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A leader in the automobile business in Sri Lanka associated mostly with their flagship brand Mitsubishi, UML today counts 69 years in the motor vehicle industry and is now also synonymous with brands such as Fuso from Daimler, Perodua, DFSK, JMC, MG as well as assembling the Zotye and DFSK Mini Van locally. With vehicle sales numbering over 20,000 in the last 4 years alone, a huge jump from the previous years of averaging 1,000 vehicles per year, UML has geared up their workshop facilities and expertise to meet the increasing demand.
To meet this demand, UML has been making strides in providing products which are the best of their kind in its main automotive service and repair centre, as well as its seven branches across the country. “We were one of the first to set up service and auto repair centers island-wide for the convenience and accessibility of our customers,” explained B. Singhage, General Manager (Technical Parts and Accessories).
Spread over seven acres of land, the Orugodawatte workshop is one of the largest of its kind in the country. In accordance with the company’s ethos of providing superior customer service, the workshop is equipped with customer lounges, complete with wi-fi facilities, ipads and children’s play areas.
A shuttle service for the convenience of customers is another plus which transports customers back to a central drop off location in Colombo after leaving their vehicles at the workshop. As part of the company’s new green initiative, the workshop provides an eco- conscious environment with greenery, well ventilated work bays and natural light.
“What we offer is the combination of premium customer care services and the expertise of our staff. Continuous improvements in customer relations are a priority in our philosophy. Our technicians are trained overseas at the auto manufacturers’ plants. We send around 25 technicians plus supervisors and managers for training annually, mostly to Japan,” explained Singhage. “When a vehicle is brought into one of our workshops, a comprehensive vehicle maintenance history is recorded. This includes vehicle information, repair history, mileage in repair order, etc. The Service Advisor who attends to the vehicle therefore has detailed knowledge of the vehicle’s service history and is able to conduct a better diagnosis.”
“Customer satisfaction quotient is done every day and our benchmark is 98% happy customers,” Singhage said. Singhage went on to note that all repairs are conducted in accordance with the designated specifications and procedures recommended by the vehicle manufacturer. Being a franchise workshop, the company uses only genuine parts for all repairs and replacements. Genuine parts also contribute to the safety of both individuals and the vehicle due to their durability and reliability.
“We also help the vehicle driver understand the finer points of driving for best use of fuel etc. under our driver training programs. This allows the user to maximise the benefits of the performance of the vehicle,” Singhage added.
On new initiatives, Singhage stated that a 10 acre property in Ratmalana has been acquired to construct a similar high tech auto service and repair centre to meet the growing demand which will particularly benefit customers from Colombo to Kalutara.
“Our continuing endeavor is to make UML after sales one of the best service providers in the automobile sector in the country and to build lifelong partnerships with as many customers as possible,” Singhage concluded.
