Mercedes Benz's E-Biz Solution

Topics: Daimler AG, Computer, Customer service / Pages: 10 (2419 words) / Published: Mar 31st, 2013
Free Case Study | Mercedes Benz's E-Biz Solution: The Factory Delivery Reservation System | Free | Case Studies | Case Study in Business, Management

Case Details
Themes: e-Supply Chain Management Case Length: 06 Pages Period: 1990-2001 Organization : Pub Date : 2002 Teaching Note : Available Countries : USA Industry : Information Technology (Electronic Commerce)

Mercedes Benz's E-Biz Solution: The Factory Delivery Reservation System

"One of our most fundamental goals in developing the system was to strengthen and market the Mercedes-Benz brand in the United States. The fact that we would be one of the first car manufacturers in the United States to have a factory delivery program would be seen as a very positive thing in this regard." - William Engelke, Assistant Manager, IT Systems, Mercedes Benz US International, commenting on the FDRS.

Linking Customers By 2000, Mercedes Benz United States International (MBUSI), builder of the high-quality MClass sports utility vehicle (SUV), established itself as a company that also delivered superior customer services. One such service was the delivery option where by the customer could take delivery of the vehicle at the factory in Alabama, US. The program called the Factory Delivery Reservation System (FDRS), enabled MBUSI to create and validate 1800 orders per hour. FDRS also automatically generated material requirements and Bills of Material1 for 35,000 vehicles per hour. The Customer Relationship Management (CRM) solution that made FDRS possible was based on Lotus Domino2 and IBM Netfinity3 server4. Analysts felt that with its innovative use of the new program, MBUSI not only managed to improve its customer relations by providing the best service, but also demonstrated its commitment to customers by making them an integral part of the process. Customers were, in a way linked directly to the factory floor – which was a powerful sales tool.

Background: Mbusi and its Business Challenges MBUSI

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