Digital Working for Better Customer Services at Sandown Mercedes-Benz
Digital helps to deliver outstanding service
mstore for automotive is delivering improvements to efficiency, customer service and compliance for the service team at Sandown Mercedes-Benz’s six sites across the south of England.
With around 250 cars worked on daily, and every warranty or recall event requiring collation of paper documents in each job pack at times in the hundreds, it was time for a rethink.
11,000 warranty or recall activities managed in mstore in first five months to improve efficiency and revenue.
THE CHALLENGE: Maintaining cash flow
Dependence on internal post run to a central administration team
Delays in processing warranty claims
Poor access to data and documentation
THE SOLUTION: Easy access to documentation
mstore provides a controlled, secure
Relevant paperwork automatically indexed against the registration
Diagnostic reports automatically filed
Missing documents and deadlines flagged
THE RESULTS: Ensuring compliance
Prompt warranty submission maintains cash flow
Manufacturer penalties avoided for missing items
More time available for service quality and customer satisfaction
"The chances of losing the data or getting documents dropped at the wrong site is now eliminated. mstore is far more secure and document retention is managed automatically. mstore is a very stable and straightforward system. We’ve had no issues and the team have found it straightforward to use and picked it up very easily"
Charlie Charman, Group Head of After Sales at Sandown
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