As part of the global sales initiative “Best Customer Experience 4.0”, Mercedes-Benz has announced the digitization of its entire ‘Customer Experience’ in India. Mercedes-Benz, India’s largest luxury car maker and the market leader in the segment, announced a host of digital initiatives to enhance the customer’s experience with the brand in India. Mercedes-Benz announced the roll-out of it’s connect features ‘Mercedes me Adapter’ and ‘Mercedes me connect’ in a Phase-wise manner, and the commencement of the e-commerce business in India.
Martin Schwenk, Managing Director, Mercedes-Benz India, “As the luxury car market leader, we know the pulse of our customers and always want to take the experience with our brand to the next level. With the advent of digitization the customer needs across the country are rapidly changing, and we are already taking key steps towards creating a luxury customer experience to stay ahead of the curve. Today’s customers want to experience the brand anytime and anywhere – online and offline. We have created numerous channels, products and services to further focus on the ease of interaction for our customers. These novel initiatives promises our customers a seamless communication with the brand resulting in a convenient yet enjoyable luxury car ownership experience, irrespective of time or geographical location. That’s the future of luxury cars in India and we are more than prepared to excite our customers with our offerings.”
1. Digital Signage:
Driving digitalization of Retail, Mercedes-Benz is introducing Digital Signage as today’s customers demand superlative and immersive retail experience. Digital Signage content will be brand-aligned, centrally customized and controlled for each individual screen. The centrally controlled content for Digital Signage is one-of-its-kind in the automotive industry and offers an in-depth view of Mercedes-Benz’s offerings. It helps consumers visualize and also configure the car of their choice.
2. Car Configurator:
The Mercedes-Benz Online Car Configurator allows customers to experience the entire Mercedes-Benz portfolio digitally. It is highly customized to ensure maximum adaptability to individual customer requirements with instant access regardless of the location. The Car Configurator makes buying a car comfortable and easy with three simple steps: Configure – Contact – Collect
3. cAR app:
The cAR app uses cutting-edge Augmented Reality technology, which allows customers to explore and virtually test-drives a realistic 3 Dimensional Mercedes-Benz model. The cAR app will be launched in India soon
4. Mercedes-Benz official e-commerce portal:
Mercedes-Benz also launched the new e-commerce portal www.shop.mercedes-benz.co.in, which will have new cars as well as certified cars, and collection items for online booking. Mercedes-Benz India gets into an agreement with Roadster Inc. a US-based e-commerce platform for bringing in online sales solutions for Mercedes-Benz cars in India. Mercedes-Benz India will become one of the few auto companies in India to have an e-commerce solution from collection items, used cars and new cars in India. While the Mercedes-Benz India certified cars and collections items are available immediately from 1-October, 2019; the dealership certified cars and dealership new cars will be available starting December, 2019 and January, 2020 respectively.
‘Mercedes me connect’ India: Mercedes me has an essential role for the Mercedes-Benz brand, as this digital eco-system directly addresses decisive success factors. As part of this ‘Mercedes me connect’ enables customers to connect with their vehicles from anywhere and at any time.
‘Mercedes me connect’ in India: Mercedes-Benz India will be offering connected features to Mercedes-Benz customers in three distinct Phases.
Phase 1 – Mercedes me Adapter: To be launched from 15th November, 2019:
Phase 1 consists of the ‘Mercedes me Adapter’. An OBD based adapter solution which gets in India from 15th November, 2019. All Mercedes-Benz cars in India from 2007 onwards can be connected with the ‘Mercedes me Adapter’ app.
This underlines the brand’s commitment to all customers in India who own a Mercedes-Benz. Customers who bought a car from 2007 onwards, can get the Mercedes me Adapter at a special introductory price of Rs. 5,000/-.
Moreover, as part of 25 years celebration in 2019, all customers who have bought or will buy a Mercedes-Benz in 2019, will get the Mercedes me Adapter free of cost.
Phase 2: ‘Mercedes me connect’, to be launched for select models
Phase 2 will see the roll-out of ‘Mercedes me connect’ services via the ‘Mercedes me’ app which is an ex-factory e-sim based cloud connectivity solution available across select models. The service will be coming soon with new Mercedes-Benz vehicles. Overall the Mercedes me app will offer over 25+ unique features. Some key features are Remote lock-unlock, Parked Vehicle Locator, Send destination 2 car, Remote retrieval of vehicle status, Valet Protect, Speed Alert, Tele-diagnostics, etc.
Phase 3: Mercedes-Benz User Experience (MBUX) or Hey Mercedes:
Phase 3, which is the Mercedes-Benz User Experience (MBUX) will witness the launch of smart virtual assistant Hey Mercedes. This feature will be soon available with new vehicles sold in India with 30+ features
6. Online Service Estimator:
This feature allows esteemed customers of Mercedes-Benz to find the price of services offered by Mercedes-Benz authorized dealer network. It gives complete transparency to customers about the cost of service as it includes periodic maintenance, add on repairs and Car Detailing Services.