Following the strategic plan to deliver the best customer services, Al Mulla & Behbehani inaugurates new center in Ahmadi

Following the strategic three-year plan to deliver the best customer services

Al Mulla & Behbehani inaugurates new center in Ahmadi, one of the most advanced in the region.

New centre comprises a new vehicle showroom, parts retail outlet, general repair facility

2nd New facility in 2 years - part of Al Mulla & Behbehani’s strategic 3-year Customer Service Improvement Plan.

Al Mulla & Behbehani, the sole dealer of Alfa Romeo, Chrysler, Dodge, Fiat, Jeep_® and Ram vehicles, plus Mopar_® service, parts and accessories in the state of Kuwait celebrated the opening of its latest and most modern automotive facility in Kuwait on May 10^th, 2018. The new centre comprises a new vehicle showroom, parts retail outlet, general repair facility and, for the first time, a dedicated ExpressLane quick service area. The most impressive addition to the new facility is the large state of the art body repair centre.

Three pillars are key to Al Mulla & Behbehani’s ongoing commitment to improve the customer experience across all fronts - well trained people, continually improved processes and state of the art facilities. The strategic three-year plan adopted by the company is delivering impressive results, with improved service levels being experienced by customers. Great effort has gone into training and developing people and adopting new technologies to support the turnaround. Al Mulla & Behbehani’s strong investment in new facilities is vital, as this adds additional and much needed capacity, together with the on-going improvements in training and processes in order to meet and exceed customer expectations.

The new facility, located near the new local Coop and medical clinic in Ahmadi, is designed to handle all aspects of customer service, from the initial purchase to ongoing maintenance of vehicles and management of the ownership relationship throughout the customer’s relationship with Al Mulla & Behbehani.

The one-stop facility features a new vehicle showroom, a general repairs service centre with its own dedicated lounge and, for the first time in Ahmadi, a dedicated “drive into the bay” ExpressLane quick service area with its own lounge, designed to provide lightning fast oil and filter changes.  

In addition, the modern body repair shop, which occupies the largest area of the site, incorporates the most technologically advanced equipment needed to carry out repairs according to FCA’s demanding global specifications, and the working processes and tooling are also in accordance with these strict manufacturer guidelines.   

The event, which took place in the showroom and service areas of the new building, was attended by members of the Kuwaiti media, the Board of Directors of Al Mulla & Behbehani, Mr Khaled Al Mulla, Public Relation Manager of Ahmadi Governate, as well as representatives from FCA Middle East, including Maher Abdalla, Director of Service and Parts - FCA Middle East. Oscar Rivoli, General Manager of Al Mulla & Behbehani and other senior executives and members of the Al Mulla & Behbehani management and staff were also present.

The opening of the new facility commenced with the symbolic cutting of a ribbon, after which the significance of the new facility was highlighted by Oscar Rivoli.

“Today, as we celebrate together the opening of this state-of-the-art facility, it is important to be aware that it represents more than just the physical opening of the centre. It also symbolizes the clear and strong commitment that Al Mulla & Behbehani has to put in place the essential facilities, processes and people to make sure that a high-quality customer relationship, which only starts with the purchase of a new vehicle, continues for many years.”

The new facility in Ahmadi, with a built-up multi-level area of over 9,000 sqm represents Al Mulla & Behbehani’s determination to exceed customer expectations and is the second purpose-built facility to be added in recent years. Together with the new state-of-the-art Parts Distribution Centre in Amghara, is a clear benchmark of the determination of the group to consistently deliver an enhanced ownership experience. The air conditioned 5,000 sqm parts distribution centre is equipped with multi-level storage and is able to rapidly offload and dispatch parts to ensure that Al Mulla & Behbehani’s network service centres are able to perform necessary repairs quickly and efficiently.

Commenting on the long relationship with Al Mulla & Behbehani, Maher Abdalla, Director of Service and Parts - FCA Middle East, said, “The Middle East is a key international region for Fiat Chrysler Automobiles, and we understand that to maximise this market potential we have to focus, together with our partners, on the requirements of our local customers - listening to what they want and need; evolving, innovating and offering the right products and, above all, an enhanced customer experience. The investments that are being made by Al Mulla & Behbehani will play a significant role in achieving our mutual business objectives, both today and in the future.”

Over 3,400 sqm of the new facility is dedicated to vehicle servicing, with six dedicated ExpressLane Service Bays and an adjoining lounge where customers can relax in comfort, enjoying free wi-fi and complimentary refreshments while their cars are being serviced. There is also covered parking for over 120 cars.

The parts retail counter, backed by over 700 sqm of warehousing, and supplied with daily deliveries from the central parts distribution centre, is able to meet the requirements for original Mopar parts in Ahmadi. An important element of the new Ahmadi Center is the state of the art modern body repair shop. Fully climate-controlled and equipped with the latest and most technologically advanced equipment, it provides a dust free and comfortable working environment for repairs to take place.

Al Mulla & Behbehani was recognized with three regional FCA awards in April

In order to support Al Mulla & Behbehani’s Customer Service Plan, the new Ahmadi facility incorporates a training centre to fully support the need for increased training. In April, three of eight regional awards from FCA Middle East were awarded to Al Mulla & Behbehani, clear evidence of the ongoing improvements being achieved in both parts and service. An important contributor to improvements is the increase in training hours invested in Al Mulla & Behbehani’s technicians and service teams.

Opening of completely refurbished ExpressLane Service facility in Shuweikh in Q4 2018

The Ahmadi facility is concrete evidence of the significant change that is taking place in improving the service experience of Al Mulla & Behbehani’s customers. People, improved processes and modern facilities are key to exceeding and remaining at the forefront of evolving customer expectations. This is a journey that will continue, with continued significant strategic investments in the near term which will result in an extensive refurbishment of the facility in Shuweikh into a dedicated ExpressLane Service Centre able to carry out rapid oil changes and quick servicing on over 30 cars at the same time.

Final stages of designing the largest FCA Aftersales facility in the Middle East

Integral to the medium-term plan of exceeding customer expectations, is the company’s biggest project yet - one that will be realised in a convenient location in Shuweikh. The Al Mulla & Behbehani board has approved the development of a brand new state-of-the-art service centre with multiple levels designated for specific functions. The facility will most likely be one of the biggest dedicated FCA service facilities anywhere in the world, and without doubt the largest in the Middle East region. While it is expected that this facility will be a benchmark for FCA, more importantly it will offer a world class experience for customers in Kuwait.