Techies 2012 - Best Customer Service System: Mercedes-Benz Myservice
21 August 2012
BusinessCar has introduced a new Techies category this year for customer service. The clear winner from our judging panel was Myservice, Mercedes-Benz's new approach to booking and completing a service, MoT, repair or diagnosis work on a car. The entire process can be booked online, and work can be paid for upfront so the customer knows exactly what they'll be charged.
The firm offers a choice of four levels at varying price points. The Lite drop-and-go option; Lounge, which lets drivers choose a set appointment and wait in a lounge with free refreshments, wi-fi and newspapers; Drive offers a loan vehicle while the work is being carried out; and Collect is, predictably, a collect and deliver service from home or work.
The system is currently live across 27 UK sites, with the same number again set to be added by the end of this year. One of our judges described Myservice as "taking service booking to a whole new level", while another said "this is the way service booking should be done - very well thought out and well joined up. Things like this should be online and they should be simple."
Highly commended was Volkswagen which in conjunction with Experteye, probed its major leasing providers on the service they received compared to six competitors via its online fleet services survey, with the results providing specific areas of focus and "leasing improvement plans" to help develop customer service for both leasing firms and fleet customers. Further surveys through this year will then monitor progress.