Daimler-Benz After Sales Project

1
Daimler-Benz After Sales Project
2
Content

• Who Is Daimler-Benz?
• Daimler-Benz Vehicle Division
• Daimler-Benz after Sales Management
• Problem
• Solution

3
Who Is Daimler-Benz?

• Daimler AG with its businesses Mercedes-Benz
  Cars, Daimler Trucks, Daimler Financial Services,
  Mercedes-Benz Vans and Daimler Buses, is a
  globally leading producer of premium passenger
  cars and the largest manufacturer of heavy- and
  medium-duty trucks in the world.
• Daimler sells its products in nearly all the
  countries of the world and has production
  facilities on five continents.
• Daimler and its employees willingly accept an
  obligation to act responsibly towards society and
  the environment and to shape the future of safe
  and sustainable mobility with groundbreaking
  technologies and high-quality products.

4
Daimler-Benz Veichle Division
Cars
Vans
Trucks
Buses
5
Daimler-Benz after Sales Management

• A car dealership or vehicle local distribution is
  a business that sells new cars and/or used cars
  at the retail level, based on a dealership
  contract with an automaker or its sales
  subsidiary. It do the selling.
• A car dealership also provide maintenance
  services for cars, thus employing automobile
  mechanics, stock and sell spare automobile parts,
  and process warranty claims. As new car sales
  have declined, the after sales business has
  taken on increasing importance for auto retailers.

6
Problem

• After sales business generates 50 Daimler-Benz
  profits with just 20 revenues. Most recent
  revenue figures indicate that only a portion of
  Daimler-Benz customers resort to the firms
  official dealer network for after sales business.
• How to increase after sales business?
• Customer Loyality?

7
Problem
Location Ankara/Turkey

• Dealer

Indipendent Mercedes-Benz Service

• Long contract with dealers
• Realistic coutas
• Before sales and after sales services
• Parts promotions extradiscount
• Rewards

8
Problem
Question and Anwers

• Dealer

• Murat Gunes said that
• Web application.
• Not only Ankara city.
• I worked in Mercedes-Benz dealer service.
• According to me
• Mercedes-Benz after sales management is terrible.
• So much employee and manager circulation.
• Now he works indipendent.

9
Problem

• CUSTOMER

What My Dad Want?

• Ahmet Uyar said that
• I should be partner of the Daimler-Benz.
• I always choose indipendent servises.
• High maintenance costs.
• Spening time.
• Bad communication.
• Less warranty conditions.

• Ahmet Uyar Mercedes S-Class user.
• 56 years old.
• 10 years user

10
Solution

• Perfect sales

• Facilitited Dealers(show room,customer
  services,techinc service,body shop etc..)
• Buying a car
• Service Advisors
• Taking a poll(customer after sales
  expectations,personel info,veichle type)
• Warranty contract details
• Extra warranties from dealer(Seasional check,oil
  change)

11
Solution

• Perfect sales

• Daimler-Benz Club Membership
• Sms Support(Activities,Bonuses,Club News)
• Seasonal Check Reminders(With Bonuses)
• Rent a car support
• 24 hours web service(Questoins,creative and
  alternative solutions)
• 24 hours rescue service

12
Solution

• Dealer

• Customer

13
THANKS
European School of Economics Roma