Mercedes-Benz Customer Assistance Center N.V. (MB-CAC) is an independent undertaking within the DaimlerChrysler group responsible for managing contact with all European drivers of Mercedes-Benz private cars, buses, and commercial vehicles. DaimlerChrysler was seeking one Voice to the Customer and an heterogeneous customer service reporting systems used in 17 European countries. Various units within Mercedes-Benz's European Customer Relationship Management group had already selected Cognos EBI from a wide range of OLAP vendors. This solution enables us to make reports available to our 60 or so managers and coordinators throughout Europe-with nothing more than a Web browser. Thanks to Cognos EBI solution, they now have much better insight, at both management and operational levels, into customers' behavior and wants. The organization regularly assesses the information needs of users-and refines PowerCubes-to ensure that the answers users need are available on demand, so they can make better decisions.
Did you find this white paper useful?
27 out of 50 users found this white paper useful
Related white papers
SAP Interaction Center for Financial Customer Care
SAP delivers a powerful solution for all financial-related communications with customers: an interaction center for financial customer care. Based on the interaction center function of mySAP Customer Relationship Management (mySAP...
The Checklist for Performing a Successful Siebel Upgrade
By understanding the upgrade process and following some basic best practices associated with each step, you can achieve a smooth upgrade to the latest Siebel solution. This webcast explains the...
CRM at Canada Post: A Case Study
This webcast describes CRM implementation at Canada Post.
How to Develop and Implement a CRM Marketing Plan
Everyone is talking about CRM or customer relationship management today. And while CRM is being adapted, embraced and implemented by healthcare organizations, the sobering realization is that many organizations donÂ’t...
Magic Quadrant for CRM CSS Suites
Gartner, an independent technology research and advisory firm, has just released its 2004 CRM Magic Quadrant evaluations and MarketScope reports. Siebel has been placed in the Leader Quadrant in 5...
Siebel eBusiness Applications and SAP R/3 Integration Using Siebel Systems' Universal Application Network with Microsoft Biztalk Server 2004
Watch a demonstration of how the Siebel Sales order process can integrate with a backend SAP R/3 system. This webcast also explores the use of BizTalk Server 2004 and...
Branch Sales and Service
Branch banking has traditionally been the preferred means for customers to interact with a financial services organization. However, customers have been encouraged to interact through automated service channels such as...
