DIMO wins at Mercedes-Benz Service Excellence Regional Award Ceremony

DIMO Group Managing Director/CEO Gahanath Pandithage and Chief Operating Officer – Automotive Engineering Solutions Mahesh Karunaratne accepting the award at the ceremony, while DIMO’s Mercedes-Benz service team joined the event virtually 

Solidifying its leadership in automotive excellence in aftersales solutions, DIMO, the exclusive authorised General Distributor for Mercedes-Benz in Sri Lanka, won the prestigious “General Distributor Award” at the Mercedes-Benz Service Excellence – Regional Award Ceremony, surpassing the peers in the Southeast Asia region. 

As the authority in automotive excellence for over 85 years, this recognition marks yet another milestone in DIMO’s steadfast dedication to maintaining the highest global service standards established by Mercedes-Benz AG. Yet this accolade is another significant point in the company’s uninterrupted history of aftersales prestige.  

Abilash Sriiynkaran was recognised as the “Top Service Adviser-Sri Lanka”, which further solidified DIMO’s expertise in aftersales and highlighted the company’s dedication to technical know-how and customer service excellence.  

Mercedes-Benz AG uses several key performance indicators (KPIs) to evaluate its global distributors. The Customer Satisfaction Index (CSI) was one of the evaluation criteria, and DIMO continuously maintained the highest levels of customer satisfaction in the region. Furthermore, DIMO’s strength in Sri Lanka in terms of customer advocacy and loyalty was represented in the Net Promoter Score (NPS). Mercedes-Benz AG’s stringent Service Quality Audits showed DIMO’s technical know-how and compliance with the brand’s International Service Standards, while an independent customer survey by Mercedes-Benz AG emphasised the company’s excellence in Customer Experience, depicted by CSI and NPS. 

DIMO Chief Operating Officer – Automotive Engineering Solutions Mahesh Karunaratne stated: “Winning this award once more demonstrates our unwavering commitment to providing world-class Mercedes-Benz after-sales services in Sri Lanka. By investing in the latest upgrades in diagnostic technologies, conducting annual service audits, and continuously analysing customer feedback, DIMO makes sure that Mercedes-Benz AG’s strict global service standards are being followed and maintained at its best. Our dedication to using Mercedes-Benz AG certified repair guides, processes, special tools and equipment, software updates, and Mercedes-Benz genuine parts provides unmatched peace of mind for customers. Our emphasis on Mercedes-Benz AG global technical training and certifications guarantees that our technicians and service advisors are among the best in the industry. Our leadership in after-sales excellence and our ongoing mission to reinvent the luxury service experience for our esteemed customers are highlighted by this recognition.”  

DIMO has heavily expanded its after-sales services during vehicle import restrictions to meet the increasing demands of Mercedes-Benz owners who mostly depend on expert servicing, especially at a time of major services and repairs due to vehicle aging. DIMO has launched exclusive after-sales packages focusing on major and minor services and repairs, coupled with international service interactions such as the Mercedes-Benz Flying Doctor program, ensuring a customer-centric approach. The company has also made investments in advanced diagnostics, modernising its state-of-the-art facilities with Mercedes-Benz diagnostic equipment, guaranteeing flawless repairs and maintenance. 

The Mercedes-Benz Service 24h Island-wide Roadside Assistance, and premium customer lounges are examples of the customer-first mindset that further improve the overall service experience and offer Mercedes-Benz owners luxury and convenience. 

DIMO continues to be the exclusive agent for Mercedes-Benz after-sales services in Sri Lanka, thanks to its unwavering dedication to innovation, process efficiency, and customer-centric service enhancements. DIMO, the home for Mercedes-Benz, is prepared to establish new standards for luxury automobile servicing as the automotive industry develops, ensuring that every Mercedes-Benz owner gets the finest possible treatment coupled with DIMO’s 85+ years of authority in automotive excellence.