Desk - Mercedes benz

Customer Satisfaction at Mercedes-Benz India, Powered by Zoho Desk.

About Mercedes-Benz India

Mercedes-Benz India Pvt Ltd is a wholly owned subsidiary of the German Daimler AG founded in 1994, with headquarters in Chakan, Maharashtra, India.

Spread over 100 acres at Chakan, Maharashtra, this plant was set up in 2009 and is among the fastest green-field operations ever to be created and is rated as one of the top-most CKD plants of Mercedes-Benz globally.

Mercedes-Benz India currently has the widest network reach for any luxury car maker in India to promote the sale and service operation of its exciting products.

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The Challenges

With 89 dealerships across 41 cities in India, Mercedes-Benz India, is well-connected with customers. Communicating with dealers is critical to their success and a large network made this a challenge. They needed a way for dealers to communicate with them about issues and complaints. Those issues had to be tracked and responded to effectively. This was having a direct impact on their overall customer satisfaction scores.

They analyzed other products in the market but Zoho Desk blended into the organization structure better than anything else.

The Solution

Zoho Desk has given the team a flexible platform to connect with dealerships. Users from dealerships can quickly notify them of any issues that come up, while their dealer-facing teams get the appropriate context to track and solve each issue effectively. They are also able to monitor how long it takes to resolve every issue. Using customized reports and dashboards, they can keep an eye on the big picture and keep improving their efforts.

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Why Zoho?

They analyzed other products in the market but Zoho Desk blended into their organization structure better than anything else. As a platform, it has a simple user interface and can be customized according to specific requirements without much effort. The customer service team at Zoho has provided them with excellent support as well.

The Result

Powered by Zoho Desk, Mercedes-Benz India is able to create and maintain high levels of customer satisfaction.

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