“Close to the customer as much as possible” is the operational philosophy of Hansung Motor’s service centers. This is also the reason why the Yangjae and Samsung service centers are located where they are. The ideal location for customer visits is, quite simply, where customers are nearby.
On the 24th, with spring’s haze rising, I visited the Yangjae and Samsung service centers of Hansung Motor, the official dealer for Mercedes-Benz.
The Yangjae and Samsung service centers of Hansung Motor are representative quick maintenance centers located in the city to enhance customer accessibility. First, I visited the Yangjae service center. When you turn your head toward the Daechi-dong direction at the educational development center intersection in Yangjae-dong, you’ll see a stylish seven-story glass building topped with a triangular star cap.
The Benz Yangjae service center opened in 2017 and will celebrate its fifth anniversary this September. Branch Manager Lee Hyung-jin emphasized, “The accessibility for customers from nearby Tower Palace, Eunma Apartment, Apgujeong, and Seocho is very good,” noting that customer inflow is over a third higher than other quick maintenance centers operated by Hansung Motor. Many Benz customers living in Gangnam and Seocho find the Yangjae service center convenient due to its geographic advantages.
Qualified mechanics holding certifications recognized by Mercedes-Benz headquarters work at the Yangjae service center. To complete vehicle inspections at times requested by customers, two to three mechanics work in the express service lane depending on the situation. This allows for flexible manpower deployment to meet appointment times.
The work areas on the second and third basement levels are bustling. Each floor has five work bays – a total of 10 – where the mechanics working on express services are sweating it out. Cars waiting for inspection and those finished are busy moving up and down via the vehicle elevator. Among the cars waiting for inspection, there were both new models and a 2005 S-Class (W220), demonstrating that even older vehicles frequently visit this facility.
The Yangjae service center is an EQ certified maintenance center. On average, 60 to 100 vehicles for inspection arrive each day, with 10% being EQ pure electric models. The branch manager predicts that as EQ sales models increase, the service proportion for EQ vehicles will also rise.
The Yangjae service center is a picturesque spot. The Yangjae Stream flows beside the service center. The branch manager proudly noted, “Many customers enjoy strolling along the Yangjae Stream while sipping coffee.”
The Yangjae service center utilizes marketing through KakaoTalk Plus Friends. The branch manager explained, “Through KakaoTalk Plus Friends, we conduct small events exclusive to Yangjae, such as gifting bags to customers who change their tires while receiving vehicle service.” Currently, there are 3,626 KakaoTalk friends at the Yangjae service center, the highest among the service centers.
After Yangjae, I headed to the Samsung service center. The Samsung service center is adjacent to the upscale office town of Seolleung. It is located just a two-minute walk from Seonjeongneung Station, emphasizing its prime location.
Opened in 2017 to improve accessibility for customers in the Gangnam area, the Samsung service center’s Branch Manager Nam Kook-taek highlighted, “Customers from not only Gangnam but also Jamsil, Songpa, and Seongsu-dong visit the Samsung service center,” emphasizing its geographical advantages.
Manager Nam explained, “When the center gets busy, we provide coupons so customers can wait at nearby coffee shops or screen golf places, showcasing the unique perks of the Samsung service center.”
What are the advantages of a quick shop? Manager Nam explained, “It’s like going to a local clinic for a cold and a university hospital for a serious illness.” Quick oil changes and tire replacements are handled at the quick shop, while major damages and extensive repairs are addressed at larger service facilities.
Samsung service center is preparing to receive EQ maintenance certification. Occasionally, if customers mistakenly think that EQ maintenance is available and come by, we search for nearby service centers that can perform inspections and implement a complimentary delivery service to ease the burden for trusted customers.
Manager Nam emphasized that “due to the advantages of such a quick shop, the turnover rate is 1.5 times higher than other service centers.” Since COVID, there has been a marked increase in customers utilizing the complimentary pickup and delivery service.
“When mechanics diagnose issues with a customer’s vehicle, they send a video to the customer’s phone through Mercedes-Benz’s CitNow system for immediate explanation,” Manager Nam said. The adage, “A picture is worth a thousand words,” holds true here, as customers can visualize the explanation easily; enhancing communication between customers and mechanics.
With the complimentary pickup and delivery service, there has been some hassle of employees carrying card terminals to the customers’ homes. However, Mercedes-Benz Korea introduced a digital payment system called DS-DPAY to eliminate this inconvenience. Customers can easily enter their card information and make payments as soon as the repair is confirmed.
Hansung Motor has implemented an SRS online reservation system. Customers can select their desired service center online and book appointments for available dates and times. The SRS online reservation system is updated in real-time on the reception desk staff’s computer monitor.
Branch Manager Nam emphasized, “Hansung Motor is the first company in Korea to import and sell Mercedes-Benz and has a 35-year history, with 26 service centers nationwide, ensuring smooth service in any region.” He added, “Since 2011, we have maintained unparalleled competitiveness by receiving KS certification in our maintenance services.”
Lee Sang-jin daedusj@autodiary.kr