DIMO excels at Mercedes-Benz Service Excellence Regional Award Ceremony

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

DIMO, the Authorized General Distributor for Mercedes-Benz in Sri Lanka, won the ‘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 recognized as the “Top Service Advisor-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 emphasized the company’s excellence in Customer Experience, depicted by CSI & NPS.

Mahesh Karunaratne, Chief Operating Officer - Automotive Engineering Solutions at DIMO said, “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 analyzing 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 & 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.”  DIMO has launched exclusive after-sales packages focusing on major and minor services & repairs, coupled with international service interactions such as the Mercedes-Benz Flying Doctor programme, ensuring a customer-centric approach. The company has also made investments in advanced diagnostics, modernizing its state-of-the-art facilities with Mercedes-Benz diagnostic equipment, guaranteeing flawless repairs and maintenance.