Aftersales services are an essential part of the automotive business and provide an important revenue source for car companies. Where selling cars was once enough for small dealers, today’s competitive environment requires a more extensive range of services, preferably at one location for customers’ convenience.
This has led to the more common ‘3S’ outlet where sales, service and spare parts sales are offered. Although there are some outlets that just display new cars, many dealerships invest in 3S facilities which require big investments.
The 4S outlet
Then there’s also the ‘4S’ outlet which includes body and paint (B&P) services which require specialised equipment and training. Not all dealers will have 4S outlets as there is additional investment required and high standards are set by the automakers who have appointed them.
B&P services by authorised dealers are, in fact, necessary as a little known point about accident repairs for cars under warranty is that they must be done properly and authorised dealers are trained to ensure that. This is not only related to structural repairs but also the repainting which must be done correctly to ensure that body protection (against corrosion) is as good as new.
Up till the 1970s, repairs were usually done by small workshops with basic equipment. Cars were simpler then and as long as the body could be repaired and then repainted, that was enough for most owners. There were also few electronic systems to worry about when repairing.
Professional repair services
As cars became more sophisticated, the need for more professional repair services grew and the automakers started to train their authorised dealers to provide such services. Specialised equipment was also developed and could restore deformed structures accurately, with technical information from the manufacturers. Painting processes also became more advanced, with refinishing almost as good as a factory finish (thought it can never be 100% similar).
As mentioned earlier, bigger dealerships have B&P services at some of their outlets and some like EON (Edaran Otomobil Nasional Berhad) also provide the serves at a standalone facility supporting its dealerships representing various brands.
Multi-brand facility
EON (a subsidiary of DRB-HICOM) has opened its first dedicated Body & Paint Hub in Glenmarie, Shah Alam, Selangor as part of the company’s effort to expand its aftersales capabilities beyond the point of sale for the brands it represents.
The hub provides B&P services for vehicles of the Proton (and Proton e.MAS in due course), Mitsubishi Motors, Volkswagen/Audi and smart brands which EON has authorised dealerships handling. Its equipment, processes have been assessed and certified by the respective brands to undertake such work, and personnel have received the necessary training.
Meeting automakers’ high standards
That the EON B&P Hub has been approved by a German automaker like Volkswagen/Audi indicates its processes and quality of work would be of a very high standard, benefitting owners of other brands. While each brand will also have specific requirements, some processes would generally apply to the whole facility.
Measuring 41,508 square feet, the facility is among the larger B&P facilities in the country. It has 39 bays, 3 paint mixing rooms and 4 closed spray booths. The personnel are fully trained to carry out repairs and repainting, and also to ensure that ADAS (Advanced Driver Assistance Systems) sensors are properly recalibrated after reinstallation.
As EON is already a well known company, having been the domestic distribution and marketing company of Proton for many decades, it is recognised and trusted by the insurance industry so it can handle all claims, removing the need for customers to restrict themselves to specific panels when seeking repairs.
Speaking at the opening of the B&P Hub, EON’s Chief Executive Officer, Akkbar Danial, said: “At EON, our relationship with customers does not end when a new vehicle drives out of the showroom. We believe every touchpoint throughout the ownership journey is an opportunity for us to deliver value, build trust, and create meaningful experiences. This new Body & Paint Hub enables us to fulfil this.”
Future plans
Depending on the growth of the business, EON has indicated that it is examining further expansion of the Body & Paint Hub concept. Future sites are likely to be located where the company already maintains a multi-brand presence, allowing it to make use of existing infrastructure and improve access for customers.