Daimler Chrysler UK (DCUK) is responsible for the manufacture and distribution of a range of cars, buses and trucks under brand names such as Mercedes-Benz and Smart.

At the outset of this project, DCUK had limited contact with its end clients since sales were largely handled by distributors. As a consequence, DCUK had a very fragmented view of its customer base and how it handled customers across each of its brands. Their objective was to undertake a thorough review of customer interactions across the business; to identify the processes used and the data held.

Our Isoma software simplifies continuous improvement across an entire organisation. What makes Isoma different? It’s built to engage and energise the workforce, not just automate it.


E-Squared implemented a review that identified opportunities for improvement in several areas.

Our team helped DCUK formulate and drive forward a number of business performance improvement initiatives which included:


Identification of best practice processes.


Enhancements to the European Call Centre information flow.


A ‘cleansed’ database for input to a major CRM project.


Rationalisation of call fulfilment agencies.


The key benefits for Daimler Chrysler included:

Process alignment and clarity across the different brands.

Improved customer satisfaction through increased visibility of customer interaction points, data confidence and associated controls.

A rationalised supply chain generating clarity, improved efficiencies and performance.