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.

One central point of contact for customer is the Mercedes Benz Customer Assistance Center (CAC) in Maastricht. The 600 employees of 25 nations handle customer concerns and complaints regarding sales, service, and technology issues in Western Europe. Since the foundation in 1998 more than eleven million customers and interested parties have benefit from the Service.

One of the CAC’s key tasks is to coordinate Mercedes-Benz Service 24h, which also includes the organization of breakdown assistance. When necessary, the center also tells customers how repairs or processes are coming along. This is an especially important benefit for commercial customers. The service activities at the CAC extend beyond the repair and service center business and include service contracts, warranty extensions, and motor insurance. Visit the website of the CAC.

600 employees

from 25 different nations

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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