Objective

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.

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Solution

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:

Identify

Identification of best practice processes.

Enhance

Enhancements to the European Call Centre information flow.

Clarify

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

Rationalise

Rationalisation of call fulfilment agencies.

Results

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.