Overview Owned by Daimler, Mercedes-Benz is a luxury vehicle dealership in Europe that is synony-mous with high quality and customer satis fac-tion. Mercedes-Benz automobiles are available in over 190 countries. In Belgium, Mer cedes-Benz uses Micro Focus OnWeb to deliver a web-based application to its Belgian dealer network. The application is integrated with Mercedes-Benz’s corporate systems in Germany and al-lows dealers across Belgium to configure and order new cars online.

ChallengeMercedes-Benz Belgium wanted to improve its customer service by providing a more flex-ible system with up-to-date information on car specifications and availability. The answer was to develop a new application that would provide accurate information about vehicle production, reduce the complexity of ordering a vehicle, and provide accurate information about the produc-tion of the vehicle.

Until that point, dealers had to look up codes in large binders and enter information into mul-tiple systems. This process was both labor in-tensive and open to error. Any new web-based application would have to integrate with the ex-isting factory systems handling order process-ing, logistics, and factory slot-booking.

SolutionOnWeb proved an ideal solution, enabling Mer-cedes-Benz to create Vision, a complete dealer extranet that integrates with the factory sys-tems to handle all vehicle order processing. This included configuration, pricing, locator ser-vices, delivery times, and factory slot-booking. Leveraging investment in the existing enter-prise ensured expedient processing of real-time information.

For Mercedes-Benz, the goal was to simplify the ordering procedures for dealers and im-prove the buying experience for customers at the same time. Now in full use across Belgium, the Vision system has made the ordering pro-cess more efficient and promoted customer satisfaction with more accurate and custom-ized service.

The Vision interface is easy to use, allowing both customer and salesperson to “build” the car visually by selecting model, color, and trim. OnWeb is able to integrate the business logic that dynamically calculates the price of the car and the system checks the factory’s systems for availability and production dates. The dealer can then provide the customer with an accurate date for delivery. The flexibility of OnWeb allows the dealer to change the specification of the vehi cle using the Vision extranet even after the ori ginal order has been placed.

Mercedes-Benz With Micro Focus® OnWeb, the automotive company simplified the ordering process for dealers and improved the buying experience for customers.

At a Glance

Industry

Automotive

Location

Belgium

Challenge

Dealers had to manually search for codes in large binders and enter information in multiple systems— a labor-intensive, error-prone process.

Solution

Use OnWeb to streamline dealer ordering and enhance customer service.

Results

+ Improved customer satisfaction+ Streamlined order and logistics management+ Improved dealer loyalty

Customer Success StoryOnWeb

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ResultsThe component-based business logic of OnWeb ensured that the Mercedes-Benz dealer ex-tranet was completed in under 120 person days. As Vision provides access to all dealers via the internet, software distribution costs are eliminated and maintenance costs are reduced by ‘changing once—updating everywhere’. Vision requires minimal user training and support due to its accessible, intuitive design.

Mercedes-Benz Belgium is realizing a return on investment based on increased customer sat-isfaction and the efficiency savings that come from a web-based system.

The OnWeb solution makes the Vision system friendlier to use and provides information in an integrated fashion, making the whole experience for dealers and their customers more enjoyable.

“The Mercedes name is synonymous with high quality, innovative vehicles—a standard that we want to extend to our customers through the Vision system. The result is a

more effective and efficient system that increases both dealer and customer satisfaction.”

PASCAL COUSINIT CIO

Mercedes-Benz Belgium

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About Micro Focus

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