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AUTOMOTIVE x hyperion

Mercedes: Transforming Customer Service with Consultancy

We’ve been more than a part­ner to Mer­cedes-Benz; we’ve been a dri­ving force behind the suc­cess of their Cus­tomer Assis­tance Cen­ter Europe. Our 10 year col­lab­o­ra­tion is built on trust, exper­tise and a shared vision for inno­va­tion. Here’s how our con­sul­tan­cy ser­vices have trans­formed their oper­a­tions and con­tin­ue to deliv­er value.

  • Innovative solutions
  • Fast moving industry
  • Digital transformation

A collaboration between

  • Hyperion
  • Customer Link
Front view of a Mercedes-Benz AMG GT driving on a racetrack, showcasing its sleek design and powerful presence. A team of Mercedes-Benz employees collaborating and discussing a project while looking at a computer screen.

Challenge

The Mer­cedes-Benz Cus­tomer Assis­tance Cen­ter is open 24/7, 365 days a year. Con­tin­u­ous oper­a­tion requires robust sup­port and seam­less inte­gra­tion of many tech­nolo­gies. While the in-house IT team at Mer­cedes-Benz man­ages a big part of the IT sup­port and devel­ops many appli­ca­tions suc­cess­ful­ly, there are sit­u­a­tions where spe­cialised knowl­edge is required.

Services used

CRM-ondersteuning

Business Intelligence

Data Warehousing

Bedrijfsanalyse

AI Expertise

IT- en Cloudoplossingen

Inspiratiesessies over Opkomende Technologieën

Solution

That’s where Hyperion’s con­sul­tan­cy ser­vices and IT experts come in. We add spe­cif­ic skills and knowl­edge to the Mer­cedes-Benz IT team.

An exam­ple of this col­lab­o­ra­tion was in 2021, when Mer­cedes-Benz switched their Cus­tomer Assis­tance Cen­ter from Ora­cle Siebel to Sales­force Ser­vice Cloud. Our experts pro­vid­ed their team with guid­ance and sup­port in their old CRM set­up, but were equal­ly eager to help them in the new sys­tem. We brought togeth­er experts from dif­fer­ent areas: CRM, BI, Data Ana­lyt­ics, AI and IT, with local and nearshore sup­port from Spain and Portugal.

To fos­ter con­tin­u­ous improve­ment, we con­duct­ed inspi­ra­tion ses­sions focused on Data & Arti­fi­cial Intel­li­gence. These ses­sions pro­vid­ed Mer­cedes-Benz with valu­able insights and action­able strategies.

Whether it’s using CRM exper­tise, data ana­lyt­ics skills or advanced AI knowl­edge, our con­sul­tants pro­vide the nec­es­sary sup­port to run and improve their oper­a­tions. We solve imme­di­ate tech­ni­cal prob­lems and look ahead to future chal­lenges, so Mer­cedes-Benz, as a pre­mi­um car brand, can always deliv­er top-tier ser­vice to their customers.

Results

Our decade-long part­ner­ship with Mer­cedes-Benz has sig­nif­i­cant­ly enhanced their oper­a­tions. With a deep under­stand­ing of their busi­ness, we pro­vide bet­ter, more tai­lored con­sul­tan­cy ser­vices. Our con­sul­tants, who typ­i­cal­ly stay for over a year, ensure con­ti­nu­ity and effec­tive solutions.

  • Span­ning mul­ti­ple divi­sions – CRM, data ana­lyt­ics, IT, data ware­hous­ing, busi­ness intel­li­gence and busi­ness analy­sis – our sup­port is com­pre­hen­sive. In urgent sit­u­a­tions, we can deliv­er the nec­es­sary exper­tise with­in 48 hours, ensur­ing seam­less operations.
  • With a net­work of over 500 con­sul­tants, many with auto­mo­tive exper­tise, we match the right expert to each chal­lenge. This has led to improved ser­vice and effi­cien­cy at the Mer­cedes-Benz Cus­tomer Assis­tance Cen­ter, set­ting a new stan­dard for excel­lence in the industry.
Close-up view of the GT 63 badge on the rear of a Mercedes-Benz AMG GT, showcasing the sleek design and attention to detail.

Conclusion

In the auto­mo­tive indus­try inno­va­tion is key. As a dri­ver in the auto­mo­tive indus­try, Mer­cedes-Benz launch­es new vehi­cles and fea­tures year after year that impress their cus­tomers. As inno­va­tion ent­hou­si­asts, we know this dri­ve like no other. 

Our col­lab­o­ra­tion with the Mer­cedes-Benz IT team is proof of our will­ing­ness to be a proac­tive and reli­able part­ner, deliv­er­ing the exper­tise and inno­v­a­tive solu­tions need­ed to stay ahead in this fast mov­ing indus­try, con­tin­u­ous­ly push­ing the bound­aries of what’s possible.

Our services

Expert support when you need it most

Your busi­ness deserves more than just quick fix­es; it needs a part­ner who under­stands your goals and chal­lenges. With access to a net­work of over 500 experts, we’re equipped to pro­vide the right support.

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Reliable managed IT services for business growth

Run­ning a busi­ness is chal­leng­ing enough with­out hav­ing to wor­ry about tech­nol­o­gy. With our tai­lored man­aged ser­vices, we keep your sys­tems secure, up-to-date, and run­ning smoothly.

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Want to take the step together?

Reach out to us, and let’s explore how we can build future-proof solu­tions togeth­er. We’re just a mes­sage away!

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