available at short notice for competent and defined services and assistance at wholesalers' workshops.

Trained promoters explaining technical details

The first Promotor pilot project was carried out together with a major customer in Poland back in 2010. In 2015, the program was extended to Russia, and since 2016 there has been a Promotor in Italy, Hungary, Turkey, and South Africa. The advantage of these specialists is their knowledge of the local language and culture which, combined with residence in the region, enables them to inform themselves and take immediate action when required. Promotors liaise between wholesalers, their branches and repair shop customers. In this way, Motorservice is creating greater customer proximity and focusing its brands more closely at the point of repair.

Concept going down well
Promotor staff assist customers in their day-to-day work such as in parts identification, procuring market information or determining any training requirements for workshop personnel. Where expedient they will also organize basic training courses and introduce customers to the latest products and services available from Motorservice. As the local contact, Promotors can also be involved in customer fairs, customer events or events staged by wholesalers. They are integrated with the Motorservice business model through the respective regional manager, the sales administration staff or the trainers in the distributor organization.

"So far customer response has been positive throughout," reports Hansjörg Rölle, member of the Aftermarket management team. "The Promotors assist in making a success of customer business and achieving the ambitious goals that Motorservice has set itself. This special service is also instrumental in strengthening customer loyalty. After all, only satisfied customers will turn to Motorservice and not to a competitor for their next order."

Promotors are planned for other countries, too, and preparations are already underway. 

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