Mercedes-Benz: Benchmarking and Corporate Strategy

Mercedes-Benz needed to create the highest standards of service at its customer assistance centers and fend off increased competition in Europe. To create the highest standards of service at its customer assistance centers, Mercedes-Benz, the DaimlerChrysler brand that is one of the world's leading producers of luxury cars and light and medium-weight trucks, turned to Accenture to help benchmark performance and create a corporate strategy for developing new capabilities. Accenture started by benchmarking the Mercedes-Benz Customer Assistance Centers (MBCAC) against similar organizations at eight of Mercedes' competitors. The strategy helped Mercedes-Benz identify future improvements that will increase efficiency in the company's internal processes.