Mercedes Improves Customer Service Through Video

Have you ever put your car in for service and it came back with a ‘door-ding’, or some other damage? Now, to be clear you probably can’t be 100% sure it didn’t happen in a car parking lot, or was it kids being too rough with there toys?  And where did that scratch come from on your newly delivered car – was it already there? Who knows?

Well, if you were dealing with Mercedes-Benz Czech Republic (MBCR), you might find out!  Located in Prague, MBCR employs 400 people, and sells, services and supports Mercedes-Benz vehicles throughout the Czech Republic.

Mercedes success story – click picture to view pdf on Cisco Case Studies  Slideshare site

The subsidiary was eager to maintain its excellent standard of service. One issue that was a constant source of customer complaints was vehicle damage. Customers were sometimes wrongly accused of damaging cars when the cars had been scratched or dented in transit. Damages could  also occur in the showroom or repair center and be wrongly ascribed to customers. MBCR had an analogue camera system in place to cover these incidents, but the pictures that it produced were of poor quality. In many cases, identification of number plates and faces was not possible. Administrators also could not easily locate the footage that they needed, and recordings only stretched back two days.

After investigating various offerings, MBCR decided to select a Cisco® closed-circuit TV (CCTV) over IP solution from its trusted service partner Clarystone.  Capable of monitoring multiple sites from a single location, the security solution allows administrators to:

Access live video anywhere over the Internet

Locate specific dates, times, or incidents in video archives in seconds

Cost-effectively add new cameras and video storage

Exterior cameras film cars being loaded into the showrooms and record details of every number plate. If a vehicle is scratched in transit, the cameras record the incident. This arrangement helps ensure that customers are not wrongly blamed for the damage. Interior cameras film the reception, showroom, and repair center areas. Any accidents or incidents involving theft or vandalism are instantly captured. Customers who leave their vehicles for servicing or repair can rest assured that they are now covered for any loss or damage.

I asked Michael Klemen – Cisco Executive Automotive Manager in Europe (EMEAR) where video was going in the automotive industry and he said:

“New digital tactics are becoming more important to the auto industry in all areas,. As this matures the appetite for video content is growing at an insatiable rate: Show it, see it while being connected is important – digital dashboards, I-Services Kiosks, configuration & visualization from Car Design to Sales, After Sales services is what everyone builds into the value chain today !”

So the Mercedes example here is only the tip of the iceberg – watch out for more insight from Cisco, and from Michael Klemen in future blogs.