DIMO’s Senior Leadership members shared valuable insights into the group’s dedication to upholding world-class service delivery across its diverse operations. Central to this commitment is a customer-centric approach that places client needs at the core, fostering a solution-driven culture that values responsiveness and precision. DIMO leverages continuous training programmes, stringent operational standards, and a focus on proactive and reactive service measures to elevate service quality. This unwavering pursuit of excellence ensures customer satisfaction and strengthens DIMO’s reputation for reliability and innovation within the business landscape.
Infrastructure Engineering, Water Projects & Fluid Tech: Driving Service Excellence
Chaminda Ranawana, Executive Director at DIMO, emphasizes the critical role of service delivery in the Infrastructure Engineering and Water Projects/Fluid Technologies sectors he spearheads. In this capacity, he highlights the importance of dedicated support and customized solutions within each business sector to effectively meet diverse customer demands.
“We provide more than basic services by extending a robust range of support across all products, which includes not only standard offerings like free services during the warranty period, an annual and full maintenance contract, but also tailored solutions to meet diverse client needs to ensure customer delight” he explains. These service offerings are essential for the construction and mining equipment business, material handling equipment sales and service operations which come under the infrastructure engineering sector. DIMO also extended its service expertise globally, providing service solutions in Bangladesh and the Maldives as an authorized distributor of Komatsu and other construction machinery brands.
Delivering world-class service requires a balanced approach between proactive and reactive strategies, especially in businesses such as construction and mining, where equipment uptime is crucial. At DIMO, they prioritize proactive measures to prevent interruptions that could impact large-scale projects. For instance, the company conducts machine touch operations, strategically dividing geographical areas among DIMO’s service engineers for servicing construction and mining machinery. These engineers carry out regular on-site inspections, identifying potential issues before they escalate. When necessary, they coordinate with the company’s service and parts teams to ensure the timely availability of spare parts, carefully considering shipping lead times to avoid delays.
The company ensures a customer-centric approach remains at the heart of DIMO’s service delivery by establishing a personalized support system that goes beyond standard practices in the industry. For every machine delivered, DIMO assigns a dedicated engineer who oversees all after-sales needs—from pre-delivery inspections to warranty management and spare parts coordination. This personalized touch strengthens customer relationships and builds trust through consistent, attentive support.
In addition, service response times are meticulously categorized by task urgency. For critical repairs, such as engines and hydraulics, prompt response is prioritized, he says. DIMO also offers flexible annual maintenance contracts with clearly defined service timelines. In cases of unavoidable delays, rental solutions are provided to minimize downtime, prioritizing customer productivity.
In particular, the Infrastructure Engineering sector includes specialized on-site maintenance operations, such as those for construction machinery, ensuring ongoing equipment efficiency. Furthermore, the company’s Full Maintenance Contracts (FMC) provide 24-hour on-site support, enabling their teams to handle night repairs and minimize disruptions during production hours, ensuring seamless operations.
“Beyond technical support, our engineers play a dual role by identifying potential sales leads during inspections. This integrated approach enhances the customer experience, combining proactive support with opportunities for clients to explore new solutions suited to their evolving needs,” Ranawana says.
DIMO places a strong emphasis on training to keep its service delivery truly “world-class”. Technicians and engineers are regularly sent overseas to stay at the forefront of new technologies and industry practices. This knowledge is then imparted to customers through operational training, covering essential areas like safety, best practices, and machine maintenance, ensuring that customers can maximize the lifespan and efficiency of their equipment.
DIMO’s state-of-the-art workshop in Siyambalape is equipped with manufacturer-recommended tools and an expert service team trained by our principals. This facility supplements servicing construction & mining equipment, warehousing and material handling solutions offered by DIMO. This combination of proactive and reactive strategies allows us to deliver high-quality service across diverse customer needs, ensuring efficiency and reliability at every touchpoint, he says.
In the storage and material handling business in the infrastructure engineering sector, necessitates prompt after-sales service, particularly for systems like car parking, where downtime can create major inconveniences. Reactive measures also play a crucial role, particularly for material handling equipment like forklifts, which are essential in production floors. Here, DIMO focuses on rapid response, as any breakdown can halt operations. In addition, its car parking systems require continuous readiness, and DIMO maintains a quick-response approach to address any unexpected disruptions, he explains.
For rack and storage systems, DIMO’s service teams conduct regular audits to proactively identify and rectify any damages, ensuring the structural integrity of large-scale warehouse systems.
Additionally, the company’s project-based engagements, like water/fluid technologies projects, are supported by a robust after-sales service structure backed by a well-geared service team. This team conducts thorough pre-inspections before delivery, assessing site conditions to guarantee proper installation and commissioning of all systems, ensuring they meet the highest standards before handover.
DIMO also provides extensive training for clients, covering the correct use of pumps and systems, along with guidance in monitoring system performance to ensure it aligns with the client’s expected outcomes. This proactive approach helps identify and mitigate any potential issues early, ensuring the longevity and efficiency of the systems installed.
Once the systems are operational, DIMO offers routine services through periodic visits, both under warranty and through service agreements extending beyond the standard period, including Annual Maintenance Contracts (AMCs) and Full Maintenance Contracts (FMCs). These agreements ensure clients receive consistent support, including regular check-ups, system audits, and preventive maintenance to avoid downtime.
DIMO swiftly addresses emergencies with trained teams, essential tools, and spares, ensuring minimal disruption and reliable service continuity for critical sectors like hospitality and infrastructure.
Automotive Engineering: Elevating Service Delivery to New Heights
DIMO’s automotive engineering solutions sector, headed by Mahesh Karunaratne, Chief Operating Officer of DIMO, focuses on three main segments: land transportation, rail transportation, and marine operations. As the local representative of Mercedes-Benz, Jeep, Chrysler, and Tata, DIMO provides after-sales services covering passenger and commercial vehicles. DIMO also handles after-sales services for agricultural vehicles such as Mahindra tractors, LOVOL harvesters and others.
Additionally, Karunaratne heads the vehicle assembly plant in Weliweriya, where the facility locally assembles Tata Single Cabs and Tata Ace trucks in Sri Lanka. This facility allows DIMO to bring kits and assemble vehicles with over 20% local value addition, providing customers access to brand-new vehicles during vehicle import restrictions. DIMO mulls exporting Sri Lankan-manufactured caravans to Australia with tailored service for that market.
In the rail transportation sphere, DIMO supplies locomotive engines to the railway department. In the marine sector, they provide MTU engines and services for yachts and work closely with the Sri Lanka Navy, servicing their vessels and tugs. Beyond Sri Lanka, the company also provides necessary servicing for the Maldivian marine domain. The company’s automotive engineering solutions portfolio extends beyond franchise brands, serving non-franchise customers through specialized services like engine rebuilding. Additionally, DIMO is an authorized agent for Bosch, with three workshops dedicated to Bosch diesel injection services and repairs.
Beyond vehicles, the company provides generator solutions, industrial refrigeration solutions, reverse osmosis (RO) plants and related services, representing some of the world’s best-engineered brands in Sri Lanka.
Karunaratne says that the primary responsibility is to maintain manufacturer specifications and provide after-sales services for these products and solutions. DIMO adheres to strict guidelines to ensure their products and solutions operate without disruption, which involves maintaining timely servicing schedules, using genuine spare parts, and training drivers and operators to maximize the performance of each product.
“Our commitment to delivering world-class service begins with proactive measures. In the current economic climate, where we have not imported vehicles for the last four years due to the embargo, maintaining existing vehicles and preventing breakdowns has become crucial,” he says.
Achieving this involves two key strategies. First, preventive maintenance is essential, as customers may delay services or opt for cheaper, non-genuine parts during economic downturns. DIMO educates customers about timely servicing and using genuine parts to ensure optimal vehicle performance.
Second, even with proactive measures in place, technical issues may arise. The team of technicians and engineers at DIMO, trained at principal plants, provide 24/7 after-sales support through the Roadside Assistance (RSA) service. This service covers the entire country, ensuring dispatch teams reach the site promptly to address customer issues.
“DIMO follows a standard checklist to identify potential problems. For instance, if a vehicle comes in for routine lubrication, we also check the brake pads and advise the customer if they need replacement before the next scheduled service. This proactive approach helps customers plan their maintenance to avoid delays and disruptions”, Karunaratne explains.
Mercedes-Benz consistently ranks as the leading luxury vehicle brand in the world, not only because of the quality of its products but also due to its well-defined processes. Selling a vehicle is a one-time transaction, but the after-sales interaction continues throughout its lifespan. DIMO follows clear guidelines from Mercedes-Benz AG, from greeting customers to conducting pre-inspections and identifying faults before repairs begin.
DIMO ensures that its dedicated service advisors and technicians stay updated with changes, especially with the shift to electric vehicles. As an agent for many world-renowned automobile and engineering brands, the company receives continuous updates on new technologies, allowing them to train staff before product launches. Moreover, they prioritize staff well-being because satisfied employees provide better customer service.
According to Karunaratne to ensure service quality, DIMO has a structured training calendar covering technical and product-related training, mandating a set number of training hours per technician each year. The company also utilizes a robust CRM system to capture customer feedback through independent audits. After every service or repair, customers receive a feedback request within 48 hours via email or SMS, with this information filtered and analysed to enhance service standards.
DIMO prioritizes understanding customer needs to provide timely solutions, uniting teams behind a common purpose, ensuring proper training, and effectively engaging them. This approach led to consistent success in meeting core objectives, as reflected in customer retention and satisfaction rates of over 90% in the vehicle servicing sphere. Even without importing vehicles over the past four years, DIMO’s after-sales performance remains strong.
The company is committed to achieving its ESG goals and proudly holds ISO certification for quality. They take environmental responsibilities seriously even at day-to-day workshop operations and actively promote diversity and inclusion within their workforce. This shift introduces fresh perspectives and fosters a more solution-driven culture while creating exceptional customer experiences.
Building Trust, Fuelling Aspirations
DIMO is setting a new benchmark in service excellence, building partnerships founded on trust and a commitment to exceeding expectations. This relentless pursuit of perfection reinforces DIMO’s leadership across all the sectors it represents and empowers the company to fuel the dreams and aspirations of the communities it serves.