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.

The Challenges

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

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

The Solution

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

Why Zoho?

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