Customer service at the divisions

People who buy our vehicles also wish to receive great service during the period of use. For example, they want to have close contact with the customer service department, individual advice, effective processing of warranty and damage claims, first-rate maintenance, and optimum parts supply.

The Mercedes-Benz Customer Assistance Center(CAC) is an international multicultural organization and an integrated part of Daimler’s Mercedes-Benz Cars Marketing & Sales. In the offices in Maastricht we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. The goal is to provide excellent assistance to our customers and dealers for Daimler brands and products such as Mercedes-Benz, Mercedes-AMG, smart, Setra and Mercedes me.

Available 24 hours a day, 7 days a week, 365 days a year, the CAC ensures the continuous mobility of our customers through our roadside assistance programs. We are also the central point of contact for national and international complaint and enquiry handling within Europe and further we are a central point of contact for workshop support worldwide for diagnostic and parts logistic processes.

In addition, Daimler’s global Customer Contact Center network is governed by the CAC with the aim to unify processes and service quality to achieve our Mercedes of Service vision internationally.

16

European markets

19

languages

1,100

employees from 39 nationalities

3,5 million

customer contacts in 2017

1 million

answered e-mails

Throughout Europe, there are over 600 service outlets for bus customers that are operated by OMNIplus, which is a brand of Daimler’s EvoBus subsidiary. In addition to operating a professional parts supply system, the comprehensive network of outlets offers bus customers service deals and contracts, driver and repair shop training programs, pre-owned vehicles, and customized financial services. In 2012, OMNIplus introduced a customer complaint management (CCM) system, which combines all of the customer service department’s complaint processing channels into a single unit that also enables the company to evaluate the complaints that customers make. Learn more about OMNiplus.

600 service outlets

in Europe

24 hours a day — the Fuso Call Center that the Mitsubishi Fuso Truck and Bus Corporation (MFTBC) opened in 2010 is available to customers around the clock. Service at Fuso has also been improved by the Vehicle Delivery Management (VDM) system introduced in 2012. The system enables vehicles with a two-month production time to be delivered up to two weeks earlier. Moreover, because MFTBC vehicles can be configured directly at dealerships, sales staff can notify customers of the scheduled delivery date when they place their orders. In 2013, Fuso also launched its “Fuso integrated total support” (Fits) project to improve its customer service even further.

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