First Assistance and Mazda celebrate 21st birthday

Media Release 17 November 2014

First Assistance and Mazda celebrate 21st birthday

This month marks a very special occasion for First Assistance and Mazda New Zealand – the 21st birthday celebration of what both companies describe as an outstanding partnership.

Back in 1993, Murray Berkett, founder and executive chairman of then fledgling company First Assistance, approached Mazda New Zealand to propose that First Assistance provide roadside assistance and support for Mazda owners.

At that time, the only options for motorists needing roadside assistance were either automobile clubs that offered breakdown services to members, or a call to the nearest local garage to ask for help.

“What we found so appealing was that First Assistance had a real vision of what they wanted to deliver, which went well beyond simple breakdown services and included things that nowadays we take for granted, such as rental cars, hotel bookings, insurance and legal advice,” says Andrew Clearwater, managing director of Mazda New Zealand.

“Since those discussions in 1993, all new Mazda vehicles have been sold with a complimentary three--year MazdaCare programme, which First Assistance delivers on behalf of the company.

We consider it to be the best--in--class of roadside assistance programmes; for instance, we don’t impose restrictions on or limit the number of callouts that customers might need,” says Clearwater.

“Mazdas are incredibly reliable vehicles, but we want our customers to know they have total peace of mind 24/7 when it comes to enjoying their Mazda and this a natural extension of our dealer support network,” says Clearwater.

First Assistance says that almost 80 percent of roadside assistance calls are for issues such as a flat tyre, out of fuel, dead battery or accidental lock out.

Murray Berkett says there are several key factors that have been critical in building a business relationship that has prospered for the past 21 years.

“People, culture and similar ways of working have been fundamental to our mutual success,” says Berkett.

“We have working relationships at all levels within the two companies and we work directly with the Mazda dealers as well.

Because First Assistance is regarded as part of the Mazda team, there is complete transparency on both sides."

“So, for example, when a new model is about to be released, we are privy to marketing plans around the launch and all our staff are trained on the new vehicle, so we are ready to go when it is launched,” says Berkett.

Asked if he had to summarise the relationship in one sentence, Berkett says, “It’s just like a marriage – you don’t take anything for granted."

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