Mercedes-Benz Vietnam

A potential customer is very interested in a specific Mercedes-Benz car model but is concerned about waiting times as the car is currently "out of stock." Based on the updated sales process, which Mercedes-Benz technology solution can help address this concern and provide timely information to the customer?

• Salesforce CRM system

• "Automated Stock Check" feature

• Payment & loan portal

• Cloud e-commerce platform

Mercedes-Benz's use of the Agile Scrum development method for CRM allows for gradual updates tailored to local needs and then integrated into the global SAP system. This is particularly important because each showroom operates under different market conditions. What is the main benefit of this approach in Mercedes-Benz's global context?

• Ensures absolute consistency in pricing and scheduling across all markets

• Minimizes the need for feedback from sales staff

• Enhances flexibility and local adaptability, allowing rapid deployment of small features without waiting for entire system updates

• Completely centralizes decision-making at headquarters

If you were the Marketing Director of Mercedes-Benz and wanted to fully leverage collected customer data (such as name, address, phone number, purchase history), which objective could the AI Recommendation feature in the updated process help you achieve most effectively?

• Reduce shipping and delivery costs

• Automate credit checks for car loan customers

• Personalize the customer experience by suggesting suitable colors and car types, thereby increasing conversion rates and loyalty

• Simplify the contract signing process

Which specific risk mentioned could erode trust and lead to unauthorized access as a concern about Data Security and Privacy when AI processes sensitive customer information?

• High IT infrastructure maintenance costs

• Threats such as biased outputs, fabricated responses, and CRM integration errors

• Dependence on external vendors

• Difficulty in recruiting highly qualified IT talent

To enhance the customer experience at the showroom and during the "Product Search & Configuration" process, which technology has Mercedes-Benz applied to create a 360° showroom/test drive and increase interaction?

• IoT & Telematics

• Business Intelligence & Data Analytics

• VR (Virtual Reality)

• Online Training Platforms

Mercedes-Benz's adoption of a strong IT infrastructure and digital tools positions it as a leader in innovation and digital transformation. Beyond direct sales, what broader strategic advantage does this digital foundation provide to Mercedes-Benz in a rapidly evolving automotive market?

• Primarily reduces manufacturing costs for traditional gasoline vehicles

• Enables a quicker response to emerging trends like autonomous driving and electrification, fostering continuous innovation

• Limits customer interaction to in-person showroom visits, maintaining exclusivity

• Shifts focus entirely away from physical production to software development

The presentation highlights the collection of "Customer Data" and "Order Data." If Mercedes-Benz wants to improve its after-sales service and anticipate customer needs for maintenance or upgrades, which type of data, combined with AI, would be most crucial for predictive insights?

• Employee payroll data

• Competitor pricing information

• Vehicle telematics data (e.g., mileage, diagnostic codes) and historical service records

• Global economic forecasts

Mercedes-Benz collaborates with external providers for various digital services. What is a key advantage for Mercedes-Benz in outsourcing specific digital functionalities rather than developing everything in-house?

• Eliminates the need for any internal IT department

• Guarantees complete control over all data security aspects

• Allows access to specialized expertise, reduces upfront investment, and enables faster deployment of non-core functionalities

• Increases dependency on a single vendor for all digital services