We developed a comprehensive e-commerce ecosystem for the Mercedes-Benz “Best Customer Experience” strategy, which revolves around the Mercedes-Benz Online Store platform. It is a place where customers can purchase a new Mercedes-Benz vehicle – an online shop that is setting new standards in the area of online direct sales thanks to its fully integrated digital checkout system and other innovative digital services.
“By mouse click to a new Mercedes-Benz car” – as pioneers and experts in the field of automotive e-commerce, we developed this vision back in 2013. The result: the launch of the world’s largest online store for new cars. Following its three-year test phase in Hamburg, the store is now available throughout Germany. From the very beginning, we have guided Mercedes-Benz through its digital sales transformation in order to tap into new business segments, developing concepts, and creating an integrated, innovative buying experience.
Prospective buyers can select from a large range of pre-configured cars and order their desired model online from anywhere and at any time. There are various leasing and financing options as well as an online tool for calculating payment by instalments. The buyer submits the required identification via webcam with the integrated video ID process – a service that is completely unique among German automotive banks. For those who would prefer to learn more about the car first, product experts from the Customer Contact Center are available to advise you by phone, e-mail and chat. Appointments for test drives and advice can also be made directly with the desired dealer.
Ola Källenius, Member of the Board at Daimler AG and in charge of car sales at Mercedes-Benz, explains the customer-focused approach: “Customers would like to come into contact with a premium brand everywhere and at any time. They expect more and more digital information and interaction possibilities. With our nationwide Mercedes-Benz online store, we are now fulfilling this customer requirement and are taking a further step towards the sales of the future.”
We are already working on the next generation of the online store so that we can make the “Best Customer Experience” strategy even better.