Keeping Business Moving
Trucks are a significant investment for any business and are the backbone to revenue and profit. If a new truck order is delayed or existing trucks are off the road for support and maintenance, parts failure or warranty issues, it can cost dearly. To keep business moving, Mercedes Trucks business support included significant goodwill. This goodwill needed to be measured and factored into contract value and renewal conversations.
The Challenges
- Approval process taking up to 8 weeks with data being out of date
- Lack of reporting and visibility
- All managed through spreadsheets
- Non-compliant with Daimler data security
The Solution
A dynamic tool that gave all departments live financial information on goodwill decisions that fed into finance reporting, operational SLAs and customer service decisions. Reporting became real-time, replacing a 6-week turnaround. Depth of reporting improved across customer, dealer, account manager, vehicle type and part. All approvals now via email and logged on system, including escalation.
For 45 years, Mercedes-Benz has been providing the expertise to allow drivers to unfold their potential and use technology to the full. At Mercedes-Benz Trucks, they strive to deliver the best possible customer service.