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Helping to improve Mercedes-Benz dealership's productivity and customer service

A unique management system based on vehicle tracking and licence plate recognition to increase productivity and improve customer satisfaction.

Daily repair and services 128
Square metre estate 28,000

"We are the first car dealership in the world to have implemented this type of management solution. Telefónica has been instrumental in the success of such a complex project." Vicente Mesado, IT Director at Mercedes-Benz Comercial Valencia.

Keeping customers satisfied with cutting-edge innovation

Challenge

  • Monitor real time and operational activity
  • Increase customer satisfaction
  • Create a scalable database that could be integrated with other company systems

Solution

  • RFID tagging
  • MobileView management system for tracking, assignment and management of all vehicles to be serviced
  • Cisco's Received Signal Strength Indicator (RSSI)
  • AeroScout's TDOA algorithm

Results

  • Significant cost savings
  • Improved customer service
  • Increased productivity and speed in decision making
  • Reduced time for check-in, check-up and repairs, invoicing and check-out
  • Next day delivery guaranteed for routine service
  • No bottlenecks

Cutting-edge customer service

The system tracks the vehicle and shows its precise location, whether in the car park or in any associated garage across the facility (body shop, electrical, mechanical or industrial). This allows the assignment and management of all operations in order to optimise the minimum and maximum workload per area. The Service Director receives an email when the capacity levels exceed defined thresholds. This enables the Service Director to reassign priorities in order to ensure transit flow and to avoid bottlenecks. The computer shows the workflow for each vehicle, including check-in and check-out times, as well as all the operations performed on it and anything pending.

Connectivity as an Enabler of IoT Solutions

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