Improving Customer Service Through VideoMercedes-Benz Czech Republic uses Cisco video surveillance solutionto monitor thef...
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Mercedes Benz- Cisco

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Customer Name: Mercedes Benz Czech Republic
Industry: Automotive
Location: Czech Republic
Number of Employees: 400
Business Impact
• Improved customer service
• Faster resolution of insurance claims
• Better intelligence gathering and analysis

Published in: Sports, Business
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Mercedes Benz- Cisco

  1. 1. Improving Customer Service Through VideoMercedes-Benz Czech Republic uses Cisco video surveillance solutionto monitor thefts and accidents.Customer Name: Mercedes Benz Czech Republic Business ImpactIndustry: Automotive • Improved customer service • Faster resolution of insurance claimsLocation: Czech Republic • Better intelligence gathering and analysisNumber of Employees: 400 Case StudyBusiness Challenge Solution and ResultsAround the world, Mercedes-Benz’s famous three-pointed star is After investigating various offerings, MBCR decided to select a Aside from boosting security, the newinstantly recognized as a symbol of superior engineering. It also Cisco® closed-circuit TV (CCTV) over IP solution from its trusted solution has allowed MBCR analyzedenotes a proud heritage, which can be traced back to Karl service partner Clarystone. The solution is a combination of images 20 percent faster. Thanks toBenz, the man who invented the first gas-fueled car in 1885. 14 SD 2500 and 20 HD 4300 IP cameras. improved picture quality, MBCR canMercedes-Benz’s reputation for quality and safety is a given. Capable of monitoring multiple sites from a single location, the successfully identify incidents thatNow the company is seeking to replicate the same effect in security solution allows administrators to: might have been missed previously.customer service. In August 2006, it launched the Customer The solution has performed so well that MBCR is planning to add • Access live video anywhere over the InternetSatisfaction Index (CSI) No. 1 program. The program aims to cameras to two of its sites in the near future.secure leadership for customer satisfaction in the premium car • Locate specific dates, times, or incidents in video archives segment by 2020. in seconds • Cost-effectively add new cameras and video storage One subsidiary that has scored highly on the Index isMercedes-Benz Czech Republic (MBCR). Located in Prague, The Cisco solution appealed to the company, because the “At Mercedes-Benz, we pride ourselvesMBCR employs 400 people. system could be easily integrated into MBCR’s IT infrastructure. on giving customers the very best service. MBCR had used Cisco products, such as Cisco IronPort® webThe subsidiary is eager to maintain its excellent standard of appliances, in the past and had been impressed by their quality. Thanks to the Cisco CCTV over IP solution, ourservice. One issue that is a constant source of customercomplaints is vehicle damage. Customers are sometimes wrongly clients no longer need to worry about theft or The cameras have been installed at three sites in Prague and areaccused of damaging cars when the cars have been scratched or already having a positive effect on customer service. Exterior third-party damage. They are fully covered.”dented in transit. Damages can also occur in the showroom cameras film cars being loaded into the showrooms and recordor repair center and be wrongly ascribed to customers. details of every number plate. If a vehicle is scratched in transit, Jiří Plaček Head of Information Technology, Mercedes Benz Czech RepublicMBCR had an analogue camera system in place to cover these the cameras record the incident. This arrangement helps ensureincidents, but the pictures that it produced were of poor quality. that customers are not wrongly blamed for the damage. InteriorIn many cases, identification of number plates and faces was not cameras film the reception, showroom, and repair center areas.possible. Administrators also could not easily locate the footage Any accidents or incidents involving theft or vandalism arethat they needed, and recordings only stretched back two days. instantly captured. Customers who leave their vehicles for servicing or repair can rest assured that they are now covered For More Information for any loss or damage. Details of Cisco video surveillance solutions are available here© 2011 Cisco Systems, Inc. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-party trademarksmentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R) ES/11706/1211

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