Announcement of 'MAN CORE 360' Strategy to Maximize Customer Value
Expansion of Service Touchpoints... Enhanced Response Efficiency through the App
German premium commercial vehicle brand MAN Truck & Bus Group will expand its service centers in Korea to 23 locations within this year and introduce a "downtime compensation program" to partially support losses incurred due to vehicle downtime, as part of its efforts to enhance customer service.
At the MAN Truck & Bus Korea press conference held on the 26th at the Grand Hyatt Seoul, Thomas Hemmerich, Executive Vice President of MAN Truck & Bus Group (from left), Jesper Nystr?m, Chief Director of TRATON & MAN Financial Services, and Peter Anderson, President of MAN Truck & Bus Korea, are engaging in a Q&A session with reporters. Photo by Noh Kyungjo
On June 26, MAN Truck & Bus Korea held a press conference at the Grand Hyatt Seoul to mark the first anniversary of its domestic launch, introducing "MAN CORE 360," a strategy aimed at maximizing customer value through advanced service offerings.
The press conference was attended by Thomas Hemmerich, Executive Vice President of Sales International at MAN Truck & Bus Group; Jesper Nystr?m, Chief Director of TRATON & MAN Financial Services (MFS); and Peter Anderson, President of MAN Truck & Bus Korea.
MAN CORE 360 is a comprehensive service advancement strategy covering the entire vehicle lifecycle and consists of four elements: expansion of the service network, launch of new applications (apps), various programs to enhance customer value, and innovation based on systematic workforce development.
President Peter Anderson stated, "As part of our service network expansion, we opened our third directly operated service center in Korea in Busan on June 25. In the fourth quarter, we plan to open a new service center in Icheon."
Through these efforts, MAN Truck & Bus Korea will establish a nationwide network of 23 service centers. The Busan center will provide specialized services for tractors handling import and export cargo and will serve as a key hub for completing the nationwide maintenance system by region.
The "My MAN" app, scheduled for launch next month, will be the first among imported commercial vehicle brands to offer a vehicle maintenance reservation feature. The app will also provide services such as accident repair estimates and vehicle function manuals. Anderson emphasized, "Customers can reserve a service center at their desired location and time, enabling us to respond to customers very quickly and efficiently."
A customer loyalty program has also been introduced. Anderson said, "Since yesterday (June 25), we have been distributing loyalty cards to customers. There are three tiers?Elite, Prestige, and Classic?based on the number of years a customer has owned a MAN truck, with benefits varying by tier."
He added, "Points accumulated when using service centers can be used like cash, and we plan to gradually expand the range and types of benefits based on customer feedback in the future."
MAN Truck & Bus Korea also plans to support losses incurred by customers who are unable to operate their vehicles due to accidents or repairs, reflecting the characteristics of the domestic commercial vehicle market, which consists largely of individual business owners. The "downtime compensation program," to be introduced for the first time in the industry in the second half of this year, can be applied for via the app. This program adds downtime compensation to the existing compensation for accident repairs, parts, and residual value.
Nam Kyungseop, CEO of MAN Financial Services, said, "Although the specific amount of compensation has not been determined, we plan to set a maximum period of several months and provide partial monetary compensation."
Peter Anderson, President of MAN Truck Bus Korea, held a press conference on the 1st anniversary of the domestic launch at the Grand Hyatt Seoul on the 26th, introducing 'MAN CORE 360,' a strategy to maximize customer value through service advancement. Photo by Noh Kyungjo
On this day, group executives visiting from the German headquarters pledged to increase investment in the Korean market. Hemmerich, Executive Vice President of the Group, stated, "Korea, as the lead country in the Australasia (South Asia) cluster, holds an important position in our global strategy, and we plan to continue making ongoing investments in the future."
Nystr?m, Chief Director of MFS, announced that MAN Financial Services, launched last year, has quickly established itself in the domestic commercial vehicle finance market, doubling its acquisition rate within just one year of launch.
Director Nystr?m said, "We quickly gained trust based on innovative financial products that reduce the financial burden on customers. In the second half of this year, we will further strengthen our competitiveness by introducing new customer-tailored financial solutions, such as the downtime compensation program."
Meanwhile, in the second half of the year, MAN Truck & Bus will expand its Euro 6E-compliant product lineup and introduce new models with enhanced product competitiveness, such as a new 540-horsepower dump truck, to boost sales.
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