Mannai Auto has been recognised by General Motors (GM) Middle East for its implementation of the Cadillac Premium Care Plus programme in the past year.
The programme is a continually evolving set of standards designed by Cadillac Middle East in consultation with regional dealer partners to elevate the experience of premium customers during their service visits.
The dealers who have successfully implemented the programme have witnessed significant increases in customer satisfaction scores across the year.
In January, Cadillac reported healthy growth in the region, with Qatar being one of the region’s front-runners in terms of year-on-year growth. Mannai Auto has attributed this to a “bold new line-up of class-leading vehicles and technology, coupled with a growing level of customer service excellence,” the company said in a statement.
Mohamed Helmy, Group general manager at Mannai Auto, said: “Cadillac has products that go above and beyond in terms of features, style, quality and performance. You can have the greatest products in the world but at the end of the day, the most important element is your customer. Our key strategy is to put the customer at the centre of what we do.”
With more Cadillac vehicles on the roads than before, the brand has its sights set on further growth through 2015, the statement said.
Mohsen Abdul, general manager (Aftersales) at Mannai Auto, said: “This can only be driven by Cadillac’s commitment to providing world-class services to add value to the release of new products. Two new performance-edition vehicles - the ATS-V and CTS-V - enter the market in 2015, in addition to the latest edition of the highly sought-after Cadillac Escalade.
“Moving forward, one of the most important aspects of the Premium Care Plus programme will be the implementation of a minimum certification threshold for service advisers, equipping them with in-depth knowledge of product features and technologies, as well as finding new ways to go beyond basic customer satisfaction.”
The Premium Care Plus programme ensures a personalised service where the customer is instantly recognised by service advisers and regular feedback is provided regarding their vehicle status, via SMS or phone calls, while setting their appointments, during the service process as well as on completion.  
Other add-ons include special perks offered to Premium Care Plus customers such as the Drop n Fly service implemented by Mannai Auto in Qatar last year, which allows customers to request a Cadillac airport drop-off service for free if part of the programme.