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Automotive Assistance | Mondial Assistance Malaysia

Automotive Assistance

Keeping One Step Ahead

Keeping one step ahead in a world of constants would be easy. But this is not the case. And certainly not for the automotive industry. The only constant here is that things are always changing. Manufacturing processes, environmental and safety standards, and of course, Customers. Customers are more knowledgeable than ever, and expect increasingly more for their money.

With these pieces of the puzzle putting tremendous pressure on the auto industry, suppliers have to reassess how they work, and to think outside the box. They must meet the challenges head on, or simply lose business. In this context, Mondial Assistance has flourished. We are not only meeting the industry’s demands, but we’re also staying one step ahead.

Mondial Assistance Malaysia - Automotive services

We're here to help

You may very well ask how we do this? We were created in 1974 to help motorists and auto manufacturers alike. This has been our mission from the very beginning. And thinking outside the box? It’s always been second nature to us. We realised early on that if we couldn’t identify our customers’ expectations and continually innovate new solutions to meet their changing needs, then we wouldn’t be fulfilling our mission to help. And we wouldn’t be able to stay ahead.

We Make it Our Business to Know Your Business

Today we have 35 years of expertise under our belt, and are the largest assistance organisation in the world. We didn’t get to where we are by digging in our heels when change was in the air.
No, we’re where we are because we have spent the past 35 years listening to you and your customers, learning your business, assessing your needs, challenging the status quo and adapting our methods and offers to your ever-changing environment. An example? Telematics. Since 2002 we’ve invested heavily in this booming technology. Today, Telematics, from vehicle tracking to remote door unlock, is just one of the ways we keep you and your customers satisfied.

Our Help Knows Mo Limits

We help auto industry clients and customers 24/7 in more than 60 countries worldwide with solutions that are made to measure.  Made to measure? That’s right! We understand that everyone’s unique. To honour this, we adapt everything we do to ensure that we deliver solutions designed specifically for you. Whether it’s Roadside Assistance, Accident Management, Telematics, Shortfall Insurance, Extended Warranties, Service and Maintenance Management, or CRM. The choice is endless. And we make sure that every solution is exactly right, everywhere, every time.
Mondial Assistance Malaysia - 24 hours mechanic

Yes, We Distribute To You Too!

You might be a Vehicle Manufacturer, Dealer Group, Importer, Leasing or Rental Car company or a Fleet Management business. Or maybe you’re a Bank, Insurer, Petrol or Tyre Retailer, or any business with assistance or customer service needs. That’s good! We design and distribute our products to each and every one of you. So, why not contact us today and let us know how we can help.


1. Roadside Assistance

Most of us know what it’s like to experience a flat tyre or even an overheated engine. And for those who do not, one day you just might. Our vehicle and roadside assistance services such as fast on-site repairs, professional recovery services and seamless replacement car provision are designed for such times and to get you back on track as quickly as possible. Because we know that no matter how big or small the mishap may be, no one ever wants to be stuck on the side of the road, stranded at home or anywhere else.

Our services start as soon as you pick up the phone and contact one of our roadside assistance platforms. Our assistance coordinator organises services according to your request and entitlement. Our roadside assistance is not limited to automobiles. We also provide services for motorbikes, trucks, buses and boats.

Our roadside assistance products are available to clients in the following industries:

2. Extended & Used Car Warranty

It may come as little surprise that Warranty is one of our greatest areas of expertise. We have years of experience managing self-funded and insured solutions working with the world’s largest and most secure underwriter. Combine this with our proven track record of delivering warranty sales growth, cost control and service excellence and the results speak for themselves. Today we are one of the leading suppliers of customised used and extended warranty packages worldwide. And we count major brand names BMW, Mazda, Mercedes-Benz, Audi, Nissan, Honda and Volkswagen among our satisfied customers.

What do our warranty packages include? A world of added value. We can provide our customers with industry leading web-based technology that is intuitive to use and requires minimal re-keying of vehicle and customer data. It is accessible round the clock, 365 days a year and our dealers will find it quick and convenient to use. In addition, we can offer made-to-order web portals that drive B2B2C warranty activity delivering valuable additional revenue opportunities and customer retention.

So call us today to see what we can do for you!

Mondial Assistance Malaysia - Telematics

3. Telematics

Pioneers since the beginning

Since the year 2000, we have been one of the pioneers of pan-European Telematics-based call centre service delivery - initially with Mercedes (T-Mobile Traffic) and then with Volvo On Call. We were the first assistance company to propose Telematics-based services across as many as 9 European countries. Today, we provide our clients with B-Call and E-Call.

  • B-Call is a service that responds to calls made from customers who require assistance and drive a vehicle equipped with a telematics capability black box.

  • E-Call is a service that responds to incidents and RTA's if the vehicle warns that an airbag has been deployed. It helps to establish the exact assistance required for the driver and any passengers. E-Call also provides Theft Notification and Stolen Vehicle Tracking solutions.

As a member of the Allianz Group, we at Mondial Assistance can leverage the Group's Telematics platform and technology and offer a complete solution to clients who need it. This includes call centre services as well as the various elements of connectivity, which make up the Telematics value chain: an up and running end-to-end Telematics solution. We can also offer the potential to link these services to extremely competitive pay-per-use motor insurance solutions.
Mondial Assistance Malaysia - customer relationship management

4. Customer Relationship Management

We understand that building customer relations and securing customer loyalty is a dedicated and ongoing process that requires both expertise and a human approach. This is why we provide manufacturers with expert CRM services at all stages of customer relations – pre-sales, sales and after-sales.

Our manufacture -focused call centre platforms make outbound calls to existing or potential manufacturer customers. We pre-qualify potential purchases of new vehicles before passing this information on to the manufacturer dealer network.

Our CRM call centre platforms also manage in-bound calls on behalf of manufacturers to qualify and respond to product / service enquiries from potential customers before passing this information on to their networks.

After a sale is made, our CRM platform operators make outbound calls to existing owners of the manufacturer’s brand. We qualify the customer’s needs, remind them of their 'MOT' or technical control date, and organise and confirm appointments with the network. We also manage sales of add-on services such as Extended Warranties.

Mondial Assistance offers their corporate clients :

  • extremely cost competitive In-bound and Out-bound telephone services that gives clients more control over their marketing activity and facilitates a 'one view' of customers

  • proven ability to help improve lead conversions and consequently increase sales 

  • sophisticated customer service provision to optimise customer satisfaction levels

Mondial Assistance Malaysia - Tires Insurance

5. Tyre Insurance & Assistance

Taking care of your tyres

What better way to confront a competitive market than with a comprehensive value-added offer? Our tyre insurance and assistance package does just this. It provides on-the-spot breakdown and towing services. It also covers replacement or repair costs if your tyres have been vandalised or you’ve had the misfortune of hitting a sharp object and puncturing them.

How does it work? It’s very simple. Whenever a customer buys tyres, the manufacturer or vending dealer provides the customer with a tyre mobility certificate. This added value offer has proven its worth many times over. Experience shows that it reinforces brand position, and increases customer satisfaction and the likelihood that they’ll be back to repurchase!

Protecting you from vehicle depreciation

No matter how robust or excellent quality your car, it is destined for depreciation. Depreciation affects virtually all automobiles. So, to help protect you from this market reality, we have designed a solution. It's called Shortfall Insurance, or GAP (Guaranteed Asset Protection), and aims to protect against any financial loss that may be incurred as a result of a total loss of the vehicle due to an accident, fire or theft. It is particularly useful for customers who purchase their vehicle through financing. GAP will pay the difference between the motor insurer's payout and any outstanding financing on the vehicle.

Mondial Assistance Malaysia - GAP Insurance

6. Short Fall/ GAP Insurance

Here’s how it works

Let’s say you paid €15,000 for your car and still owe €14,250. It is stolen and vandalised or has been extremely damaged in an accident, and your motor insurance payout following a total loss is just €10,000. That leaves €4,250 that you still owe on your loan. But with GAP, coverage will be exactly that - €4,250. Your pocketbook is spared and you are protected from the devastating impact of vehicle depreciation.

We can also provide Shortfall / Gap Insurance that covers the difference between the motor insurer’s payout and the current retail price of the vehicle, if it has increased since the date of purchase.

7. Service and Maintenance Programme Administration

Supporting you with a Top Service Plan.We understand that Increased Service Retention is the key to delivering dealer profitability. To this end we can provide service and maintenance administration support that ensures your customers return to you for their servicing for the duration of their contract.

Here’s what our Plan delivers:

  • Improved Cash flow – We collect monthly payments from your customers and deposit them into your bank account, to optimise cash flow

  • Improved customer satisfaction - A service package tailored to meet the individual needs of your customer

  • Maintenance of standards - You know the customer’s vehicle will be serviced correctly, maintaining the high standards you expect

  • Tailored packages and pricing to meet your and your customer’s needs

  • The Service Plan is Web-based so there is no need to purchase any additional software. It is simple and comprehensive and backed by a user-friendly system.

Customer benefits are significant

  • The plan is Inflation proof - All service prices are fixed for the duration of the plan

  • There are no unpleasant surprises like unexpected high bills when a customer’s car is serviced

  • The plan offers Peace of Mind - Your customer knows manufacturer-trained technicians using only genuine approved parts will maintain their car properly 

  • There is Ease of payment - Just like many of their household utility bills, customers pay a fixed amount each month by Direct Debit.

Call us to find out more about how our Service Plan really does help you manage your business and your customers.