Speakers describe a collaboration between Mercedes-Benz and Salesforce Professional Services to plan and implement a global CRM rollout over the next 18–20 months. The engagement prompted organizational change—encouraging bold experimentation and a refocus on customer-centric processes—and emphasized using data from vehicles, mobile apps, retail touchpoints, and contact centers to benefit customers.
Early this year we had a very intensive program together with Salesforce to analyze and plan the next 18 to 20 months in which we are going to roll out our new CRM solution all over the world.
Working together with the professional services team at Salesforce has really challenged us to rethink, to reshape, to be bold and brave, to try new things. We've really had to refocus our whole organization to think differently.
If we look at those areas where we get our information from our vehicles, from the apps the customer is using, from all the touch points with the retail, with the customer Connect Center, I think with the amount of data we really need to find a way of using it for the customer's benefit.
The process of building up the V2 mom with the professional services team has really helped us to find a common ground of what are we trying to achieve, where do we want to go? We provide our agents with the best possible tools and the best possible solutions to be able to provide that support to our customers and really have this opportunity also with customer 360 to really put the customer central in everything that we do. Trust for us as a brand is the highest good, especially in customer support. I think that trust being this core value for Salesforce makes this partnership such a strong one.
